Advisor, Customer Care

Customer Service Representative. Or as we like to sayCustomer Care Advisor!

Were looking for aCustomer Care Advisor to join our diverse and vibrant team and become part of the ATCO family. ATCO Energy operates two lines of business comprising its Energy and Home Services division.

At the Customer Care Centre (CCC) were far more than just a regular call center: were a community built on encouragement support and positivity. Here you can look forward to a vibrant downtown environment filled with a bright and welcoming atmosphere complimentary coffee and engaging events that make every day enjoyable. We take pride in making a real difference for our customers. We like to call ourselves the A-Team!

The Role

This role focuses on helping ATCO Energy customersturn everyday home and business challenges into smart simple and relevant solutions that make life easier.As part of our exciting growth Customer Care Advisors will have the opportunity to expand their skills by supporting both ATCO Energy Home Services and ATCO Energy clients. With operations running six days a week these roles are perfect for candidates who value flexibility and are eager to be part of a dynamic collaborative team.

On a daily basis youll

• Be the direct support line for customers via multiple channels including phone chat and email.
• Cross-sell ATCO Energys various lines of business to enable customers to take advantage of a wider range of our services.
• Discuss energy bills with customers and provide appropriate solutions.
• Be responsible for managing personal KPIs to support overall business goals.
• Ensure the timely resolution of customer complaints and maintain a positive customer experience.
• Ask questions to provide solutions for current and potential customers.
• Sell a multitude of products and services for home and business needs.
• Provide residential and business support to energy customers.
• Maintain financial accounts by processing customer adjustments.
• Open and maintain customer accounts by recording account information.
• Address product or service concerns by understanding the complaint identifying the cause providing a solution making corrections quickly and confirming resolution.

Who you are:

• You love the excitement of a fast-paced environment and thrive under pressure.
• You are a great listener and can make each customer feel special.
• You are incredibly detail-oriented which is just what we like.
• You think quickly on your toes and trust your judgement.
• You understand the environment were building here at ATCO Energy and naturally bring that feel-good vibe with you to the office.

What you have:

• High School Diploma or equivalent is required
• Customer service experience customer contact center experience is required
• 1 year of sales experience in-bound or outbound required
• Excellent command of the English language: Oral and written
• Experience with Talkdesk and/or Salesforce is an asset
• Strong knowledge of PCs and strong keyboarding skills (min 40 wpm)
• Proficient in Microsoft Suite applications
• Available to work during hours of operation that span 6 days/week and flexible to move shifts
• Comfortable with social media smartphones online tools and mobile apps

Why Join ATCO Energy

If youre not yet convinced that working at ATCO Energy could be the smartest decision you ever made we also offer*

• Competitive compensation pension matching and employee share options.
• Volunteering (during work hours) program and charitable donation matching.
• Hybrid work schedule meeting-free Fridays and Work from Anywhere August!
• Well-Being @ATCO Health & Wellness Program!
• Wellness and psychologist coverage up to $3000 per family
• Fertility Drugs & Treatment Benefits
• Adoption benefits
• Flexible public holidays
• Your birthday off
• So much more!

*Benefits eligibility may vary depending on full-time part-time or casual status

This role is located at the Customer Care Centre in Calgary Alberta.

Salary for full-time employees is $48000 but thats just the beginning! Theres a lot of room for progression.