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 seeking a motivated and customer-focused Service Excellence Representative to join our growing team. This is an ideal opportunity for someone with a strong call centre or customer contact centre background who thrives in a fast-paced environment and enjoys helping customers while delivering outstanding service experiences.

About the Role

As a Service Excellence Representative, you will serve as a primary point of contact for customers, handling inbound and outbound communications related to account inquiries, contract verification, customer retention, and issue resolution.

This role is best suited for someone who is:

• Experienced in a high-volume call centre environment
• Comfortable managing customer conversations with professionalism and empathy
• Skilled at problem-solving and de-escalation
• Driven to provide excellent customer experiences and retention outcomes

You will work closely with both internal departments and external customers in a collaborative, team-oriented environment.

What We Offer

• Competitive base salary with bonus and growth opportunities
• Comprehensive paid training and ongoing coaching
• Health benefits after 90 days
• Employee Assistance Program (EAP)
• Paid vacation and holidays, including additional paid time off during Christmas and New Year’s

Key Responsibilities

Customer Service & Call Handling

• Handle high volumes of inbound and outbound customer calls and emails professionally and efficiently, help verify and confirm customer contract details accurately
• Respond to customer inquiries regarding accounts, contracts, and billing. Build rapport with customers while delivering a positive customer experience on every interaction

Customer Retention & Support

• Identify customer concerns and provide appropriate solutions in a timely manner
• De-escalate difficult situations with professionalism and empathy
• Follow up on unresolved customer concerns to ensure complete resolution

Problem Resolution & Administration

• Investigate and resolve customer issues through critical thinking and problem-solving
• Escalate complex matters to appropriate departments when necessary
• Maintain accurate records and documentation of customer interactions
• Complete daily reporting and administrative tasks with attention to detail

Compliance & Quality Assurance

• Ensure all customer interactions align with company policies, industry regulations, and quality standards while maintaining confidentiality and exercising sound judgment in all communications

Qualifications

• Minimum 2–3 years of experience in a call centre, contact centre, customer service, retention, or telecommunications environment
• Bilingual in English and Spanish (written and verbal) is required
• Strong verbal communication and active listening skills
• Experience handling difficult conversations and conflict resolution professionally
• Comfortable working in a fast-paced, performance-driven environment
• Strong multitasking and organizational skills
• Ability to work both independently and collaboratively within a team
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint) and ability to learn new systems quickly
• Experience in the energy industry is considered an asset, but not required

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