Work Desk Representative, Office (12-month term)

ATCO; Town of Vegreville; Hybrid; CAD 72,000 - 84,000; Full time

Job summary

ATCO Electric is seeking a Work Desk Representative to join their team in Vegreville, AB. This temporary position involves handling customer inquiries, managing service requests in a fast-paced environment, and delivering exceptional customer service. Candidates should hold a High School Diploma and have strong customer service experience, demonstrating problem-solving capabilities and proficiency in multiple software systems. The role offers a supportive environment with opportunities for growth.

Benefits

15 days vacation

5 additional paid days off

Engaging, hands-on experience

Qualifications

• 3 years of customer service experience preferred, especially in call center and utility roles.
• Strong customer focus and ownership of customer experience.
• Excellent communication skills (oral & written).

Responsibilities

• Respond to customer inquiries through multiple channels including phone, email, and fax.
• Monitor service requests and manage priorities effectively.
• Use various systems to manage customer interactions and service requests.

Skills

Customer service

Problem solving

Interpersonal skills

Organizational skills

Analytical skills

Flexibility

Education

High School Diploma

Tools

Microsoft Office

Job description

Job Description

Location: Vegreville, AB

Duration: 12 Months

What We Offer:

• Salary starting at $2,770.14 bi-weekly
• 15 days vacation
• 5 additional paid days off
• Hybrid schedule
• Engaging, hands-on experience in the electric utility sector
• A culture based on caring, integrity, agility, collaboration, and striving for excellence
• A supportive team environment with opportunities for professional growth and skill development
  
  

This temporary position has the potential to open the door to other opportunities within our company

Why Work Here:

Joining the ATCO Team means being part of a community of people inspiring change on a global scale. It’s meaningful work that can only be accomplished by helping each other, as we collectively look to the future. Collaborating and being professional, down to earth, and caring for one another and for the communities we serve – is central to our core values and cultivates a sense of belonging. We treat people with respect, entrust them to always be their best, and take every opportunity to ensure they feel part of our community.

About the Role:

Join us at ATCO Electric as a Work Desk Representative. As a valuable member of our team, you will have the opportunity to work in a fast-paced and changing environment, where you will be challenged to excel and make a difference.

Reporting to the Supervisor, Customer Care, you will respond to inbound inquiries through multiple channels; including inbound customer phone, email and fax requests, line locates, high load moves and outage inquiries. The position measures work requests and service targets to assess the appropriate priority and deliver timely assignment of all work requests. The WDR acts as a bridge between end use customers, retailers and distributors so the WDR needs to demonstrate an excellent understanding of the electric utilities industry, the ATCO Electric service area, and geography. Knowledge of the ATCO Electric Customer Terms and Conditions for electric distribution service and an understanding of the Customer Connection Model lifecycle would be an asset.

At ATCO Electric, we are committed to providing extraordinary service to our customers. We value collaboration, innovation, and dedication to achieving results.

Responsibilities:

• Be a champion of Customer Service Experience; demonstrate exemplary customer interactions, issues management, and one contact resolution. Actively seek to achieve customer satisfaction in all customer exchanges.
• Use Customer Information Systems, Work Management systems and approved processes to respond to customer phone calls, billing inquiries and initiate investigations to resolve customer concerns and create service requests to the appropriate departments, if required.
• Monitor and create reporting metrics for delinquent service requests, including underground locates, high load moves, retailer requests and customer requests in multiple systems.
• Utilize available technologies to dispatch work requests, monitor progress, manage exceptions and ensure completions. Determine the urgency of the request, prioritize, schedule and assign the work requests to be completed against service targets.
• Act as centralized contact for field operations for dispatched work and central work operations procedures and processes.
• Monitor, troubleshoot and resolve site account and customer updates, work queues/reports associated with the lifecycle of a site using approved processes and procedures in multiple systems including but not limited to ATCO-CIS and Maximo.
• Prioritize all customer inquiries using ATCO systems against criteria to determine if an on-site response is required or if the request can be completed without a site visit. Identify mapping discrepancies in reconciliation reporting and consult with external contractors to facilitate corrections.
• This position is accountable for the information relayed to customers, the completion of tasks, and is expected to utilize tools, systems, resources and their utility knowledge to deliver exceptional customer service on behalf of ATCO Electric. It is essential that the WDR adhere to the privacy standards and codes of conduct that regulate the electric utility industry.
  
  

What We Are Looking For / Who You Are:

• High School Diploma is required.
• 3 years customer service experience, preference will be given to those with call center and utility experience.
• Demonstrated problem solving experience related to identifying and resolving customer inquiries.
• Performing functions with a sense of purpose and a degree of urgency.
• Creates a positive work environment by demonstrating and sharing functional/technical knowledge.
• Strong interpersonal skills with an emphasis on teamwork. Positive and professional attitude to facilitate positive interactions with diverse groups of individuals including team members and customers.
• Excellent organizational, analytical and communication skills (oral & written).
• Strong customer focus and ownership of customer experience.
• Flexibility to adapt to changing priorities, manage and balance a variety of interests and objectives.
• Proficiency in Microsoft Office applications: Word, Excel, Outlook, SharePoint, PowerPoint, Office 365 Apps (Teams, OneDrive, etc.).
• The WDR should have knowledge of systems that support the business processes such as customer information systems, work management systems, workforce management systems and process quality metrics.
• Residency Requirement: The successful candidate must maintain a residence within the established service point boundary for Vegreville, AB.
  
  

We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.

About ATCO Electric: ATCO Electric is part of ATCO Ltd., a diversified global holding corporation with approximately 6,000 employees and assets of $23 billion.

ATCO has investments in:

Structures & Logistics – Workforce housing, modular facilities, construction, site support services, logistics, and operations management

Energy Infrastructure – Electricity generation, transmission, and distribution; natural gas transmission, distribution, and infrastructure development; energy storage and industrial water solutions; electricity and natural gas retail sales

Transportation – Ports and transportation logistics

Commercial Real Estate – Development and management

More information can be found at www.ATCO.com .

ATCO is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.