Specialist, Customer Care

7 months ago

Edmonton, Canada Atco Ltd. Full time

**Position: Specialist, Customer Care & Billing**
**Division: Customer Experience & Initiatives**
**Location: Edmonton, AB**
**Duration: 12 - 15 Month Term
**Summary**:
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.

Reporting to the Manager, Customer Care and Billing (CC&B), you will focus on supporting the implementation of projects, initiatives and technology that will enhance the customer experience and further improve the effectiveness of the award-winning CC&B teams. We are seeking a forward-thinking and motivated individual who will support a dedicated team of individuals by optimizing processes and implementing exciting innovative technology to deliver best in class customer service.

**What You Get to Do**:

- Serve as the primary lead for technology integration within the Customer Care & Billing team, including overseeing User Acceptance Testing and troubleshooting.
- Spearhead the adoption of AI technologies to analyze customer sentiment and enhance feedback mechanisms for Customer Care Representatives.
- Develop reports and present on customer satisfaction and team performance metrics using tools like Salesforce, Survey Monkey, and Power BI.
- Analyze and improve existing customer service processes to increase efficiency and effectiveness.
- Collaborate with vendors and industry partners to explore innovative solutions that benefit both internal partners and customers.
- Facilitate workshops and discussions to drive collaborative solutions and process improvements.

**What you Bring**:

- A Bachelor’s degree in Business Management, Engineering, Information Technology, diploma or equivalent combination of education and experience appropriate for this position.
- 2-5 years’ experience, preferably in a customer service utility environment.
- Proficiency in the Microsoft Office 365 Suite. Experience with Salesforce, Talkdesk, PowerBi, Rise Articulate, and iGrafx would be an asset.

**What We Offer**:

- An engaging, hands-on experience in the gas utility sector.
- A supportive team environment with opportunities for skill development.
- A vital role in a company dedicated to safety, innovation, and community service.

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