Customer Service Specialist

Role: Customer Service Specialist

Reports to: Manager, Call Centre

Status: Permanent, Full-Time

Location Name: Enercare Western Canada

Location Address: Edmonton, AB / Calgary, AB / Winnipeg, MB

Schedule: Sunday to Thursday & Tuesday to Saturday: 4 PM - 12 AM

Position Summary:

As a Customer Service Specialist, you will be the first point of contact for customers contacting Enercare. You will help customers by answering questions, resolving concerns, scheduling appointments, and providing solutions that create a positive customer experience.

Working closely with dispatch, field operations, and other departments, you will play an important role in ensuring customers receive timely service while helping Enercare build lasting customer relationships.

Responsibilities:

Customer Experience

• Respond to customer inquiries by phone, email, and other communication channels.
• Deliver professional, friendly, and solution-focused customer service on every interaction.
• Resolve customer concerns, complaints, billing inquiries, and service questions with a focus on first-contact resolution.
• Communicate service updates and technician arrival information to customers.
• Build trust and confidence through empathy, active listening, and effective problem-solving.

Appointment Scheduling & Customer Retention

• Schedule service, maintenance, and installation appointments accurately and efficiently.
• Guide customers through the booking process and recommend appropriate services based on their needs.
• Conduct outbound calls to schedule preventative maintenance appointments and tune-ups.
• Promote Enercare products, services, and the Advantage Program when appropriate.
• Help drive customer retention through positive customer experiences and proactive service.

Team Collaboration & Operational Support

• Maintain accurate customer records and document all customer interactions.
• Collaborate with dispatch and operations teams to ensure appointments are scheduled appropriately and customer expectations are met.
• Follow company policies, procedures, and service standards.
• Continuously develop knowledge of Enercare services, products, and industry best practices.

Qualifications:

• High school diploma or equivalent; post-secondary education is considered an asset.
• Minimum 1-2 years of customer service experience in a call center, service, retail, hospitality, or other customer-facing environment.
• Proficiency with computer systems and the ability to learn new software quickly. Service Titan experience is an asset.
• HVAC, home services, utilities, or related industry experience is considered an asset
• Exceptional verbal and written communication skills with strong interpersonal skills and the ability to build rapport quickly.
• Confidence handling challenging customer situations while remaining calm and professional.
• Strong organizational skills and attention to detail. Ability to multitask and adapt in a fast-paced environment.
• A customer-first mindset and commitment to delivering exceptional service.
• A collaborative attitude and willingness to support teammates and other departments.
• Ability to work occasional overtime or weekends as business needs require.
• Ability to successfully complete a background check.