Customer Care Representative

**Position: Customer Care Representative (12 Month Term)**

**Division: Customer Care & Billing**

**Location: Edmonton, AB**

**COVID-19 Information**:
ATCO is committed to providing and maintaining a safe environment for our employees, contractors, partners, and customers. As part of this unwavering commitment to safety, all ATCO employees and contractors are required to be fully vaccinated against Covid-19.

**Position Summary**:

- Always there. Anywhere. _That’s us We are committed to delivering inspired solutions for a better world. We care about our communities, we care about each other, and we care about showing up for those who need us. We never break a promise and we have the courage to do the right thing, even when it’s hard. We take pride in holding ourselves to the highest standard of integrity and excellence in all that we do.

Reporting to the Supervisor, Contact Centre or the Supervisor, Billing Operations, this position is responsible to respond to inbound inquiries through multiple channels in a manner that preserves the Company’s excellent reputation. This position is also responsible for the timely and accurate completion of site, account and customer updates in CIS, order creation, CIS exceptions, charge and statement verifications, financial reconciliations and invoicing and market transaction traffic reporting. The Customer Care Representative is accountable for the information relayed to customers and the completion of tasks and expected to utilize tools, systems, resources and their utility knowledge to deliver exceptional customer service.

We’re looking for someone who cares about their work and strives for more each day. Someone who challenges the status quo, embraces change, and thrives in a collaborative work environment. If you are someone who approaches work with passion, curiosity and the courage to innovate, then this role is for you.

**What You Get to Do**:
Customer Service and Contract Management:

- Answer incoming customer, retailer and local office inquiries
- Use all available tools, resources, and decision-making skills to manage inbound and outbound inquiries
- Review customer data to proactively identify issues
- Strive for First Call Resolution by validating customer understanding
- Respond to customer inquiries concerning billing charges, usage, and meter reads
- Provide information to customers related to energy management
- Calculate customer bills by performing complex rate formulas
- De-escalate callers whenever possible
- Escalate/transfer customer calls to the appropriate internal department when warranted
- Respond to emergency customer calls in potentially life-threatening situations
- Strictly adhere to privacy laws, Code of Conduct Regulation and other applicable Rules
- Obtain and verify customer information to maintain the accuracy of ATCO-CIS
- Respond to and manage ATCO Electric reception calls
- Adhere to metrics involved in scoring the quality of customer service, personal productivity targets and contribute to overall service levels
- Make suggestions for ways of improving processes
- Send customer service requests to the appropriate departments, following established guidelines
- Warm transfer customer using Concierge service to Retailers regarding billing and payment inquiries
- Complete outbound calling as required

Review and Process exceptions, site, account and customer updates:

- Review data update requests via a variety of methods, for accuracy and confirm data aligns with Terms & Conditions and Distribution tariffs
- Monitor, troubleshoot and utilize experience and process to resolve Work Queues/Reports associated with the life cycle of a site to resolve exception; such as but not limited to; Service Account follow up with WQ
- Identify and escalate all incidents including any quality defects
- Track and submit weekly status reports

Charge/statement validation, financial controls, invoicing, market transaction traffic reporting and correspondence:

- Perform post charging statement and charge check validation
- Provide Retailer and Retailer agents with invoices including supporting data as required
- Balance ledgers
- Input of payment and invoice items
- Capture the market transaction traffic information
- Identify and escalate all incidents including any quality defects
- Investigate returned mail, following established processes
- Strictly adhere to privacy laws, Code of Conduct Regulation and other applicable Rules
- Utilize systems, processes and knowledge to resolve exceptions reporting and work queues
- Review, determine and execute appropriate course of action
- Track and submit weekly status report

Process integrity and knowledge transfer:

- Contribute to the creation of business documentation and training
- Support the yearly evergreen review of business documentation
- Adhere to process
- Support cross-training initiatives and perform related processing
- Support real-time process reviews
- Identify enhancement re