ATCO Electric is a member of the ATCO Group of Companies - one of Canada's premier corporations. Our head office is based out of Edmonton, Alberta (10035 - 105th). We are an investor-owned utility delivering electric energy to customers throughout northern and east-central Alberta. Albertans count on ATCO Electric for the safe, reliable delivery of electricity to their homes, farms, and businesses, and serves almost two-thirds of the province, delivering electric energy to petroleum and forestry companies, farms, towns and cities, First Nations and Métis Settlements.
With approximately 6,000 employees and assets of $20 billion, ATCO is a diversified global corporation delivering service excellence and innovative business solutions in Structures & Logistics (workforce housing, innovative modular facilities, construction, site support services, and logistics and operations management); Electricity (electricity generation, transmission, and distribution); Pipelines & Liquids (natural gas transmission, distribution and infrastructure development, energy storage, and industrial water solutions); and Retail Energy (electricity and natural gas retail sales). More information can be found at www.ATCO.com
DESCRIPTION
Reporting to the Supervisor, Contact Centre, the Customer Care Representative performs functions within a customer care environment and assists in responding to and managing incoming customer inquiries through multiple channels. The incumbent is accountable for the information relayed to customers and the timely/accurate completion of tasks associated with customer information. Incumbents will function in scenarios where instances of some independent judgement may be required in order to deal with issues that fall outside of the established procedures, processes and practices. The role will escalate and/or transfer customer inquiries to the appropriate party when warranted.
This position is responsible for completion of data entry and processing in a timely and accurate manner, utilizing various types of systems/programs and is required to obtain and verify customer information and quality of transactions. Incumbents will be responsible for monitoring, troubleshooting, and resolving customer issues.The work is exercised under a moderate degree of supervision and the level of work allows for moderate levels of independence and decision making by applying sound knowledge of departmental policies, procedures, processes, and the overall utility industry to the work environment. The incumbent is expected to utilize tools, systems, resources and their utility knowledge to deliver exceptional customer service.
RESPONSIBILITIES
- Acts as a customer centricity champion; owns the customer engagement process
- Assists customers in a timely and effective manner using established processes, tools and external/internal resources
- Updates and maintains moderately complex databases
- Investigates issues and escalates inquiries when warranted
- Adheres to privacy legislation
- Assists in the maintenance of accurate and complete process related documents
- Exercises limited independent judgment and decision making
- Adheres to customer service quality metrics, achieves personal productivity targets, and contributes to the department's service levels
QUALIFICATIONS
- High School diploma required
- A minimum of one (1) to three (3) years related experience required
- Working knowledge of Microsoft Excel, Word, Outlook and SharePoint
- Experience working in a utility environment is an asset
- Previous experience in a call center or customer service role is an asset
- Maximo experience is an asset
- Exceptional interpersonal and customer service skills
- Strong written and verbal communication skills
- Aptitude for accuracy and attention to detail
- Strong organizational and time management skills
- Strong analytical and problem solving skills
- Ability to analyze process and provide recommendations or improvements
Quote Requisition REQ 4074
Interested candidates should submit their resume through www.atco.com/careers/, quoting Requisition ID REQ 4074 on or before April 24, 2018.
We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.
Final candidates will be required to undergo a Security Clearance Check.
Collection, use and retention of personal information will be in accordance with ATCO Group privacy policies and practices.
By submitting your resume and personal information to the ATCO Group of Companies, and/or participating in a personal interview, you acknowledge and consent to the collection, use and disclosure of your personal information by the ATCO Group of Companies to determine your suitability for employment opportunities within the ATCO Group of Companies. To review our entire Privacy Commitment, please click on the Privacy link at the bottom of this page.
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ATCO Ltd.
Canada
www.atco.com/
