Service Consultant

Department Description Energy Services is EPCOR's customer care business unit that supports EPCOR's billing operations, call center, collections, and online customer care portal. Energy Services also provides the regulated rate option (RRO) for electricity consumers within Edmonton and parts of Alberta. If you're looking for new opportunities, people who care and work that matters, apply today at

Full-Time | Permanent

Energy Services’ C ustomer Care Centre is the main point of contact for EPCOR’s regulated and competitive customers . A s a Service Consultant, you will be accountable for providing customers with outstanding sales, service and support for their inquiries including billing, payment negotiation and utility service requests. You will promote EPCOR services and products to customers , including energy plan sales for Encor by EPCOR customers.

• Answering customer questions and concerns over the phone and/ or in writing.
• Enrolling new customers in the Customer Relationship Management (CRM) system.
• Directing calls, requests, and escalations to appropriate departments as needed.
• Assisting customers with questions regarding billing and product offerings.
• Using active listening skills to understand customer needs and recommending appropriate products and services.
• Assisting customers with setting up and managing their accounts online.

• Contributing to customer retention by maintaining strong customer relationships.
• Managing challenging customers and requests with professionalism.

• Identifying inconsistencies and bringing forward opportunities for process improvements to Team Lead and/or Manager.
• Implementing approved ideas and/or suggestions.
• Initiating first level problem solving and first call resolution.

You must be able to attend our paid, in-person training program (approximately 3 months) , which includes both classroom instruction and practical experience taking customer calls.

• A ttained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
  • We validate completion during the security screening process using our third-party provider and you will need to have at minimum the name of the school , location and address and your student r.
• 2+ years of recent (within the last 3 years) work experience in a Call Centre, Community or Essential Services, Customer Service or Sales environment.
• Experience working in a utility, regulated, or corporate environment is highly desired.
• Strong keyboarding skills and the ability to multi-task (typing while talking to customers).
• Strong computer background including experience with Microsoft Office suite of products (Outlook, Word, and Edge).
  • Working knowledge of SAP and/or SharePoint are valuable assets.
• Excellent verbal, written and nonverbal communication skills and fluency in English (written and spoken) is essential; additional language(s) are an asset.
• Proven ability to solve problems with a positive attitude.
• Resourceful with a highly developed attention to detail.
• Ability to handle confidential information with discretion.
• Demonstrable track record of positive performance, punctuality and schedule adherence.

To be successful in this position, you must possess excellent interpersonal and customer service skills with the ability to establish and maintain positive working relationships. In a dynamic work setting…