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Customer Service Representative
Internal/External
Permanent CUPE Local 38
ENMAX Encompass
Reference: 659860
Posted: 08/17/2011
Closing date: 08/31/2011
PEOPLE. That's the power behind ENMAX Corporation. As Alberta's leading energy and utility provider, our employees are driving us into the future with innovative ideas, a collective spirit to excel, and a commitment to upholding the highest level of integrity in all we do. Exploring new technologies, implementing shared values and creating solutions for a more sustainable future are some of the ways ENMAX is making a difference.
We know where we’re going, want to come?
Turning questions into positive experiences this is the goal of every Customer Service Representative.
Is this challenge for you? Imagine the possibilities.
Providing exceptional customer service, while acting as an Ambassador for ENMAX through your professionalism, the opportunity to not only increase customer loyalty, but also grow our customer base exists.
Enjoy a fully-supported team environment where the standards in contact centre performance are being set. Exceptional Team Leads and Management will offer extensive training, mentorship and guidance to ensure that you are successful.
Major Responsibilities:
Answer customer calls and work to issue resolution to every customer
Partner with Customer Advocacy/Correspondence and Escalation teams to provide resolution as appropriate
Ensure professionalism, courtesy, product knowledge and all other quality elements are present on every call as coached by Team Leads and Quality team
Ensure all regulatory processes are followed
Promotes ENMAX programs and products. Suggests additional or alternative products or services to meet Customer needs. Serves as an Expert in a variety of products/services.
Alerts appropriate staff of any potential Customer Service problems or issues.
Performs a variety of Customer care duties and accountabilities as business need dictates.
Education Required:
Post-secondary education will be considered an asset
Qualifications & Experience:
Previous experience as a customer service representative, preferably in a call centre environment
Intermediate PC skills.
Good knowledge of the Customer Care function. Up-selling skills are an asset.
Please note: This position offers working the following starting shift:
4 days out of Monday to Friday 11.30am 8pm & every Saturday 8am 4:30pm
Personal Qualities:
Excellent communication skills - both written and verbal
Analysis, judgment, and sensitivity to Customer needs.
Ability to exercise good judgment with minimal supervision.
Good organizational, negotiations and problem resolution skills.
Ability to work effectively in a team environment under coaching.
Ability to absorb information and effectively communicate to a broad range of individuals
A positive, cheerful attitude
Enjoys daily interactions with customers over the phone
Self-motivated with a desire for continuous learning.
Embraces and adapts easily to a changing environment.
Highly articulate appreciation for the impact your tone of voice and choice of words have when speaking to someone over the phone.
Listens with empathy
Think like a detective seek to understand before a conclusion is made.
Enjoys a team environment and has respect for other’s time and knowledge
Did we mention the ENMAX Advantage?
We offer competitive compensation including market leading time off provisions, a comprehensive flexible benefits program, non-downtown location that includes great building amenities such as free onsite fitness facility with programming geared to employees needs, onsite child care centre (upon availability, offered from our ENMAX Place location 141 50 Ave. SE), free parking and much more. If you share our values and would like to make a difference with your career, join the team and see where the ENMAX possibilities can take you.
Salary: Customer Service Representative Level B (Current CUPE 2011 rates)
$39,715.68 - $42,215.26 - $44,695.01 - $47,174.76 - $49,654.51
Location: ENMAX Encompass Calgary, AB
http://www.recruitingsite.com/csbsites/enmaxcareers/JobDescription.asp?JobNumber=659860