Bilingual (English and Spanish) Service Excellence Coordinator

Ontario Wholesale Energy is a leading provider of Natural Gas & Electricity Supply and retail services tailored from small to large commercial consumers across North America. We offer a diverse portfolio of products ensuring price stability, including leveraged index and structured, physical solutions. Our commitment to delivering exceptional customer service, coupled with our technical fortitude, trading expertise and product ingenuity, sets us apart in the industry. We pride ourselves on our operational efficiency, allowing us to maintain competitiveness in pricing while delivering superior services.  

We are currently have a vacancy for a dedicated and driven Service Excellence Representative to be a part of the OWE family to help continue with our mission. 

Role Overview: 

The Service Excellence Representative to work between the hours of 11:00am – 7:00pm, who is responsible for communicating with internal/external clients to answer any inquiries, verify information as well as to retain existing customers. This position will take place in a fast-paced, friendly and team-oriented environment. 

If you are a customer-centric, detail-oriented, problem solver with a passion for excellence and consider yourself to be an amazing teammate, Ontario Wholesale Energy can provide you with a long-term opportunity for professional and financial growth. 

What We Offer: 

• Competitive base salary with bonus and increment opportunities 
• Comprehensive training and certification 
• Health Benefits after 90 days, and Employee Assistance Program 
• Generous paid time off and holidays/paid time off during Christmas and New Years 
• Discounted Gym Membership 

Main Responsibilities Include:   

Customer Interaction & Retention 

• Responding promptly to customer inquiries via phone and email using learned industry knowledge, customer experience and sales techniques and to receive outbound calls to verify and confirm contract details 
• Retain customers through industry knowledge and training 

Problem Resolution 

• Convey appropriate information and resolutions with all customers and provide accurate and timely responses to inquiries 
• Escalate complex issues to appropriate departments, ensuring timely follow-ups and resolution 
• Monitor, respond to, and complete daily reports through careful analysis, forward-thinking, and problem solving 

Regulatory Compliance 

• Ensure all customer interactions comply with energy sector regulations, company policies and industry best practices 

Job Requirements:   

• A minimum of 2- 3+ years of excellent Telecommunication Customer Service experience 
• Proficiently in both English and Spanish (written and verbal) 
• Experience or interest in the energy industry considered to be a definite asset 
• Provide strong oral and verbal communication with customers regarding their general inquiries or contract details in a professional manner 
• Strong problem-solving and conflict-resolution abilities 
• Demonstrated ability to work independently and collaboratively in a dynamic team setting 
• Results and detail-oriented skills for efficiently completing daily responsibilities while prioritizing workload and managing multiple tasks 
• Knowledge of MS Office, Excel, and PowerPoint, with an aptitude to learn internal software and other relevant applications 
• Demonstrate sound judgement and maintain confidentiality 

Diversity and Inclusion: 

We are dedicated to fostering diversity, equity, and inclusion, believing that all employees play a role in upholding our values. We encourage individuals from various backgrounds, perspectives and life experiences to join us in addressing the world’s toughest challenges. Ensuring accessibility throughout the job application process is a priority for us. If you require reasonable accommodations due to a disability, whether visible or not, please reach out to us at recruitment@ontariowholesaleenergy.com