ABOUT US
At FortisAlberta we invest in our greatest resource – our people. As Alberta’s largest electricity distribution provider, we are positioned for growth. Each day, FortisAlberta employees strive to exceed customer expectations while maintaining a focus on our commitment to safety.

APPLICATION DEADLINE: December 4, 2024
TITLE: Part-time Customer Service Representative (U24-275)
DEPARTMENT: Customer Service
WORK LOCATION/OFFICE: This position is eligble for remote work anywhere in Alberta.
STATUS: 02 PT Permanent - Hrly
NUMBER OF HIRES: 16

DESCRIPTION:
Under the general supervision of the Supervisor Customer Care, the Customer Service Representative provides a high level of customer service by ensuring prompt, accurate and courteous response to customer inquiries initiated through all communication channels including phone, email, or WebChat, in a 24/7 work environment.

Please note: The first six (6) weeks will be in-person training at our Airdrie office location.

DUTIES & RESPONSIBILITIES INCLUDE (but not limited to):
• Respond and resolve customer requests received through a variety of communication channels
• Manage customer emergency situations safely and effectively
• Support customer relationships by proactively addressing and resolving customer/retailer requests
• Create work orders from information received by customers, retailers or internal sources
• Partner effectively with Dispatch and FortisAlberta Control Centre for timely information regarding status of all planned or unplanned outages
• Enter order comments and update customer interaction details accurately in the system
• Monitor Trouble calls received through High Volume Call Answerer (HVCA) and follow through on customer contacts
• Proactively communicate and identify opportunities for process improvement
• Escalate issues that require tracking, follow up and resolution
• Participate in special project work as assigned

KNOWLEDGE, SKILLS & ABILITIES:
• Excellent customer service skills and people orientation
• Strong communication and listening skills with the ability to identify customer needs
• Decision making skills to effectively manage high peak/high volume call periods
• Attention to detail with the ability to accurately enter data
• Capable of managing a variety of tasks in a fast-paced work environment
• Ability to work independently to resolve customer and retailer requests by determining correct process and procedure
• Ability to build relationships with internal and external stakeholders through insight and personal credibility

REQUIRED QUALIFICATIONS:
• A High School diploma is required
• Proficiency in Microsoft Office is required

PREFERRED QUALIFICATIONS:
• Exposure to SAP systems is considered an asset
• Prior customer service experience is considered an asset

Special Conditions:

• Candidates being considered for this position may be subject to additional testing

The Customer Care Centre operates on a seven (7) day a week, 24 hour a day schedule and as such, it is understood that schedules will vary.

Overnight Weekends Position:
• Candidates are expected to be available for overnight shifts within the Customer Care Centre on Friday, Saturday and Sunday (12 hour shifts)

Overnight Weekdays Position:
• Candidates are expected to be available for overnight shifts within the Contact Centre from Monday to Thursday (10 hour shifts)

Part-Time Position:
• Candidates must be available for 6 weeks of full-time training Monday – Friday (8:00am-3:30pm)
• Candidates must be flexible to work a minimum of 15 hours/week to a maximum of 40 hours per week

NOTE: The Contact Centre operates on a seven (7) day a week, 24 hour a day schedule and as such, it is understood that schedules will vary. Saturday and Sunday are considered regular workdays for all employees.

TO APPLY TO THIS POSITION: Please submit your resume via the button below: "Apply"

We thank all applicants for their interest, however, only those candidates to be considered for an interview will be contacted.

If you receive an error message when applying, please contact the system administrator at: Recruitment@fortisalberta.com