Customer Service Representative

FortisBC•Trail, BC

22d•Onsite

About The Position

As the province’s largest energy provider with more than 100 years of knowledge and experience, we proudly deliver renewable energy, natural gas, electricity and propane to 1.3 million customers. We're actively seeking new talent to join our mission of delivering a stronger energy future in B.C. As one of BC's Top Employers with a diverse team of over 2,700 employees, we are committed to a safe and inclusive culture where each of us can connect, belong, and grow. Join us, and together, let's shape a brighter future for B.C. You live and breathe the values of delivering a world-class customer experience with an empathic demeanor, integrity and respect. A people-person at heart, you put yourself in the shoes of others to gain a better perspective of every situation so you can offer the best possible solutions. You understand that customers contribute to any company's success and take tremendous pride in ensuring every customer is happy with every interaction, so they come away with memorable experiences they can share with others. As our Customer Service Representative, you’ll put all passion for the customer experience to work and contribute to an environment where customer engagement matters most. In this role, you’ll connect with customers to support their questions, inquiries and concerns through various channels, such as online chat, phone and email. You’ll take charge to resolve customer inquiries with little to no effort from our customers to make their situation easy and worry-free. As a customer yourself, you understand it’s all about our customers and supporting them the right way the first time. In year 1, you will: Develop knowledge and skills in the overall fundamental customer service processes to provide world-class experiences while interacting with our customers. Work to better understand our customer service expectations through specialized processes and channels of communication. Build relationships with peers and leaders through regular interactions. In year 2, you will: Continue to build knowledge, skills and confidence in all customer service processes, including resolving more complex and escalated customer inquiries. Partner with customer service leaders to support and mentor new colleagues. Gain a broader understanding of projects, committees and initiatives through collaboration across the customer service teams and beyond.

Requirements

A high school diploma or general educational development.
A customer-centric mentality and attitude dedicated to creating memorable and world-class experiences.
Excellent verbal and written communications delivered in an understanding and respectful way.
A solid multi-tasker who can navigate multiple computer programs to support the work you do with customers.
Exceptional problem-solving skills and an ability to ask effective questions to get to the root of any issue and provide the best possible solution.
Ability to attend full-time classroom training starting on November 23, 2026, from Monday to Friday and scheduled from 8:30am - 4:30pm. Attendance is MANDATORY during this time.

Responsibilities

Connect with customers to support their questions, inquiries and concerns through various channels, such as online chat, phone and email.
Resolve customer inquiries with little to no effort from our customers to make their situation easy and worry-free.
Support and mentor new colleagues (in year 2).
Collaborate across customer service teams and beyond on projects, committees and initiatives (in year 2).