Service Consultant

Overview

Assist customers via phone/email with billing, service requests, and product sales.

Key Responsibilities

• customer support
• account setup
• crm enrolment
• problem solving
• process improvement
• sales promotion

Tasks

Energy Services’ Contact 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. -Answering customer questions and concerns over the phone or in writing. -Contributing to customer retention by maintaining strong customer relationships. -Assisting customers with questions regarding billing and product offerings. -Identifying inconsistencies and bringing forward opportunities for process improvements to Team Lead and/or Manager. -Assisting customers with setting up and managing their accounts online. -Initiating first level problem solving and first call resolution. -Enrolling new customers in the CRM system. -Implementing approved ideas and/or suggestions. -Managing challenging customers and requests with professionalism. -Directing calls, requests, and escalations to appropriate departments as needed.

Requirements

• microsoft office
• sap
• sharepoint
• high school
• 2 years
• customer service

What You Bring

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. This position has a tentative start date of February 2, 2026. Continuous Improvement and Problem Solving 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 -Proven ability to solve problems with a positive attitude. -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. -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. -Experience working in a utility, regulated, or corporate environment is highly desired. -Fluent in English (written and spoken) is essential; additional language(s) are an asset. -Resourceful with a highly developed attention to detail. -Demonstrable track record of positive performance, punctuality and schedule adherence. -Using active listening skills to understand customer needs and recommending appropriate products and services. -A requirement of working for EPCOR is that you are at least 18 years of age and legally entitled to work in Canada. (A copy of a valid work permit may be required.) -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. -Capability to handle confidential information with discretion. -If you are being considered for a driving position, a current 5 year commercial Driver Abstract will be required. -A minimum of 2 years of recent (within the last 3 years) work experience in a Call Centre, Community or Essential Services, Customer Service or Sales environment. -Strong keyboarding skills and the ability to multi-task (typing while talking to customers). -High school diploma (GED, or equivalent level of secondary education). -Excellent verbal, written and nonverbal communication skills.

People Also Searched For

Benefits

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). 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! -After successful completion of the developmental period, you will progress to the On-The-Job Wage (three months): $29.67 per hour -Developmental Period (three months): $28.25 per hour -Wage: Developmental Period (three months): $28.25 per hourAfter successful completion of the developmental period, you will progress to the On-The-Job Wage (three months): $29.67 per hour

About Epcor

-Evolved into a cross-border operator over a century later -Headquartered in Edmonton and municipally owned, it spun off generation assets in 2009 to focus on distribution and infrastructure -Typical projects include designing, building and operating treatment plants, distribution networks and storm-water systems in Canada and the U.S. -Operates in four Canadian provinces and multiple U.S. states including Arizona, New Mexico and Texas -Maintains traffic-signal and street-light infrastructure in Edmonton and explored water operations for nuclear projects -Through its Encor and EPCOR Water Services divisions, it delivers both regulated and competitive energy, gas and water offerings

Sector Specialisms

Security Clearance

-clearance on criminal, identity, educational, and/or credit checks and professional references required. -enhanced background assessment may require advanced criminal record checks performed periodically. -pre‑placement medical, drug and alcohol testing may be required.