Service Consultant

Description

Highlights of the job

Join Our Team as a Service Consultant – we are hiring up to 15 Consultants to join the Energy Services Team.

📍Edmonton, AB
🕒 Tentativestart date ofFebruary 1, 2027

📅Full-Time | Permanent

Energy Services’ Customer Care Centre is the main point of contact for EPCOR’s regulated and competitive customers.As a Service Consultant, you will be accountable for providing customers with outstanding sales, service and support for their inquiries including billing, payment negotiation andutilityservice requests. You will promote EPCOR services and products to customers, including energy plan sales for Encor by EPCOR customers.

What you’d be responsible for

Customer Service

• Answering customer questions and concerns over the phone and/or in writing.
• Enrolling new customersin theCustomer Relationship Management(CRM)system.
• Directingcalls, requests, andescalationstoappropriate departments as needed.
• Assisting customers with questions regarding billingandproduct offerings.
• Using active listening skills to understand customer needs and recommendingappropriate products and services.
• Assisting customerswith setting up and managing theiraccountsonline.

Customer Retention

• Contributing to customer retention by maintaining strong customer relationships.
• Managing challenging customers and requests with professionalism.

Continuous Improvement and Problem Solving

• Identifyinginconsistenciesand bringing forwardopportunities for process improvementsto Team Lead and/or Manager.
• Implementing approved ideas and/or suggestions.
• Initiating first level problem solving and first call resolution.

What’s required to be successful

You must be able to attend our paid, in-persontraining program (approximately3 months), whichincludes both classroom instruction and practical experience taking customer calls.

Qualifications, behaviours and experience the successful candidates will possess are:

• Attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)We validate completion during the security screening process using our third-party provider and you will need to have at minimum the name of the school, location and address and your student ID number.
• 2+years of recent (within the last 3 years) work experiencein aCall Centre, Community or Essential Services, Customer Service or Sales environment.
• Experience working in a utility, regulated, or corporateenvironmentis highly desired.
• Strongkeyboarding skills and the ability to multi-task(typing while talking to customers).
• Strong computer background including experience withMicrosoft Office suite of products(Outlook, Word, and Edge).Working knowledge of SAP and/or SharePointare valuable assets.
• Excellent verbal, written and nonverbalcommunicationskillsand fluencyin English (written and spoken)is essential;additional language(s) arean asset.
• Provenability to solve problems with a positive attitude.
• Resourcefulwith a highly developedattention to detail.
• Ability tohandle confidential information with discretion.
• Demonstrable track record of positive performance, punctuality and schedule adherence.

To be successful in this position, you must possessexcellent interpersonal and customer service skillswith the ability toestablish and maintain positive working relationships.In a dynamic work setting with rapidly evolving business needs, our ideal candidatesmustdemonstrate resilience and the ability to manage back-to-back callsthroughout their workday.Adaptability and a proactive approach to handling challengesare essential for success in this role.

Other important facts about this job

Upon successfully completing the probationary period and demonstrating satisfactory performance, employees will have the opportunity to participate in our work-from-home program. This program offers the flexibility of remote work, requiring a minimum of 1 in-office day per month (subject to business needs).

• Jurisdiction: CSU52
• Class: SCA3
• Wage:Developmental Training Period (First 3 Months): $29.97/hourOn-the-Job Training Rate (Next 3 Months or 520 Hours Worked): $31.48/hourRegular SCA3 Rate (upon successful completion of the developmental program): $33.05/hourProgression through the developmental training program is based on successful completion of training requirements. Employees working in a part-time capacity will progress to the next wage rate after accumulating the required hours worked.
• Hours of Work:80 hours biweekly (during training)
• Work Location:EPCOR Tower (10423 101 Street, Edmonton, Alberta)

Shifts coincide with the Customer Care Centre's hours of operation:

• Monday-Friday from 08:00AM-19:15PM, Saturdays 08:00AM-16:45PM
• Shifts are determined according to business needs and follow a weekly rotating schedule, which is published four weeks in advance