Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Officer will respond to written and phone inquiries from the public regarding the Ontario energy sector and the OEB's regulation of electricity and natural gas. This role analyzes information and data to resolve disputes between consumers and licensees and determines if licensees have complied with their obligations.

Responsibilities

• Serve as the first point of contact for all inquiries and complaints from the public regarding the Ontario energy sector and the regulation of entities licensed by the OEB within established timelines.
• Gather and analyze complaints, inquiry trends, and sourced data to resolve disputes between consumers and regulated entities.
• Assist in determining if regulated entities are following governing legislation.
• Assess the nature of inquiries, complaints, or correspondence and use appropriate questions to ensure understanding of the issue.
• Seek guidance or search for additional information to respond to inquiries when appropriate.
• Submit complaints to regulated entities for response.
• Review regulated entity responses to complaints with consumers and work towards a resolution with both parties.
• Ensure all interactions with consumers and regulated entities are recorded in the CRM database.
• Provide coverage for reception duties.
• Provide suggestions for products and services offered as a subject matter expert.

Requirements

• College or University Degree in a related field or relevant work experience.
• Demonstrated experience explaining and sharing information, responding to requests and inquiries, and resolving customer complaints and problems.
• Highly proficient with Microsoft Office Applications (Excel, Word, and Outlook).
• Experience with CRM is required.
• Demonstrated analytical skills and investigative mindset to explore issues from all angles.
• Demonstrated time management and organizational skills with the ability to manage multiple priorities simultaneously.
• Ability to respond quickly and within the established timeframe to consumers in a high-volume call center in a courteous and knowledgeable manner.

Skills

• Fluently bilingual in Canadian French and English is an asset.
• Knowledge of Pivotal is considered an asset.

Location

• Greater Toronto

Work Type

• Union Temporary
• Full-time

Experience Level

• 1-3 years working in a client service call center environment, providing services to the public either on the telephone, or written correspondence.

Education Level

• College or University Degree

Salary/Compensations

• $67,101 - $78,861

About the Company

• The Ontario Energy Board is proud to be recognized as one of Greater Toronto’s Top Employers for four years running.
• Our success resides with our people and we take great pride in fostering a workplace culture that attracts top-tier professionals passionate about shaping Ontario’s energy future.
• Our reputation as a preferred employer reflects our commitment to helping deliver clean, reliable, affordable and secure energy that enables economic growth across the province.
• Our One OEB culture promotes a values-driven, collaborative workplace where diverse perspectives come together to deliver regulatory excellence, and where we encourage curiosity and agility in an environment that is grounded in mental health, wellbeing and a foundational commitment to Diversity, Equity and Inclusion.
• We are the ONTARIO ENERGY BOARD.

Equal Opportunity

• Pursuant to the Accessibility for Ontarians with Disabilities Act, the Ontario Energy Board will make reasonable efforts to provide accommodation to candidates with disabilities in the course of the recruitment process upon written request.
• We request that candidates seeking accommodation identify their particular accommodation needs as soon as possible in the job selection process.
• Questions concerning the availability of accommodation in the recruitment process may be forwarded by email to hr@oeb.ca.