Customer Service Representative (Part-Time)

Current ENMAX employees are encouraged to apply through their internal Workday access.

Posted: February 14, 2025

Closing Date: February 20, 2025

Position Type: Permanent – Part-Time

Union: CUPE

ENMAX Values – Safety, Integrity, Accountability, Service, Teamwork, Agility, Innovation.

PEOPLE. That's the power behind ENMAX Corporation. As one of Alberta's leading energy and utility providers, our employees are the strength and knowledge that continue to drive our success. At the ENMAX group of companies, we look for energy solutions for today, while knowing we have the power to provide for a better tomorrow.

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:

• Lead with professionalism, courtesy, and sound product knowledge.

• 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.

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).

• 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 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 8:00 AM - 4:30 PM Saturday; special scheduling accommodations are not available.

Qualifications

• At least one year of experience in customer service.

• High school diploma or G.E.D.

• Proven analytical skills, good judgment, and sensitivity to customer needs.

• Demonstrated computer skills including an ability to learn new programs and systems and a minimum typing speed of 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 8 AM-8 PM Monday to Friday and 8 AM - 4:30 PM Saturday; special scheduling accommodations are not available.

What will make you successful in this role?

• Tech Savvy - You excel at navigating multiple computer systems and screens effortlessly and seamlessly.

• You’re highly articulate and comfortable interacting with others.

• You take pride in providing quality customer service, always approaching with professionalism, courtesy, and sound product knowledge.

• Self-Motivated and Growth-Oriented - You’re driven by a passion for continuous learning. You value constructive feedback and see coaching as an essential tool for personal and professional development.

• Highly skilled in negotiation, problem resolution, and relationship building; you know what it takes to excel in a rapidly changing environment.

• You thrive in challenging situations and are not easily discouraged. You have a knack for identifying issues and finding effective solutions quickly while being sensitive to customer needs.

• Proven ability to work effectively in a team environment; you value constructive feedback and see coaching as an essential tool for personal and professional development.

Obviously, there are some other skills we’ll talk about at your interview, but the above is a good starting point. If you’re the person we’re looking for, make sure you apply by February 20, 2025.

Salary: Customer Service Representative, Level B (Current CUPE 2025 rates) $27.94 - $29.68 - $31.43 - $33.17 - $34.92.

Note:

• The starting rate for this position is $27.94 per hour and progresses to $34.92.

• Additionally, this role offers benefits, pension, and a performance-based bonus from the first day of employment.

Location: Remote or ENMAX Place (141 - 50th Ave SE, Calgary, AB)

ENMAX welcomes all qualified applicants to apply and is committed to a safe and respectful workplace. It is our aim to have a workplace which is inclusive and values safety, diversity, personal integrity, respect for individual differences, and encourages ownership and accountability for our actions.

Other Important Information:

• Must be legal to work in Canada and requires the successful completion of a criminal background check. Two pieces of valid Government issued ID and two professional references will be requested.

• Skills-based testing will be required as part of the recruitment process for this role.

• Shaw or TELUS Internet connection will be provided. If you live in an area that does not support Shaw or TELUS internet, you will have to work in-office. Computer equipment will be provided for all at-home agents.

• This job operates in a professional office environment and/or remote home office. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

• If we can provide an accommodation or adjustment to make the process more accessible for you, please let us know. ENMAX welcomes all qualified applicants to apply and is committed to a safe and respectful workplace. It is our aim to have a workplace which is inclusive and values safety, diversity, personal integrity, respect for individual differences, and encourages ownership and accountability for our actions.

• Every ENMAX employee is responsible for taking reasonable care to protect the health and safety of themselves, all other workers, and the public. Each employee must become familiar with safety procedures and rules applicable to their job and are required to follow them while working at ENMAX.

In the spirit of reconciliation, we respectfully acknowledge that we live and work on the traditional lands of Indigenous Peoples. ENMAX headquarters is in Calgary, Alberta, the traditional territory of the Blackfoot Confederacy, comprised of the Siksika, Kainai, Piikani, and Amskapi Piikuni Nations; the Tsuut’ina Nation; and the îyârhe Nakoda Nations of Chiniki, Bearspaw, and Goodstoney, and home to the Métis Nation of Alberta, as well as many diverse Indigenous people who have made the city their home. We are committed to strengthening relationships with Indigenous Nations and peoples in all communities where we operate, through respect and collaboration.

Please visit our careers page to learn more about other opportunities at ENMAX Corporation.

#LI-POST