Part-Time Customer Service Representative
FortisAlberta Inc
Airdrie, AB
Under the general supervision of the Supervisor Customer Relations, the Customer Service Representative provides a high level of customer service by ensuring prompt, accurate and courteous responses to customer inquiries initiated by phone, fax or email in a 24/7 work environment.

DUTIES & RESPONSIBILITIES INCLUDE (but not limited to):
  • Respond to customer inquiries received by phone, fax or email.
  • Create work orders from information received by customers, retailers or internal sources.
  • Manage customer emergency situations safely and effectively.
  • Partner effectively with Dispatch and FortisAlberta Control Centre
  • Support customer relationships and proactively address and resolve customer and retailer requests.
  • Enter order comments and update customer interaction details accurately in the system.
  • Proactively communicate and identify opportunities for process improvement.
  • Escalate issues that require tracking, follow up and resolution.
  • Monitor Trouble calls received through High Volume Call Answerer (HVCA) and follow through on customer contacts.
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.
EDUCATION & EXPERIENCE:
  • High School diploma.
  • Proficient in Microsoft Office.
  • Exposure to SAP systems an asset.
  • Extensive customer service experience considered an asset.
Special Conditions:
  • Candidates being considered for this position may be subject to additional testing.
  • 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.
  • 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. Saturday and Sunday are considered regular work days for all employees.
  • Candidates must produce a copy of their high school diploma.
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