Service Consultant

About the role

Energy Services is EPCOR's customer care business unit. It supports EPCOR's billing operations, call center, collections, and online customer care portal. Energy Services also provides the regulated rate option (RRO) for electricity consumers within Edmonton and parts of Alberta.

Join our team as a Service Consultant. We are hiring up to 15 Consultants to join the Energy Services team. This is a full-time position described as 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 sales, service and support for their inquiries, including billing, payment negotiation and utility service requests. You will promote EPCOR services and products to customers, including energy plan sales for Encor by EPCOR customers.

You must be able to attend our paid, in-person training program, which is approximately 3 months and includes classroom instruction and practical experience taking customer calls.

The position you are applying for will transition from temporary to permanent after a three-month training period. During this time, you will receive comprehensive training and support to help you succeed in your role. Upon successful completion, you will be offered a permanent position with benefits, vacation days and opportunities for career growth within our company.

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
• 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

Responsibilities

Customer Service

• Answer customer questions and concerns over the phone and/or in writing.
• Enroll new customers in the Customer Relationship Management (CRM) system.
• Direct calls, requests, and escalations to appropriate departments as needed.
• Assist customers with questions regarding billing and product offerings.
• Use active listening skills to understand customer needs and recommend appropriate products and services.
• Assist customers with setting up and managing their accounts online.

Customer Retention

• Contribute to customer retention by maintaining strong customer relationships.
• Manage challenging customers and requests with professionalism.

Continuous Improvement and Problem Solving

• Identify inconsistencies and bring forward opportunities for process improvements to the Team Lead and/or Manager.
• Implement approved ideas and/or suggestions.
• Initiate first-level problem solving and first-call resolution.

Requirements

Qualifications, behaviours and experience successful candidates will possess:

• A high school diploma (GED, or equivalent level of secondary education) and legal entitlement to work in Canada. A copy of a valid work permit may be required.
• Completion is validated during the security screening process using a third-party provider. You will need to have at minimum the name of the school, location and address, and your student ID number.
• 2+ years of recent work experience, within the last 3 years, in a Call Centre, Community or Essential Services, Customer Service or Sales environment.
• Experience working in a utility, regulated, or corporate environment is highly desired.
• Strong keyboarding skills and the ability to multi-task (typing while talking to customers).
• Strong computer background, including experience with Microsoft Office suite of products (Outlook, Word, and Edge).
• Working knowledge of SAP and/or SharePoint are valuable assets.
• Excellent verbal, written and nonverbal communication skills and fluency in English (written and spoken) is essential; additional language(s) are an asset.
• Proven ability to solve problems with a positive attitude.
• Resourcefulness with highly developed attention to detail.
• Ability to handle confidential information with discretion.
• Demonstrable track record of positive performance, punctuality and schedule adherence.
• Excellent interpersonal and customer service skills, with the ability to establish and maintain positive working relationships.
• Resilience and the ability to manage back-to-back calls throughout the workday in a work setting with rapidly evolving business needs. Adaptability and a proactive approach to handling challenges are essential for success in this role.

A requirement of working for EPCOR is that you are at least 18 years of age, have successfully attained a high school diploma (GED, or equivalent level of secondary education), and are legally entitled to work in Canada. A copy of a valid work permit may be required.

If you are considered for the position, clearance on all applicable background checks, which may include criminal, identity, educational, and/or credit checks, and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.

A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.

To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.

Prior infractions for unsafe driving behaviours will be evaluated and considered for non-selection regardless of current demerits on file.

Successful applicants must provide their own vehicles with appropriate insurance in accordance with EPCOR’s Employee Mileage Reimbursement Policy. You will be reimbursed in accordance with EPCOR’s Employee Mileage Reimbursement Policy.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Benefits

Upon successful completion of the three-month training period, you will be offered a permanent position with benefits, vacation days and opportunities for career growth within the company. After successfully completing the probationary period and demonstrating satisfactory performance, employees may participate in the work-from-home program, requiring a minimum of 1 in-office day per month, subject to business needs.