Customer Service Representative

ENMAX; Calgary; Híbrido; CAD 23.000 - 29.000; A tiempo parcial

Descripción de la vacante

ENMAX is seeking a part-time permanent Customer Service Representative to support Albertans across phone, email and live chat. You will be the trusted advisor for energy needs, delivering first-contact resolution and accurate information.

This role is primarily remote, with a required 45-minute commute to the Calgary head office and a probation period of weekly in-office presence. You can expect around 20 hours per week with potential to flex up to 36 hours.

Responsabilidades

• Deliver a positive and professional customer experience across phone, email, and live chat interactions
• Leverage support and escalation teams for complex calls to resolve and/or transfer as appropriate
• Provide expert advice on ENMAX’s services and processes and work with customers to best meet their needs
• Balance customer experience, accuracy, quality, and efficiency in a fast-paced environment
• Remain adaptable as customer needs, processes, technology, and business priorities evolve
• Identify opportunities to recommend products, services, or solutions that meet the customer’s needs
• Clearly explain account details, billing information, products, services, policies, and options

Conocimientos

Customer service

Phone support

Live chat

Email correspondence

Problem solving

Teamwork

Descripción del empleo

Position Type: Permanent, Part-Time

Union: CUPE

Why ENMAX?

We are driven by our purpose of lighting the way to a brighter energy future, a future that includes a workplace where you’ll experience belonging and unlock possibilities. We offer meaningful opportunities, strong collaboration and a career aligned to what matters to you. We’re proud of who we are and the work we do to support our communities and customers who depend on us, becauseat ENMAX, we’re lighting the way together.

As an 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, 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.

As a Customer Service Representative, You Will Connect With Customers Over Phone, 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 Service. With Each Customer Interaction You Will

• Deliver a positive and professional customer experience across phone, email, and live chat interactions
• Leverage support and escalation teams for complex calls to resolve and/or transfer as appropriate
• Provide expert advice on ENMAX’s services and processes and work with customers to best meet their needs
• Balance customer experience, accuracy, quality, and efficiency in a fast-paced environment
• Remain adaptable as customer needs, processes, technology, and business priorities evolve
• Identify opportunities to recommend products, services, or solutions that meet the customer’s needs
• Clearly explain account details, billing information, products, services, policies, and available options in a way customers can easily understand

What will your day look like?

• The role offers a daily structured routine where you have scheduled breaks, and your performance metrics are measured
• This role is primarily remote and requires a dedicated and private workspace (free of distractions) that you can use to work from home and reside within 45 minutes of ENMAX’s Head Office (141 - 50th Ave SE, Calgary, AB)
• During the probation period, you will be required to work from the office (ENMAX Place) at least once per week
• You can expect a minimum of 20 hours per week with the ability to flex up to 36 hours per week (based