Service Consultants
EPCOR Utilities
Edmonton, AB
Clean water and reliable energy are at the heart of what we do. We proudly keep the lights on and the water flowing in over 100 communities across North America. With a rich 125-year history, EPCOR has ambitions to be one of North America’s premier providers of essential services, and we have the top employer and sustainability awards to prove it. If you’re looking for new opportunities, people who care and work that matters, apply today to find a career where you matter more. Check out to find out more.

Energy Services provides the regulated rate option (RRO) electricity for consumers within Edmonton and parts of Alberta. Our highly skilled, knowledgeable, caring and engaged team is focused on providing outstanding customer care for the company, including our Edmonton-based contact and billing centres, and always striving to exceed our customers’ expectations.

Brief Description
EPCOR Energy Service's Contact Centre is the main point of contact for EPCOR regulated and competitive customers regarding utility service and billing inquiries. Reporting to the Manager of the Contact Centre, the Service Consultants are accountable for providing customers with outstanding sales, service and support for their inquiries including billing, payment negotiation and service requests.

We are accepting applications for up to 27 permanent part-time Service Consultants to join our team supporting regulated and competitive market customers. We will contact all qualified applicants with a commencement date of March 4, 2019.

Working in EPCOR's Edmonton Contact Centre is a rewarding experience. We offer convenient hours (Monday - Friday from 08:00 - 19:00, Saturdays 08:00 -16:30) and a high-tech workplace that is comfortable and safe. After a successful period in the office, we also offer a work-from-home alternative for qualified Service Consultants.

Detailed Description
Key accountability: Customer Service

Answering customer questions and concerns over the phone or in writing
Enrolling new customers into our computer systems
Identifying calls, requests, and issues to be transferred to appropriate departments when necessary
Working in a fast-paced 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 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
Initiating first level problem solving and first call resolution
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

During training you are accountable for:
Learning to locate and use EPCOR’s Contact Centre process and procedures
Actively participating during classroom instruction, practice scenarios and online lessons
Applying yourself to learn technical and soft skills required to best serve our valued customers
Achieving a mid-course exam and final exam passing score of 80% or higher – open book exam
Learning and executing advanced processes in Utility Information Systems (UIS) and Customer Relation Management (CRM) software
Demonstrating knowledge of EPCOR’s business and the utility industry
Following processes relating to customer privacy and account management
Job Requirements
All successful candidates will be required to attend our paid 6 week training program divided into two sessions. The first section is 4 weeks in duration and is focused on Customer Account Management, followed by approximately one month on the phones returning to the classroom for an additional two weeks of training. The hours of work will be 35 to 40 hours per week during this training time, Monday to Friday between the hours of 8:00am and 4:00pm. When you are not in the classroom your hours will be between 20 and 29 hours per week with the potential for more hours upon request. We are not able to accommodate any requests, with the exception of approved vacation time, that would take you below the 20 hour per week minimum. After this initial training you will build your skills to include sales and support for ENCOR customers as part of the deregulated competitive retail market in Alberta.

Other qualifications and experience the successful candidates will possess are:

High school diploma, G.E.D. or equivalent
A minimum of 2 years of recent (within the last 3 years) work experience in a Contact Centre, Sales or Customer Service environment
Experience working in a utility, regulated, or corporate environment is highly desired
Excellent verbal, written and nonverbal communications skills
Fluent in English, both written and spoken is essential, ability to speak additional languages is considered an asset
Demonstrable track record of positive performance, punctuality and schedule adherence
Strong keyboarding skills and the ability to multi-task (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 and Word)
Competent use of the internet
Discernible competence with approaching problem-solving with a positive attitude
Recognized capability to handle confidential information with discretion
Ability to work under pressure and adapt to change in fast-paced environment
Shifts 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. Shifts are scheduled based on a combination of preference, performance and seniority
Working knowledge of CRM, UIS, SharePoint and/or Internet Explorer are valuable assets.

In your covering letter, please indicate:
Name of the position you are applying for
Your education (please indicate whether you have or have not attained a high school diploma, or GED)
Training and/or experience you have in a Contact Centre, Sales or Customer Service environment
Any relevant experience you may have working in a utility, regulated, or corporate environment
Knowledge of CRM, UIS, SharePoint, Internet Explorer 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.

Additional Details
At EPCOR we encourage development and growth of our Employees. The training and experience you receive as a Service Consultant will assist you in mastering skills required for various career paths within the Energy Services group. As your career progresses opportunities for you could include a variety of positions specializing in; Sales, Collections, Process Control, Webmail and Support Teams. As you move further along in your career you may be interested in opportunities such as Team Lead, Advisor and Analyst positions.

This is a unionized position under Civic Service Union Local#52 (CSU52). As an employee in the Contact Centre you will be part of the union and therefore you will pay Union Dues that will be deducted from your pay each pay period. Class code is SCA3 with a wage of $24.63 per hour for a developmental period of three months. Upon successful completion of the three month developmental period you will progress to $25.87 per hour for the On-The-Job period of 520 hours.

As per the CSU52 collective agreement, successful external candidates will be considered Temporary Employees. Temporary Employees will be appointed to Permanent Part Time status after successfully completing the three month developmental period of employment.

The Location of our Contact Centre is the EPCOR Tower (10423 101 Street, Edmonton) and there is access to public transportation.

Please note the following information:
A requirement of working for EPCOR is that you are at least 18 years of age and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.
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