Service Consultant - Edmonton, Canada - EPCOR

EPCOR

Verified Company

Edmonton, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Highlights of the job

EPCOR is hiring up to

1

5

permanent

,

part-time Service Consultant positions working out of Edmonton, AB.

As a Service Consultant, you will be accountable for providing customers with outstanding sales, service and support for their inquiries including billing, payment negotiation and service requests.

You will promote EPCOR services and products to customers including energy plan sales for Encor by EPCOR customers.

Energy Services' Contact Centre is the main point of contact for EPCOR regulated and competitive customers regarding utility service and billing inquiries.

What you'd be responsible for

Key accountability:
Customer Service

Answering customer questions and concerns over the phone or in writing
Enrolling new customers into the computer system
Identifying calls, requests, and issues to be transferred to appropriate departments when necessary
Working in a fastpaced environment
Providing outstanding service and support to customers for their inquiries including billing, payment negotiation and service requests
Promoting EPCOR services and products to customers including energy plan sales for Encor by EPCOR customers as part of the deregulated competitive retail market in Alberta
Walking customers through managing their account online

Key Accountability:
Customer Retention

Contributing to customer retention by maintaining strong customer relationships
Managing challenging customers and requests with professionalism

Key Accountability:
Continuous Improvement and Problem Solving

Identifying opportunities for process improvements or inconsistencies
Bringing forward ideas and suggestions for improvements to Team Lead and/or Manager
Implementing approved ideas and/or suggestions
Initiating first level problem solving and first call resolution

What's required to be successful

To be successful in this role overall, the following factors must be considered and will be used as part of the selection criterion:

Must be comfortable working with technology
Must be able to attend our paid training program (3 months) which includes 67 weeks of training focused on Customer Account Management, followed by approximately two months working the contact centre phones
Non-Classroom hours: 20 to 29 hours per week
Training hours: 28 hours per week (Tuesday to Friday between the hours of 8:00am and 3:30pm)
Training program commences on
October 31
, 2023 (tentative)
.
High school diploma, G.E.D. or equivalent secondary education
A minimum of 2 years of recent (within the last 3 years) work experience in a Contact/Call Centre, Community or Essential Services, Customer Service or Sales environment
Experience working in a utility, regulated, or corporate environment is highly desired
Excellent verbal, written and nonverbal communication skills
Fluent in English (written and spoken) is essential; ability to speak additional language(s) is considered an asset
Demonstrable track record of positive performance, punctuality and schedule adherence
Strong keyboarding skills and the ability to multitask (typing while talking to customers)
Resourceful with a highly developed attention to detail
Strong computer background including experience with Microsoft Office suite of products (Outlook, Word, and Edge)
Proven ability to problem solve with a positive attitude
Capability to handle confidential information with discretion
Ability to work under pressure and adapt to change in a dynamic environment
Working knowledge of SAP, SharePoint and/or Microsoft Edge are valuable assets
In your cover letter, please indicate:
Your education (please indicate whether you have or have not attained a high school diploma, or GED)
Training and/or experience relevant to the position
Any relevant experience you may have working in a utility, regulated, or corporate environment
Knowledge of SAP, SharePoint, Microsoft Edge or MS Office Suite of products

To be successful in this position, you must possess excellent interpersonal and customer service skills with the ability to establish and maintain positive working relationships.

You are able to work effectively in and contribute to a team environment to achieve both individual and team goals while maintaining stable performance and emotions when faced with opposition or opposing viewpoints from others.

Other important facts about this job

Class: SCA3
Developmental Period Wage (three months): $26.65 per hour
After successful completion of the developmental period, you will progress to the On-TheJob Wage (520 hrs): $28.00 per hour
Hours of Work: 20 to 29 hours per week (potential for more hours upon request and business need)
Work Location: EPCOR Tower Street, Edmonton)

Shifts coincide with the Contact Centre's hours of operation: