Public Information Officer

Overview

Under the direction of the Manager, the Officer will respond to written and phone enquiries from members of the public regarding the Ontario energy sector and the Ontario Energy Board’s regulation of the electricity and natural gas sectors and receive complaints regarding entities licensed by the OEB.  This role is responsible for analyzing information and data to resolve disputes between consumers and licensees and determine whether the licensee has complied with its obligations.

Responsibilities

• First point of contact for all enquiries and complaints, from members of the public regarding the Ontario energy sector and the regulation of entities licensed by the OEB within the established timelines
• Gathers and analyses complaints, inquiry trends and sourced data to resolve disputes between consumers and regulated entities
• Assists in the determination of whether regulated entities are following the governing legislation
• Assesses the nature of the enquiry/complaint/correspondence and uses appropriate questions to ensure understanding of the issue
• Seeks guidance or searches for additional information to respond to enquiries when appropriate
• Submits complaints to regulated entities for response
• Reviews with consumers the regulated entities responses to complaints and works towards a resolution with both parties
• Ensures all interactions with consumers and regulated entities are recorded in CRM database.
• Provides coverage for reception duties
• As the subject matter expert provides suggestions for product and services offered

Qualifications

• College or University Degree in related field or relevant work experience
• Fluently bilingual in Canadian French and English is an asset
• 1-3 years working in a client service call center environment, providing services to the public either on the telephone, or written correspondence 
• Demonstrated experience explaining and sharing information, responding to requests and enquires and resolving customer complaints and problems
• Highly proficient with Microsoft Office Applications (Excel, Word and Outlook)
• Experience with CRM is required, knowledge of Pivotal is considered an asset.
• 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 time frame, to consumers in a high-volume call center in a courteous and knowledgeable manner