Service Consultant at EPCOR in Edmonton, Alberta, CA

Highlights of the job

Join Our Team as a Service Consultant – we are hiring up to 15 Consultants to join the Energy Services Team.

📍 Edmonton, AB 🕒 Tentative start date of February 1, 2027

📅 Full-Time | Permanent

Energy Services’ Customer Care Centre is the main point of contact for EPCOR’s regulated and competitive customers. As a Service Consultant, you will be accountable for providing customers with outstanding sales, service and support for their inquiries including billing, payment negotiation and utility service requests. You will promote EPCOR services and products to customers, including energy plan sales for Encor by EPCOR customers.

What you’d be responsible for

Customer Service

• Answering customer questions and concerns over the phone and/or in writing.
• Enrolling new customers in the Customer Relationship Management (CRM) system.
• Directing calls, requests, and escalations to appropriate departments as needed.
• Assisting customers with questions regarding billing and product offerings.
• Using active listening skills to understand customer needs and recommending appropriate products and services.
• Assisting customers with setting up and managing their accounts online.

Customer Retention

• Contributing to customer retention by maintaining strong customer relationships.
• Managing challenging customers and requests with professionalism.

Continuous Improvement and Problem Solving

• Identifying inconsistencies and bringing forward opportunities for process improvements to Team Lead and/or Manager.
• Implementing approved ideas and/or suggestions.
• Initiating first level problem solving and first call resolution.

What’s required to be successful

You must be able to attend our paid, in-person training program (approximately 3 months), which includes both classroom instruction and practical experience taking customer calls.

Qualifications, behaviours and experience the successful candidates will possess are:

• Attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
  • We validate completion during the security screening process using our third-party provider and you will need to have at minimum the name of the school, location and address and your student ID number.
• 2+ years of recent (within the last 3 years) work experience in a Call Centre, Community or Essential Services, Customer Service or Sales environment.
• Experience working in a utility, regulated, or corporate environment is highly desired.
• Strong keyboarding skills and the ability to multi-task (typing while talking to customers).
• Strong computer background including experience with Microsoft Office suite of products (Outlook, Word, and Edge).
  • Working knowledge of SAP and/or SharePoint are valuable assets.
• Excellent verbal, written and nonverbal communication skills and fluency in English (written and spoken) is essential; additional language(s) are an asset.
• Proven ability to solve problems with a positive attitude.
• Resourceful with a highly developed attention to detail.
• Ability to handle confidential information with discretion.
• Demonstrable track record of positive performance, punctuality and schedule adherence.

To be successful in this position, you must possess excellent interpersonal and customer service skills with the ability to establish and maintain positive working relationships. In a dynamic work setting with rapidly evolving business needs, our ideal candidates must demonstrate resilience and the ability to manage back-to-back calls throughout their workday. Adaptability and a proactive approach to handling challenges are essential for success in this role.

Other important facts about this job

Note: The position you are applying for will transition from temporary to permanent after a three-month training period. During this time, you will receive comprehensive training and support to help you succeed in your role. Upon successful completion, you will be offered a permanent position with benefits, vacation days and opportunities for career growth within our company. We look forward to seeing you thrive and become a valued member of our team!

Upon successfully completing the probationary period and demonstrating satisfactory performance, employees will have the opportunity to participate in our work-from-home program. This program offers the flexibility of remote work, requiring a minimum of 1 in-office day per month (subject to business needs).

• Jurisdiction: CSU52

• Class: SCA3

• Wage:

  • Developmental Training Period (First 3 Months): $29.97/hour
  • On-the-Job Training Rate (Next 3 Months or 520 Hours Worked): $31.48/hour
  • Regular SCA3 Rate (upon successful completion of the developmental program): $33.05/hour
  • Progression through the developmental training program is based on successful completion of training requirements. Employees working in a part-time capacity will progress to the next wage rate after accumulating the required hours worked.

• Hours of Work: 80 hours biweekly (during training)

• Work Location: EPCOR Tower (10423 101 Street, Edmonton, Alberta)

Shifts coincide with the Customer Care Centre's hours of operation:

• Monday-Friday from 08:00AM-19:15PM, Saturdays 08:00AM -16:45PM
• Shifts are determined according to business needs and follow a weekly rotating schedule, which is published four weeks in advance

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Please note the following information:

• A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
• If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
• A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
• To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.
• Prior infractions for unsafe driving behaviours will be evaluated and considered for non-selection regardless of current demerits on file.
• Successful applicants must provide their own vehicles with appropriate insurance in accordance with EPCOR’s Employee Mileage Reimbursement Policy. You will be reimbursed in accordance with EPCOR’s Employee Mileage Reimbursement Policy.