Internet Customer Service Representative

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ABOUT US

In joining Utility Network & Partners, Inc. (UTILITYnet), you will become part of Alberta’s most dynamic utility-retailing network of companies. We make sure our customers stay informed and in touch with the ever-changing utilities landscape in Alberta. We are passionate about being first to deliver new innovations in product offerings, automated billing services, lower prices and the highest level of customer care. Compared with incumbent utilities, we are different. Apply now for a career like never before and become part of a changing, deregulated utility marketplace.

Our customer-focused, web-based utility-retailing company is now recruiting applicants to join our Customer Care Team as an Internet Customer Service Representative.

POSITION

In this role, you will be one of our retail and service experts, providing recommendations to our customers on Internet product plans that fit the customer’s needs, as well as processing online customer applications for Internet services. You will also be assisting customers with general troubleshooting for Internet services. If you have a positive attitude, are detail-oriented, have a passion for delivering exceptional customer service and are committed to first-call resolution, please read on.

Please Note: This is a full-time position with the following schedule (Tuesday to Saturday, 10:00 AM to 6:00 PM).

RESPONSIBILITIES

• Help customers switch their Internet accounts to our network of independent energy marketers.
• Validate and process new online customer applications and provide first-level technical troubleshooting help when required.
• Prepare and provision modem hardware for new customers and handle changes to hardware rentals and purchases.
• Answer billing inquiries and help customers learn how to manage their own accounts using the online “My Account” application.
• Use your natural ability to connect and build rapport with a range of customers, and provide advice to help them meet their evolving needs.
• Use your sales and customer care expertise to retain customer accounts by explaining new product offerings and introducing existing clients to them.
• Provide support to the back office and utility customer care team as business needs and workload permit.
• Ensure every customer is a HAPPY CUSTOMER!

REQUIREMENTS / QUALIFICATIONS

• High School Diploma with at least three (3) to five (5) years of experience in customer care, sales, telecommunications, or related fields.
• Post-secondary education preferred.
• Proficient in math skills with a focus on number facility and mathematical reasoning.
• Full professional English proficiency, both written and verbal.

SKILLS

• Excellent active listening skills and professional telephone manners.
• Ability to explain and relate industry knowledge to customers in a friendly and engaging way.
• Excellent organizational and self-management skills, accuracy and attention to detail.
• Proficient with Microsoft Office Suite (Word, Excel, Outlook) and willing to learn and adapt to new technology and software as it emerges.
• Familiarity with or competence in Google applications (Documents, Sheets) is an asset.
• Excellent accuracy, decision-making, problem-solving, and critical thinking skills.
• Proven interpersonal and collaborative skills with an ability to work as part of a team in an open-concept office space.

Job Type: Full-time

Pay: $52,000.00-$55,000.00 per year

Benefits:

• Dental care
• Paid time off

Experience:

• Customer Care: 3 years (required)

Language:

• English (required)

Location:

• Calgary, AB T2G 0T3 (preferred)

Work Location: In person