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Work Desk Representative, Office
2 weeks ago
Reporting to the Supervisor, Customer Care, you will respond to inbound inquiries through multiple channels; including inbound customer phone, email and fax requests, line locates, high load moves and outage inquiries. The position measures work requests and service targets to assess the appropriate priority and deliver timely assignment of all work requests.Location:Vegreville, ABDuration:8 Months (Part-Time)What We Offer:Salary starting at $34.63 hourly4 days a week from 10AM - 4PM. Hours may be extended according to business needs6% vacationA hybrid work schedule will be implemented upon demonstration of competenceEngaging, hands-on experience in the electric utility sectorA culture based on caring, integrity, agility and collaboration, and striving for excellenceA supportive team environment with opportunities for professional growth and skill developmentWhy 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 aWork 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.Reporting to the Supervisor, Customer Care, you will respond to inbound inquiries through multiple channels, including inbound customer phone, email, and fax requests, line locates, high load moves, and outage inquiries. The position measures work requests and service targets to assess the appropriate priority and deliver timely assignment of all work requests. The WDR acts as a bridge between end use customers, retailers and distributors so the WDR needs to demonstrate an excellent understanding of the electric utilities industry, the ATCO Electric service area, and geography. Knowledge of the ATCO Electric Customer Terms and Conditions for electric distribution service and an understanding of the Customer Connection Model lifecycle would be an asset.At ATCO Electric, we are committed to providingextraordinary serviceto our customers. We valuecollaboration, innovation, and dedicationto 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 with call center and utility experience.Demonstrated problem solving experience related to identifying and resolving customer inquiries.Performs 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.Proficiency in Microsoft Office applications: Word, Excel, Outlook, SharePoint, PowerPoint, Office 365 Apps (Teams, OneDrive, etc).The WDR should have knowledge of systems that support the business processes such as customer information systems, work management systems, work force management systems and process quality metrics.Residency Requirement: The successful candidate must maintain a residence within the established service point boundary for Vegreville, AB.We would like to thank everyone for their application; however,only those being considered for an interview will be contacted.About ATCO Electric:ATCO Electric is part ofATCO Ltd., a diversified global holding corporation withapproximately 6,000 employeesand assets of$23 billion.ATCO has investments in:Structures & Logistics– Workforce housing, modular facilities, construction, site support services, logistics, and operations managementEnergy Infrastructure– Electricity generation, transmission, and distribution; natural gas transmission, distribution, and infrastructure development; energy storage and industrial water solutions; electricity and natural gas retail salesTransportation– Ports and transportation logisticsCommercial Real Estate– Development and managementMore information can be found at ATCO is proud to be anEqual Opportunity Employer. All qualified applicants will receive consideration for employment without regard torace, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity, or any other characteristic protected by law., Puskas, Nicolette, >
