Employment Opportunity  ::  Contact Centre Representative

Department: Customer Services

Employment Status: Fulltime

Salary: CI$3,298 – CI$4,297 per month (no income tax)

Overtime Eligibility: Yes

Work Environment: Satellite Location- Caribbean Plaza

Corporate – Workspace is primarily in the Administrative Building

In Field – Workspace is primarily Off Site at various locations around the island

Plant Area- Workspace is primarily in the Power Plant Area

Hybrid – Workspace is a combination of in the Administrative Building and in the Field or in the Plant Area

Satellite- Workspace is at one of CUC’s satellite locations

Responsibilities

       The successful candidate will be responsible for:

       Responding within the prescribed timeframe, in a professional and courteous manner to all inquiries and requests received via phone, email and in person from existing customers or new customers. Provide advice and information on company requirements and required government electrical inspections.

       Efficiently and accurately process customer applications and directives according to established procedures on the computerized Customer Information / Work Order systems and Customer Service Dept. Policies, and notify customers of any concerns or delays relating to requests.

       Providing complete and accurate information on all work orders to ensure that all internal staff has adequate information to accomplish intended task, according to established procedures on H.T.E./Customer Service Policies.

       Participating in the collection and processing of customer deposits and bill payments according to established H.T.E/Customer Service Dept. procedures. Ensure the security and accurate accounting of all company funds collected.

       Liaising with the Billing and Receivables Sections to ensure that proper rates are applied and that established Customer Service Dept. Policies are adhered to specifically to ensure customers are properly charged, and receivables are kept to a minimum.

       Provide customer extensions and payment plans where requested, to customers meeting the requirements of the Customer Service Collection and Credit Policy.

       Promptly and accurately enter information into the Customer Information / Work Order systems for incoming connections approvals or disconnection requests from the government Planning Department, and contact customers to advise of the necessary documents and required deposit for connection of service.

       Other duties as required.

Requirements

Applicants should possess:

       Three to four (3 to 4) years’ general office or clerical work experience, customer service experience preferred.

       Experience with Microsoft office suite and ability to learn technical applications.

       Significant typing experience (70 to 80 words per minute).

       Associates degree preferred.

Key Competencies

       Ability to multi-task, prioritize and manage time effectively;

       Strives to exceed customer expectations and establishes a climate of service, ability to adapt/respond to different types of characters;

       Demonstrates appropriate attention to detail;

       Excellent vocabulary, verbal & written communication skills.

       Possess a high level of written and verbal communication skills. 

Rewards

• Four weeks’ vacation, prorated
• Two personal days
• Short Term Incentive Programme (performance-based bonus) per board approval
• Pension
• Health Insurance
• Life Insurance
• Employee Share Purchase Plan
• Wellness Programmes
• Relocation package for off-shore hires

CUC offers a very competitive benefits package including pension, health and life insurance. CUC operates within the Cayman Islands, which as a jurisdiction does not have direct or income taxes. Employees working are subject to indirect taxes such as import duties when importing goods from overseas.

About Us: CUC commenced operations in 1966 as the sole provider of electricity in Grand Cayman. The Company operates a modern diesel plant with an installed capacity of 166 MW. The Company reached a new system peak load of 128 MW in September 2024. Our 280 employees are committed to providing a safe and reliable supply of electricity to over 34,000 customers.

CUC has been through many challenging and exciting periods but has kept pace with Grand Cayman's rapid development for over 58 years. We are considered one of the most reliable and efficient power companies in the Caribbean.

The Territory: The Cayman Islands, a United Kingdom Overseas Territory with a population of approximately 81,000, are comprised of three islands: Grand Cayman, Cayman Brac and Little Cayman. Located 150 miles south of Cuba, 460 miles south of Miami and 167 miles northwest of Jamaica, the largest island is Grand Cayman with an area of 76 square miles.

Follow us on social media:

Facebook: https://www.facebook.com/cuccayman/

Linkedin: Caribbean Utilities Company Ltd.

Instagram: @cuc.cayman

X: @CUCSparky