Job Description

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Division: Customer Care & Billing

Location: Edmonton, AB

Duration: 12 Months

COVID-19 Information:

ATCO is committed to providing and maintaining a safe environment for our employees, contractors, partners, and customers. As part of this unwavering commitment to safety, all ATCO employees and contractors are required to be fully vaccinated against Covid-19.

Position Summary:

Always there. Anywhere. That's us! We are committed to delivering inspired solutions for a better world. We care about our communities, we care about each other, and we care about showing up for those who need us. We value and encourage different perspectives and we have the courage to do the right thing, even when it's hard.

Reporting to the Supervisor, Billing Operations, this position is responsible for the timely and accurate completion of tasks and efforts associated with site, account and customer updates in company applications, the creation of billing charges, completion of exception reporting, inquiries and remittance processing. This position also responds to customer inquiries through multiple channels and is responsible for the information relayed to customers, quality assurance and for the timely and accurate completion of tasks associated with processing. This position supports the work group goals and business objectives and is expected to utilize tools, systems, resources and their utility industry knowledge to support their team and internal and external customers in a manner which preserves the Company's excellent reputation.

We're looking for someone who cares about their work and strives for more each day. Someone who challenges the status quo, embraces change, and thrives in a collaborative work environment. If you are someone who approaches work with passion, curiosity and the courage to innovate, then this role is for you.

What You Get to Do:

• Review data update requests via a variety of methods, for accuracy and confirm data aligns with Terms & conditions and distribution tariffs and process prior to entering into CIS or other company applications.
• Monitor, investigate, troubleshoot and resolve exception Work Queues and reports; such as but not limited to: usage, charge, transaction error WQ; Review, determine, and execute appropriate course of action.
• Investigate customer site usage concerns, equipment issues and missing data; follow established processes including the use of email and telephone with field operations, or other workgroups in the department to meet timelines and desired outcomes.
• Identify and escalate all incidents including any quality defects.
• Strictly adhere to privacy laws, Code of Conduct Regulation and other applicable Rules.
• Troubleshoot, investigate discrepancies with customers and other work groups, recommend solutions and perform adjustments.
• Assess and validate data, accurately create CIS billing charges on industrial sites.
• Perform account adjustments.
• Respond to retailer inquiries via multiple channels.
• Respond to customer inquiries concerning billing charges, usage and meter reads.
• Support real-time process reviews.
• Identify enhancement recommendations to system and process.
• Support cross-training initiatives and perform related processing.
• Escalate concerns/trends to Team Lead and Supervisor.
• Ensure understanding of customer, retailer and internal requests.
• Respond professionally to customers, retailers and internal workgroups in writing.
• Contribute to the creation of business documentation and training.
• Use all available tools, resources, and decision-making skills to manage inbound and outbound inquiries.
• Complete Customer Connection Model (CCM) activities as they relate to billing.
• Obtain and verify customer information to maintain the accuracy of company applications.
• Other duties of similar nature.

Qualifications:

• High school diploma.
• Minimum 1- 3 years' experience.
• Customer Service background, preferably in a Back Office role
• Call Centre experience in an Electric Utility is an asset
• Demonstrated competency in Microsoft Word, Outlook, Excel and SharePoint
• Demonstrated ability to problem solve account inquiries/issues utilizing ATCO CIS and other resources.
• Demonstrated accountability and reliability.
• Effective verbal and written communication skills for a business environment.
• Strong analytical, problem solving, deductive reasoning and decision-making skills.
• Ability to analyze process and provide recommendations or improvement.
• Effective customer service skills.
• Ability to utilize time management skills and work under tight timelines.
• Demonstrated exceptional attention to detail.
• Effective interpersonal skills to build and maintain relationships with colleagues and stakeholders.
• Desire to participate in progressive learning and development.
• Take initiative and work independently.

What We Offer:

• A culture based on caring, integrity, agility, collaboration, and striving for excellence
• Competitive compensation
• Flex benefits

We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.

ATCO Electric is part of ATCO Ltd. ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics, Utilities, Energy Infrastructure, Retail Energy, Transportation and Commercial Real Estate. Learn more about how we build communities, energize industries and deliver customer-focused solutions like no other company in the world at . ATCO is proud to be an equal opportunity employer. Visit our website for more information.

Date Issued: September 22, 2022

Application Deadline: October 6, 2022

This position is administered under the ATCO Electric and Canadian Energy Workers Association Collective Agreement, Job Posting Provisions.