Customer Service Representative

FortisBC; Trail; On-site; CAD 26,000 - 37,000; Part time

Job summary

FortisBC in Trail, British Columbia is seeking a Customer Service Representative for an unscheduled part-time regular role. You will engage with customers via chat, phone and email, delivering friendly, solution-focused support and ensuring memorable service experiences.

In year one, you will learn our customer service processes and channels; in year two, you will mentor new colleagues and deepen cross-functional collaboration.

Qualifications

• High school diploma or GED required.
• Excellent verbal and written communication skills.
• Ability to multitask and manage multiple programs.
• Strong problem-solving and empathy to resolve customer issues.

Responsibilities

• Interact with customers via chat, phone and email to address inquiries.
• Provide world-class service and help customers find solutions.
• Support continuous improvement by sharing feedback with the team.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Empathy

Education

High school diploma or GED

Tools

CRM software

MS Office

Job description

Branch: Electric

Affiliation: MoveUP Customer Service

Employment Status: Unscheduled Part-Time Regular

Salary: $22.84 Hourly

Workplace Flexibility: No

Posting End Date: Open until filled

As the province’s largest energy provider with more than 100 years of knowledge and experience, we proudly deliver renewable energy, natural gas, electricity and propane to 1.3 million customers.

We're actively seeking new talent to join our mission of delivering a stronger energy future in B.C. As one of BC's Top Employers with a diverse team of over 2,700 employees, we are committed to a safe and inclusive culture where each of us can connect, belong, and grow. Join us, and together, let's shape a brighter future for B.C.

Position Overview

You live and breathe the values of delivering a world-class customer experience with an empathic demeanor, integrity and respect. A people-person at heart, you put yourself in the shoes of others to gain a better perspective of every situation so you can offer the best possible solutions. You understand that customers contribute to any company's success and take tremendous pride in ensuring every customer is happy with every interaction, so they come away with memorable experiences they can share with others.

As our Customer Service Representative, you’ll put all passion for the customer experience to work and contribute to an environment where customer engagement matters most. In this role, you’ll connect with customers to support their questions, inquiries and concerns through various channels, such as online chat, phone and email. You’ll take charge to resolve customer inquiries with little to no effort from our customers to make their situation easy and worry-free. As a customer yourself, you understand it’s all about our customers and supporting them the right way the first time.

In year 1, you will:

• Develop knowledge and skills in the overall fundamental customer service processes to provide world-class experiences while interacting with our customers.
• Work to better understand our customer service expectations through specialized processes and channels of communication.
• Build relationships with peers and leaders through regular interactions.

In year 2, you will:

• Continue to build knowledge, skills and confidence in all customer service processes, including resolving more complex and escalated customer inquiries.
• Partner with customer service leaders to support and mentor new colleagues.
• Gain a broader understanding of projects, committees and initiatives through collaboration across the customer service teams and beyond.

What it takes:

• A high school diploma or general educational development.
• A customer-centric mentality and attitude dedicated to creating memorable and world-class experiences.
• Excellent verbal and written communications delivered in an understanding and respectful way.
• A solid multi-tasker who can navigate multiple computer programs to support the work you do with customers.
• Exceptional problem-solving skills and an ability to ask effective questions to get to the root of any issue and provide the best possible solution.

What does it mean to be an Unscheduled Part Time Regular Employee

• An Unscheduled Part Time Regular employee, or UPTR for short, is hired to fill a part-time position of an ongoing nature while working variable hours.
• You will work a minimum 4 consecutive hours to a maximum 7.5 consecutive hours in any day and will be scheduled anytime based on operational requirements.
• You are able to submit a standing request for preferred shifts (although shift assignment is based solely on operational requirements).
• You will normally work a minimum of 37.5 hours bi-weekly and a maximum of 60 hours bi-weekly (ranging from 18.75 to 30 hours per week).
• You will be eligible for benefits after their completion of 975 hours of accumulated service.

Additional Information

• Successful applicants will be required to attend full-time classroom training starting on November 23, 2026, from Monday to Friday and scheduled from8:30am - 4:30pm . Attendance is MANDATORY during this time.
• This is an office based role that will be required to be on site during scheduled shifts (located at our Trail office).

Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive, and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.

FortisBC acknowledges and respects Indigenous Peoples in Canada, on whose Traditional Territories we all live and work. FortisBC is committed to Reconciliation with Indigenous Peoples and is guided by our Statement of Indigenous Principles .