Do you possess excellent interpersonal and customer service skills with the ability to establish and maintain positive working relationships? Do you enjoy working in a fast paced environment and have an impeccable attendance/punctuality record combined with a positive and professional attitude?
EPCOR Utilities Inc. (EUI), Edmonton Contact Centre Team is expanding and has opportunities for up to 60 permanent part-time Service Consultants to join their team.
EPCOR Energy Service's Contact Centre is the main point of contact for EPCOR customers regarding utility billing and service inquiries. Service Consultants provide our customers with outstanding service and strive to exceed customer expectations. Reporting to the Manager of the Contact Centre, the Service Consultants are accountable for providing customers with outstanding service and support for their inquiries including billing, payment negotiation and service requests.
The accountabilities of these roles include, but are not limited to:
- Answering customer questions and concerns over the phone or in writing.
- Registering new customers into computer systems.
- Initiating first level problem solving and first call resolution.
- Identifying calls, requests, and issues to be transferred to appropriate departments when necessary.
- Contributing to customer retention by maintaining strong customer relationships.
- Managing challenging customers and requests with professionalism and maturity.
The successful candidates will possess the following qualifications:
- Grade 12 diploma or G.E.D.
- Post-secondary coursework or completion of a post-secondary Degree or Diploma is preferred.
- 2 years of customer service experience.
- Experience providing customer service over the telephone is preferred.
- Strong command of the English language, both written and spoken is essential.
- Experience in a Contact Centre environment will be considered an asset.
- Experience handling basic financial or cash transactions will be considered an asset.
- Demonstrated computer skills, including Microsoft Office suite of products (i.e. Outlook and Word) and use of the Internet.
- Second language skills (written and spoken) will be considered an asset.
- Clearance on a security/credit background check is required.
- Must be legally entitled to work in Canada.
- A proven track record of performance and attendance.
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 hostility from others.
Our best candidate will demonstrate excellent verbal and written communication skills combined with a positive attitude and a strong work ethic. In addition, these individuals will demonstrate critical thinking skills and the ability to manage high work volumes with shifting priorities and tight deadlines that allow for the delivery of optimal results on key Client Service indicators. Successful candidates will take ownership and initiative, act with integrity, collaborate with others, initiate continuous improvement initiatives and adapt to change.
Additional Details:
Jurisdiction: CSU52
Grade: SCA3
Wage: $20.33 per hour (developmental), $21.35 per hour after successful completion of 3 month developmental period.
Hours of work: 20 to 29 hours per week. All successful candidates will be required to attend a 4-5 week training class. The hours of work will be 35-40 hours per week during this time.
Location: EPCOR Tower (10123 101 Street, Edmonton). Access to public transportation is available.
Note: Shifts are required to coincide with the Contact Centre's hours of operation (Monday – Friday from 08:00 - 19:00, Saturdays 08:00 -16:30); however, shifts and hours of operation may be modified based on operational requirements. Candidates must be available to work extended hour shifts on a rotating basis.
These positions are eligible for a $500 employee referral reward!
Commencing with your first day of employment as a permanent EPCOR employee you will enjoy a variety of benefits, such as:
- Competitive salary
- Annual incentive (bonus) pay program
- Paid vacation
- Flexible benefits plan
- Access to internal and external career development programs
- Financial support for personal development
- Pension Plan
- Financial support for employee wellness
- Career opportunities in a wide variety of disciplines and operational areas
- Financial support for charitable organizations that employees contribute to
For more information on this exciting career opportunity, please refer to IRC24448 on the EPCOR career website www.epcor.ca/careers
Application Deadline: February 6, 2012