Part-time Customer Service Representative

2 days ago

Airdrie, Canada FortisAlberta Inc Full time

**ABOUT US** At FortisAlberta we invest in our greatest resource - our people. As Alberta’s largest electricity distribution provider, we are positioned for growth. Each day, FortisAlberta employees strive to exceed customer expectations while maintaining a focus on our commitment to safety. **APPLICATION DEADLINE: November 18, 2024** **TITLE**: Part-time Customer Service Representative (U24-275) **DEPARTMENT**: Customer Service **WORK LOCATION/OFFICE**: Airdrie **STATUS**: 02 PT Permanent - Hrly **NUMBER OF HIRES**:16 **DESCRIPTION**: **DUTIES & RESPONSIBILITIES INCLUDE (but not limited to)**: - Respond and resolve customer requests received through a variety of communication channels - Manage customer emergency situations safely and effectively - Support customer relationships by proactively addressing and resolving customer/retailer requests - Create work orders from information received by customers, retailers or internal sources - Partner effectively with Dispatch and FortisAlberta Control Centre for timely information regarding status of all planned or unplanned outages - Enter order comments and update customer interaction details accurately in the system - Monitor Trouble calls received through High Volume Call Answerer (HVCA) and follow through on customer contacts - Proactively communicate and identify opportunities for process improvement - Escalate issues that require tracking, follow up and resolution - Participate in special project work as assigned **KNOWLEDGE, SKILLS & ABILITIES**: - Excellent customer service skills and people orientation - Strong communication and listening skills with the ability to identify customer needs - Decision making skills to effectively manage high peak/high volume call periods - Attention to detail with the ability to accurately enter data - Capable of managing a variety of tasks in a fast-paced work environment - Ability to work independently to resolve customer and retailer requests by determining correct process and procedure - Ability to build relationships with internal and external stakeholders through insight and personal credibility **REQUIRED QUALIFICATIONS**: - A High School diploma is required - Proficiency in Microsoft Office is required **PREFERRED QUALIFICATIONS**: - Exposure to SAP systems is considered an asset - Prior customer service experience is considered an asset **Special Conditions**: The Customer Care Centre operates on a seven (7) day a week, 24 hour a day schedule and as such, it is understood that schedules will vary. Overnight Weekends Position: Overnight Weekdays Position: **Part-Time Position**: NOTE: The Contact Centre operates on a seven (7) day a week, 24 hour a day schedule and as such, it is understood that schedules will vary. Saturday and Sunday are considered regular workdays for all employees. **TO APPLY TO THIS POSITION**: Please submit your resume via the button below: "Apply"

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