Position: Work Desk Representative, Office (Call Center Representative)
Division: Customer Experience Centre
Location: Vegreville, AB or Edmonton, AB
Duration: 12 Months
ATCO is committed to providing and maintaining a safe environment for our employees, contractors, partners, and customers. As part of this unwavering commitment to safety, all ATCO employees and contractors are required to be fully vaccinated against Covid-19.
Always there. Anywhere. That’s us! We are committed to delivering inspired solutions for a better world. We care about our communities, we care about each other, and we care about showing up for those who need us. We value and encourage different perspectives and we have the courage to do the right thing, even when it’s hard.
Reporting to the Supervisor, Central Work Operations, the Work Desk Representative, Office (WDR) is responsible to respond to inbound inquiries through multiple channels, including inbound customer phone, email and fax requests, chat and text functions. The position measures work requests and service targets to assess the appropriate priority and deliver timely assignment of all work requests.
This position is accountable for the information relayed to customers, the completion of tasks, and is expected to utilize tools, systems, resources and their utility knowledge to deliver exceptional customer service on behalf of ATCO Electric. It is essential that the Work Desk Representative adhere to the privacy standards and codes of conduct that regulate the electric utility industry.
The Work Desk Representative acts as a bridge between end use customers, retailers and distributors so the WDR needs to demonstrate an excellent understanding of the electric utilities industry, the ATCO Electric service area, and geography. Knowledge of the ATCO Electric Customer Terms and Conditions for electric distribution service and an understanding of the Customer Connection Model lifecycle would be an asset.
We’re looking for someone who cares about their work and strives for more each day. Someone who challenges the status quo, embraces change, and thrives in a collaborative work environment. If you are someone who approaches work with passion, curiosity and the courage to innovate, then this role is for you.
What You Get to Do:
Be a champion of the customer service experience; demonstrate exemplary customer interactions, issues management, and one contact resolution. Actively seek to achieve customer satisfaction in all customer exchanges.
Use Customer Information Systems, Work Management systems and approved processes to respond to customer phone calls, billing inquiries and initiate investigations to resolve customer concerns and create service requests to the appropriate departments, if required.
Monitor and create reporting metrics for delinquent service requests, moves, retailer requests and customer requests in multiple systems.
Utilize available technologies to dispatch work requests, monitor progress, manage exceptions and ensure completions. Determine the urgency of the request, prioritize, schedule and assign the work requests to be completed against service targets.
Act as centralized contact for field operations for dispatched work and central work operations procedures and processes.
Monitor, troubleshoot and resolve site account and customer updates, work queues/reports associated with the lifecycle of a site using approved processes and procedures in multiple systems including but not limited to ATCO-CIS and Maximo.
Prioritize all customer inquiries using ATCO systems against criteria to determine if an on-site response is required or if the request can be completed without a site visit. Identify mapping discrepancies in reconciliation reporting and consult with external contractors to facilitate corrections.
High School Diploma is required.
3 years customer service experience, preference will be given to those with call center and utility experience.
Demonstrated problem solving experience related to identifying and resolving customer inquiries.
Performs function with a sense of purpose and a degree of urgency.
Creates a positive work environment by demonstrating and sharing functional/technical knowledge.
Strong interpersonal skills with an emphasis on teamwork. Positive and professional attitude to facilitate positive interactions with diverse groups of individuals including team members and customers.
Excellent organizational, analytical and communication skills (oral & written).
Strong customer focus and ownership of the customer experience.
Flexibility to adapt to changing priorities, manage and balance a variety of interests and objectives.
Proficiency in Microsoft Office applications: Word, Excel, Outlook, SharePoint, PowerPoint, Office 365 Apps (Teams, OneDrive, etc.).
The Work Desk Representative should have knowledge of systems that support the business processes such as customer information systems, work management systems, workforce management systems and process quality metrics.
Successful applicants will be required to undergo a Critical Infrastructure Protection (CIP) security clearance.
What We Offer:
A culture based on caring, integrity, agility, collaboration, and striving for excellence
We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.
ATCO Electric is part of ATCO Ltd. 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 . ATCO is proud to be an equal opportunity employer. Visit our website for more information.
Date Issued: August 3, 2022
Application Deadline: August 17, 2022
This position is administered under the ATCO Electric and Canadian Energy Workers Association Collective Agreement, Job Posting Provisions.