Work Desk Representative, Office

**Location**: Vegreville, AB

**Duration**: 12 Months

**What We Offer**:

- Salary starting at $2,770.14 bi-weekly
- 15 days vacation
- 5 additional paid days off
- Hybrid schedule
- Engaging, hands-on experience in the electric utility sector
- A culture based on caring, integrity, agility, collaboration, and striving for excellence
- A supportive team environment with opportunities for professional growth and skill development

This temporary position has the potential to open the door to other opportunities within our company

**Why Work Here**:
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.

**About the Role**:
Join us at ATCO Electric as a **Work Desk Representative**. As a valuable member of our team, you will have the opportunity to work in a fast-paced and changing environment, where you will be challenged to excel and make a difference.

At ATCO Electric, we are committed to providing **extraordinary service** to our customers. We value **collaboration, innovation, and dedication** to achieving results.

**Responsibilities**:

- Be a champion of Customer Service Experience; demonstrate exemplary customer interactions, issues management, and one contact resolution. Actively seek to achieve customer satisfaction in all customer exchanges.
- Use Customer Information Systems, Work Management systems and approved processes to respond to customer phone calls, billing inquiries and initiate investigations to resolve customer concerns and create service requests to the appropriate departments, if required.
- Monitor and create reporting metrics for delinquent service requests, including underground locates, high load moves, retailer requests and customer requests in multiple systems.
- Utilize available technologies to dispatch work requests, monitor progress, manage exceptions and ensure completions. Determine the urgency of the request, prioritize, schedule and assign the work requests to be completed against service targets.
- Act as centralized contact for field operations for dispatched work and central work operations procedures and processes.
- Monitor, troubleshoot and resolve site account and customer updates, work queues/reports associated with the lifecycle of a site using approved processes and procedures in multiple systems including but not limited to ATCO-CIS and Maximo.
- Prioritize all customer inquiries using ATCO systems against criteria to determine if an on-site response is required or if the request can be completed without a site visit. Identify mapping discrepancies in reconciliation reporting and consult with external contractors to facilitate corrections.
- This position is accountable for the information relayed to customers, the completion of tasks, and is expected to utilize tools, systems, resources and their utility knowledge to deliver exceptional customer service on behalf of ATCO Electric. It is essential that the WDR adhere to the privacy standards and codes of conduct that regulate the electric utility industry.

**What We Are Looking For / Who You Are**:

- High School Diploma is required.
- 3 years customer service experience, preference will be given to those with call center and utility experience.
- Demonstrated problem solving experience related to identifying and resolving customer inquiries.
- Performing functions with a sense of purpose and a degree of urgency.
- Creates a positive work environment by demonstrating and sharing functional/technical knowledge.
- Strong interpersonal skills with an emphasis on teamwork. Positive and professional attitude to facilitate positive interactions with diverse groups of individuals including team members and customers.
- Excellent organizational, analytical and communication skills (oral & written).
- Strong customer focus and ownership of customer experience.
- Flexibility to adapt to changing priorities, manage and balance a variety of interests and objectives.
- The WDR should have knowledge of systems that support the business processes such as customer information systems, work management systems, workforce management systems and process quality metrics.

**About ATCO Electric**: ATCO Electric is part of **ATCO Ltd.**, a diversified global holding corporation with **approximately 6,000 employees** and assets of **$23 billion**.

ATCO has investments in:
**Structures & Logistics** - Workforce housing, modular facilities, construction, site support services, logistics, and operations management

**Energy Infrastructure** - Electricity generat