Customer Service Specialist

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.

A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

If you are ready to become one of our Experts, we would love to hear from you.

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.

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.