Customer Service Representative

Why ENMAX?  We are driven by our purpose of lighting the way to a brighter energy future, a future that includes a workplace where you’ll experience belonging and unlock possibilities. We offer meaningful opportunities, strong collaboration and a career aligned to what matters to you. We’re proud of who we are and the work we do to support our communities and customers who depend on us, because at ENMAX, we’re lighting the way together.
As an ENMAX Customer Service Representative, you will represent the ENMAX brand by delivering exceptional customer service as a trusted advisor to Albertans for their energy needs. Our call center is fast paced, results driven, high energy, and a constantly evolving workplace. On any given day, we serve thousands of Albertans over the phone, live-chat and email. We make it easy for customers to do business with us because we’re passionate about providing the best experience.

We work hard and understand the importance of recharging and celebrating our success. As a Customer Service Representative, you will connect with customers over phone, email, and/or live chat to provide "first contact" resolution on their inquiries. The nature of these interactions may vary from troubleshooting high bills to promoting products to setting up new service. With each customer interaction you will:
Deliver a positive and professional customer experience across phone, email, and live chat interactions
Leverage support and escalation teams for complex calls to resolve and/or transfer as appropriate
Provide expert advice on ENMAX’s services and processes and work with customers to best meet their needs
Balance customer experience, accuracy, quality, and efficiency in a fast-paced environment
Remain adaptable as customer needs, processes, technology, and business priorities evolve
Identify opportunities to recommend products, services, or solutions that meet the customer’s needs
Clearly explain account details, billing information, products, services, policies, and available options in a way customers can easily understand
What will your day look like?  The role offers a daily structured routine where you have scheduled breaks, and your performance metrics are measured. This role is primarily remote and requires a dedicated and private workspace (free of distractions) that you can use to work from home and reside within 45 minutes of ENMAX’s Head Office (141 - 50th Ave SE, Calgary, AB).

During the probation period, you will be required to work from the office (ENMAX Place) at least once per week. You can expect a minimum of 20 hours per week with the ability to flex up to 36 hours per week (based on business availability). Rotational shifts are scheduled for 6 weeks in advance. Fully flexible availability is required during the call centre operational hours of 8:00 AM-8:00 PM Monday to Friday and 8:00AM - 4:30 PM Saturday, due to the scheduling requirements of this role, individualized scheduling arrangements are not available.
Qualifications   High school diploma or G.E.D.
At least one year of experience in customer service
Proven analytical skills, good judgment, and sensitivity to customer needs
This position is remote and requires a dedicated and private workspace (free of distractions) that you can use to work from home and reside within 45 minutes of ENMAX’s Head Office (141 - 50th Ave SE, Calgary, AB).
Demonstrated computer skills including the ability to learn new programs and systems and a minimum typing speed of at least 40 words per minute.
If you have experience with SAP or similar software, that’s a bonus!
Fully flexible availability to be scheduled for rotational shifts during the call centre operational hours of 8AM-8PM Monday to Friday and 8AM - 4:30 PM Saturday,…