Advisor, Customer Care

ATCO•Calgary, AB

6d•Hybrid

About The Position

Customer Service Representative. Or as we like to say, Customer Care Advisor! We’re looking for a Customer Care Advisor to join our diverse and vibrant team and become part of the ATCO family. ATCO Energy operates two lines of business comprising its Energy and Home Services division. At the Customer Care Centre (CCC), we’re far more than just a regular call center: we’re a community built on encouragement, support, and positivity. Here, you can look forward to a vibrant downtown environment filled with a bright and welcoming atmosphere, complimentary coffee, and engaging events that make every day enjoyable. We take pride in making a real difference for our customers. We like to call ourselves the A-Team! This role focuses on helping ATCO Energy customers turn everyday home and business challenges into smart, simple and relevant solutions that make life easier. As part of our exciting growth, Customer Care Advisors will have the opportunity to expand their skills by supporting both ATCO Energy Home Services and ATCO Energy clients. With operations running six days a week, these roles are perfect for candidates who value flexibility and are eager to be part of a dynamic, collaborative team.

Requirements

High School Diploma or equivalent is required
Customer service experience, customer contact center experience is required
1 year of sales experience, in-bound or outbound required
Excellent command of the English language: Oral and written
Strong knowledge of PCs and strong keyboarding skills (min 40 wpm)
Proficient in Microsoft Suite applications
Available to work during hours of operation that span 6 days/week and flexible to move shifts
Comfortable with social media, smartphones, online tools and mobile apps

Nice To Haves

Experience with Talkdesk and/or Salesforce is an asset

Responsibilities

Be the direct support line for customers via multiple channels including phone, chat, and email.
Cross-sell ATCO Energy's various lines of business to enable customers to take advantage of a wider range of our services.
Discuss energy bills with customers and provide appropriate solutions.
Be responsible for managing personal KPI’s to support overall business goals.
Ensure the timely resolution of customer complaints and maintain a positive customer experience.
Ask questions to provide solutions for current and potential customers.
Sell a multitude of products and services for home and business needs.
Provide residential and business support to energy customers.
Maintain financial accounts by processing customer adjustments.
Open and maintain customer accounts by recording account information.
Address product or service concerns by understanding the complaint, identifying the cause, providing a solution, making corrections quickly, and confirming resolution.