Customer Service Representative

ABOUT US

At FortisAlberta we invest in our greatest resource - our people. As Alberta’s largest electricity distribution provider, we are positioned for growth. Each day, FortisAlberta employees strive to exceed customer expectations while maintaining a focus on our commitment to safety.

APPLICATION DEADLINE: October 31, 2026

TITLE: Customer Service Representative (U26-197)

DEPARTMENT: Customer Service

WORK LOCATION/OFFICE: Airdrie Kingsview

STATUS: 01 Full Time - Salaried

NUMBER OF HIRES: 10

FortisAlberta is looking for 10 customer-focused Customer Service Representatives to help deliver a positive experience to customers across Alberta.

In this role, you will respond to customer inquiries through phone, email, and WebChat, help resolve service issues, and provide timely information during outages and emergency situations.

If you enjoy helping people, solving problems, and working in a fast-paced team environment, this is a great opportunity to put your customer service skills to work!

Job Description:

• Respond to and resolve customer inquiries received through phone, email, WebChat, and other communication channels.
• Safely and effectively support customers during power outages and emergency situations.
• Identify customer needs, resolve concerns, and escalate complex issues when additional support is required.
• Create work orders and accurately document customer interactions and service requests.
• Collaborate with Dispatch and the FortisAlberta Control Centre to provide customers with timely information about planned and unplanned outages.
• Monitor incoming trouble calls and ensure appropriate customer follow-up is completed.
• Maintain accurate customer, outage, and service information within internal systems.
• Review meter information and support appropriate service actions, including reconnection requests.
• Identify opportunities to improve processes and enhance the customer experience.
• Participate in special projects and provide additional Customer Care support as required.

Qualifications:

• High school diploma.
• Strong customer service and communication skills with the ability to listen, understand customer needs, and provide clear information.
• Ability to remain organized and make sound decisions in a busy, fast-paced customer service environment.
• Strong attention to detail and ability to accurately enter and maintain customer information.
• Ability to work independently while effectively collaborating with team members and internal stakeholders.
• Strong problem-solving skills with the ability to follow established processes and resolve customer requests.
• Proficiency with Microsoft Office applications.
• Previous customer service experience and exposure to SAP systems are considered assets.

Important:

• Permanent, part-time role.
• Based out of our Airdrie location.
• Hybrid position, with ability to work some days from home.
• All successful candidates will be subject to an education verification, criminal background check and must provide references.
• The Customer Care Centre operates 24 hours a day, seven days a week, and schedules will vary. Saturdays and Sundays may be regular scheduled workdays.
• Must be available for six weeks of full-time training, Monday through Friday from 8:00 a.m. to 3:30 p.m., and be available to work between 15 and 40 hours per week following training.
• Additional testing may be required.

TO APPLY TO THIS POSITION: Please submit your resume via the button below: "Apply"

We thank all applicants for their interest, however, only those candidates to be considered for an interview will be contacted.

If you receive an error message when applying, please contact the system administrator at: [email protected]