Job Description
Division: Customer Experience & Initiatives
Location: Edmonton or Calgary
Duration: Approximately 12 Months
Rate: Starting wage is $25.35 per hour
Position Summary:
The Customer Care Representative (CCR) addresses customers through a variety of communication channels (phone, live chat, text, and email) and resolves site or charging discrepancies. This role is responsible for delivering excellent customer service by focusing on customer satisfaction while utilizing tools, systems and billing knowledge to support work group goals and business objectives. This position is responsible for timely and accurate completion of tasks associated with customer information and account updates.
What you get to do:
- Assist customers in a timely and effective manner using established processes, tools, internal/external resources and professional communication.
- Calculate customer bills by performing rate calculations using established processes.
- Escalate account inquiries when warranted.
- Strictly adhere to applicable privacy legislation.
- Obtain and verify customer information to maintain the accuracy of company customer information and work management systems.
- Investigate and resolve site information, charging discrepancies and work queue exceptions.
- Assist in the maintenance of accurate and complete process related documentation.
Qualifications:
- Grade 12 Diploma or General Equivalency Diploma (GED).
- Previous experience in a Call Centre is an asset.
- Experience working in a front-line customer service role, where you acted as the initial point of contact to customers and the public, is preferred.
- A mathematical aptitude to calculate rates and billing is required.
- Must be able to communicate effectively and courteously with internal and external customers orally and in writing.
- Must be able to work in a fast paced, challenging, and at times demanding environment.
- Must have high attention to input accurate and detailed information efficiently.
- Must have strong record keeping, documentation and organizational skills.
- Knowledge of a variety of software and system applications as required by the workgroup will be desirable.
- Knowledge of department and company policy and procedures would be an asset.
- General knowledge of utility industry would be an asset.
- Must have the ability to work flexible day and mid-shifts.
We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.
ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics, Utilities, Energy Infrastructure, Retail Energy, Transportation and Commercial Real Estate. Learn more about how we build communities, energize industries, and deliver customer-focused solutions like no other company in the world at www.atco.com. At ATCO, we support a diverse and inclusive environment that values the contributions and perspectives of everyone on the ATCO team. We believe the ATCO team is the foundation of our business and our most valuable asset across our global operations. Without each team members' unique skills, strengths, and knowledge, we simply wouldn't be able to achieve our fundamental vision of delivering life's essential services to our customers around the world. ATCO is an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
Issued: July 13, 2023
Expiry: July 27, 2023
This position is administered under the supervisory/professional salary administration guidelines.
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