My role is to assist residential customers whose accounts have fallen into arrears due to financial strain caused by a life crisis, putting them at risk of having their electrical services terminated. I evaluate their eligibility and provide financial assistance.

I was responsible for maintaining residential and business accounts and interacting with customers. This involved assisting customers with billing, payments, invoices, account setup and closures, reconnections, and inquiries about electrical metering. Additionally, I handled calls related to power outages and emergencies such as damaged or fallen power lines, motor vehicle accidents, wildfires, floods, equipment failures, and mass storm outages.

I have experience in multiple departments, including billing, sales, cross-province service transfers, and retentions. As a retention specialist, I primarily focused on retaining customers who wanted to cancel services and resolving high-stress escalations. Key metrics used to measure my performance include saving company revenue, efficiently processing orders, and selling new services.