Description
Play a key role in supporting EPC's commitment to provide excellence in customer relations and managing our brand and reputation.
Major Responsibilities:
- Support the implementation of ongoing customer relations and issues management strategies for all departments within Power Delivery
- Manage day-to-day project inquiries, customer escalations and issues management
- Respond directly to customers regarding questions, concerns and escalations in a manner that creates a positive customer experience
- Coordinate resolutions for escalations ranging from simple (one department involved) to complex (involving multiple internal and external touch-points)
- Propose solutions and help find alternative measures for escalations to align customer expectations with utility requirements
- Support the customer relations management tool for ENMAX Power Delivery as it relates to all transmission and distribution projects and customer relations issues management
- Support the planned outage process as required for scheduling outages and notifications
- Development and implement stakeholder engagement strategies for the construction of transmission and distribution service infrastructure projects within ENMAX Power Delivery
- Develop ongoing proactive customer communications and tools to support construction notification for transmission and distribution projects
- Write construction notices and project newsletters, involving proof reading and editing
Requirements
- Degree or diploma in Communications, Public Relations or Journalism
Qualifications & Experience:
- Minimum 5 years' experience in communications and or customer relations with an emphasis on strategic planning and writing
- Strong technical writing skills in a variety of media (business communications, print, web, project newsletters) and a demonstrated knowledge of Canadian Press Style
- Intermediate level skills in MS Office Suite (Word, Excel and PowerPoint)
- Knowledge of best practices and trends in public relations
- Knowledge of the Alberta Electric Industry and Calgary Electric System is considered an asset
- Intermediate knowledge of Adobe Creative Suite is considered an asset
Personal Qualities:
- Exceptional communication skills; experienced and effective in interacting with both internal and external stakeholders
- Customer-focused with strong interpersonal and relationship management skills
- Credible, persuasive and clear in both oral and written presentations
- Strong project management skills with the ability to prioritize key tasks and deadlines to achieve required results
- Strong organizational skills and attention to detail with an ability to manage multiple demands and projects simultaneously
- Ability to diffuse difficult situations when dealing with customer escalations
Contact
ENMAX CORP
141 50th Ave SE
Calgary
Alberta Canada
www.enmax.com
Other relevant information
From the same category : customer service
8 Jul, 2024
