Work Desk Representative, Office

Your opportunity is here!  

Location: Vegreville, AB

Division: ATCO Electric 

Duration: 18 Months

What We Offer: 

• Starting rate $2,874.02 Bi-weekly 

• Flexible benefits  

• 15 days paid vacation

• 5 additional paid days off

• Charitable donation matching 

• A culture based on caring, integrity, agility, collaboration, and safety 

Why 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.

About the Role:

The Work Desk Representative – Office (WDR), is responsible for responding to inbound inquiries through oral and written communication. 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. 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.

What You’ll Do:

Respond to Customer and Employee Work Requests

• Be a champion of the 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 System, Work Management systems and approved processes to respond to customer inquiries and initiate investigations to resolve customer concerns and create service requests to the appropriate departments, if required.

• Create customer notifications for planned outages and respond to outages via multiple channels including phone calls, emails, website, and social media. 

• Prioritize all customer inquiries using Work Force Management, mapping systems and specific criteria to determine if ATCO needs to respond on site 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 and database updates, if required.

• Respond to customer emergency calls following appropriate processes and safety standards. 

• Use all available tools, resources, and decision-making tools to manage inbound (phone, email, chat and SMS) and outbound requests. 

• Perform Central Work Operations administration activities and provide support to Distribution Operations and Field Operations.

• Adhere to metrics involved in scoring the quality of customer service, personal productivity targets and contribute to overall service levels.

Administration and Operations / Field Support

• Provides general administrative and clerical support - filing, photocopying, faxing, sorting mail and data entry, as required. 

• Assist with the development and training of Central Work Operations process, policies, and procedures. 

• Act as centralized contact for field operations for dispatched work and central work operations procedures and processes.

• Support billing operations and other workgroups as needed.

Support process integrity and knowledge transfer

• Aid in the development, improvement, update and evergreening of business practices and processes, policies and supporting documentation. 

• Provide training and ongoing mentoring for new Work Desk Representative recruits. 

• Support cross training initiatives Support and participate in efforts to expand business knowledge.

Provide ongoing support for system enhancements including project work and UAT testing 

• 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 business processes such as customer information systems, work management systems, work force management systems and process quality metrics.

What You’ll Bring:

• 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 function 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 the customer experience.

• Flexibility to adapt to changing priorities, manage and balance a variety of interests and objective.

We would like to thank everyone for their application; however, only those being considered for an interview will be contacted. Successful candidates may be required to complete a criminal, education and employment background check and other skills assessments as needed for the position.

About Us

ATCO Electric is part of ATCO Ltd. ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics, Utilities, Energy Infrastructure, Retail Energy, Transportation and Commercial Real Estate. Learn more about how we build communities, energize industries and deliver customer-focused solutions like no other company in the world at www.atco.com. 

ATCO is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity or any other characteristic protected by law. Visit our website for more information.