Customer Service Representative

ENMAX Corporation; Calgary; Remote; CAD 40,000 - 50,000; Part time

Job summary

ENMAX Corporation is seeking a Customer Service Representative to support Albertans across phone, email, and live chat. You will deliver first-contact resolution, explain billing and account details, and promote ENMAX services with a focus on accuracy and customer satisfaction.

The role combines remote work with weekly in-office presence during probation at ENMAX Place and requires flexibility to cover call center hours. Strong communication and problem-solving are essential.

Qualifications

• At least one year of customer service experience.
• Able to learn new programs and systems.
• Typing speed of at least 40 words per minute.
• Remote work requires dedicated home workspace within 45 minutes of Calgary head office.
• SAP experience is a bonus.
• Flexible scheduling for call center hours.

Responsibilities

• Deliver a positive and professional customer experience via phone, email, and live chat.
• Provide expert advice on ENMAX’s services and processes.
• Identify opportunities to recommend products or solutions.
• Explain billing information and account details clearly.
• Coordinate with escalation teams for complex calls.
• Maintain accuracy and quality in a fast-paced environment.

Skills

Customer service experience

Analytical skills

Excellent communication

Typing speed 40 wpm

Education

High school diploma or GED

Tools

SAP

Job description

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, because at 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 on business availability). Rotational shifts are scheduled for 6 weeks in advance. Fully flexible availability is required during the call centre operational hours of 8:00 AM-8:00 PM Monday to Friday and 8:00AM - 4:30 PM Saturday, due to the scheduling requirements of this role, individualized scheduling arrangements are not available.

Qualifications

• High school diploma or G.E.D.
• At least one year of experience in customer service
• Proven analytical skills, good judgment, and sensitivity to customer needs
• This position is 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).
• Demonstrated computer skills including the ability to learn new programs and systems and a minimum typing speed of at least 40 words per minute.
• If you have experience with SAP or similar software, that’s a bonus!
• Fully flexible availability to be scheduled for rotational shifts during the call centre operational hours of 8AM-8PM Monday to Friday and 8AM - 4:30 PM Saturday, special scheduling accommodations not available

What will make you successful in this role?

• Tech savvy- You excel at navigating multiple computer systems and screens effortlessly and seamlessly
• You’re highly articulate and comfortable interacting with others
• You take pride in helping providing quality customer service, always approaching with professionalism, courtesy, and sound product knowledge
• Self-Motivated and Growth-Oriented - You’re driven by a passion for continuous learning. You value constructive feedback and see coaching as an essential tool for personal and professional development
• Highly skilled in negotiation, problem resolution and relationship building, you know what it takes to excel in a rapidly changing environment.
• Strong consultative sales skills, with the ability to uncover customer needs, recognize opportunities, and recommend solutions that provide value
• You thrive in challenging situations and are not easily discouraged.
• You have a knack for identifying issues and finding effective solutions quickly while being sensitive to customer needs
• Proven ability to work effectively in a team environment and you value constructive feedback and see coaching as an essential tool for personal and professional development

Obviously, there are some other skills we’ll talk about at your interview, but the above is a good starting point.

Salary

Customer Service Representative, Level B (Current CUPE 2026 rates) $28.91 - $30.72 - $32.53 - $34.33 - $36.14 Note: The starting rate for this position is $28.91 per hour and progresses to $36.14.

Location

Location:Remote or ENMAX Place (141 - 50th Ave SE, Calgary, AB)

Other Important Information

Must be legal to work in Canada and requires the successful completion of a criminal background check. Two pieces of valid Government issued ID Two professional references will be requested. Skills-based testing will be required as part of the recruitment process for this role. 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 accommodation or adjustment to make the process more accessible for you, please let us know.

In the spirit of reconciliation

We respectfully acknowledge that we live and work on the traditional lands of Indigenous Peoples. ENMAX headquarters is in Calgary, Alberta, the traditional territory of the Blackfoot Confederacy, comprised of the Siksika, Kainai, Piikani, and Amskapi Piikuni Nations; the Tsuut’ina Nation; and the îyârheNakoda Nations of Chiniki, Bearspaw, and Goodstoney, and home to the Métis Nation of Alberta, as well as many diverse Indigenous people who have made the city their home. We are committed to strengthening relationships with Indigenous Nations and peoples in all communities where we operate, through respect and collaboration.

ENMAX Values

Safety, Integrity, Accountability, Service, Teamwork, Agility, Innovation