Enmax Hiring for Customer Service Representative at Calgary, AB Full Time

Current ENMAX employees are encouraged to apply through their internal Workday access.

Posted: June 20, 2022
Closing Date: June 26, 2022
Position Type: Permanent
Union: CUPE

As a full-time ENMAX Customer Service Representative, you will represent the ENMAX brand by delivering exceptional customer service as a trusted advisor to Albertans for their energy needs.
Our call center is fast paced, results driven, high energy, and a constantly evolving workplace. On any given day, we serve thousands of Albertans over the phone, or by live-chat and email. We make it easy for customers to do business with us because we’re passionate about providing the best experience. We work hard and understand the importance of recharging and celebrating our success.

What will your day look like?

• Connect with customers over phone, by email, and/or live chat to provide “first contact” resolution on their inquiries. The nature of these interactions may vary from troubleshooting high bills to promoting products to setting up new services.

• Provide expert advice on ENMAX’s services and processes and work with customers to best meet their needs.

• The role offers a daily structured routine where you have scheduled breaks and your performance metrics are measured. As per the regulatory nature of our business, every customer call needs to be answered within two minutes.

Who are you?

• Well versed communication skills – you’re highly articulate and comfortable interacting with others.

• You are self-motivated with a desire for continuous learning. You give and receive feedback openly and view coaching as a positive part of growth and development.

• Highly skilled in negotiation, problem resolution and relationship building, you know what it takes to excel in a rapidly changing environment.

What will make you successful in this role?

• You have worked in a call center (or similar environment) for at least one year. Work experience in and/or knowledge of the Alberta Energy Industry is considered an asset.

• You enjoy learning – whether that’s a new industry or a new computer program, you have strong technical aptitude. If you have experience with SAP or similar software, that’s a bonus!

• You have a high school diploma or G.E.D. Post-secondary education is a plus.

• You have a dedicated and private workspace (free of distractions) that you can use to work from home.

• You are a customer service guru and understand how to turn someone’s difficult situation into a chance to make them feel more comfortable, giving them the confidence you’re there to take care of them and look after their needs.

Obviously, there are some other skills we’ll talk about at your interview, but the above is a good starting point. If you have what it takes and this sounds like the right fit for you, make sure you apply by June 26th, 2022.

Hours of Operations:
Monday to Friday: 8:00 AM to 8:00 PM
Saturdays: 8:00 AM to 4:30 PM

• Shifts are scheduled six weeks in advance through a shift bid process.

• Must be available to work within the hours listed above including evenings, Saturdays, and stat holidays.

• The start date is August 8, 2022.

Salary: Customer Service Representative, Level B (Current CUPE 2022 rates)
$51,082.85 – $54,276.77 – $57,470.69 – $60,664.60 – $63,858.52

Location: ENMAX Place (141 – 50th Ave SE, Calgary, AB) or remote

ENMAX Values – Safety, Integrity, Accountability, Service, Teamwork, Agility, Innovation
ENMAX welcomes all qualified applicants to apply and is committed to a safe and respectful workplace. It is our aim to have a workplace which is inclusive and values safety, diversity, personal integrity, respect for individual differences, and encourages ownership and accountability for our actions.

Note:

• We have changed the way we connect with our candidates. All initial interviews may now be done virtually as well as parts of our on-boarding and job training may be completed remotely.

• Must be legal to work in Canada and requires the successful completion of a criminal background check. Two pieces of valid Government issued ID will be required.

• Two professional references will be requested.

• Skills-based testing will be required as part of the recruitment process for this role.

• Internet connection and computer equipment will be provided for all at home agents.

• Must reside within one hour of ENMAX’s Head Office (141 – 50th Ave SE, Calgary, AB).

• This job operates in a professional office environment and/or remote home office. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

• If we can provide an accommodation or adjustment to make the process more accessible for you, please let us know. ENMAX welcomes all qualified applicants to apply and is committed to a safe and respectful workplace. It is our aim to have a workplace which is inclusive and values safety, diversity, personal integrity, respect for individual differences, and encourages ownership and accountability for our actions.

• Every ENMAX employee is responsible to take reasonable care to protect the health and safety of themselves, of all other workers, and of the public. Each employee must become familiar with safety procedures and rules applicable to their job and are required to follow them while working at ENMAX.

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Job Types: Full-time, Permanent