Core Responsibilities

Customer Interaction

• Receive and respond to customer inquiries pertaining to customer service requests such as:

  • changes of tenancy,

  • general utility account billing,

  • switched meters, stopped meters/AMI faulty modules, meter disputes.

  • AMI related concerns to do with billing and metering issues,

  • promotion of customer solution programs e.g. My Account, Express Address, Airmiles promos.

• Initiate collection notices, make suitable arrangements with customers for payment of outstanding accounts and/or advise customers of disconnect action.

• Liaise with internal departments and external agencies regarding requests for information on customer accounts.

Customer Account Administration

• Investigate, update and maintain customer accounts, including inputting, verifying and adjusting meter reads, issuing notices, setting accounts on Auto/Budget Billing and arranging appointments for long time no-reads, working numerous different Exceptions To Do types, meter disputes, handling ATCO accounts, First Nation (Bands), Express Address, Collections and E-Care.

• Prepare documentation and make arrangements for customer service activities, such as tenancy changes, theft of gas documentation, Meter Dispute communication, Consent to Release, changes in budget billing, forms and letters for Social Services, estates, foreclosures, quit claims and maintenance of landlord accounts.

• As needed, provide calculations on stopped and switched meters including notifying customers.

Other

• Provide training and support on related work systems and processes to co-workers as required.

• Support and participate in the development, marketing, promotion and delivery of Corporate and Area initiatives.

Qualifications

Education

• Grade 12 or equivalent.

• Keyboard proficiency of 30 w.p.m.

Experience

• One (1) year experience in an office and/or customer service environment utilizing computer based software in Microsoft Suite.