Advisor Contact Centre Process

Posting End Date:

Employee Type:

Our Customer Care Team is seeking a motivated, co-operative, analytical individual with outstanding problem-solving skills to join our team in the role of an Advisor Contact Centre Process.

This role primarily focuses on enhancing and improving the customer contact center experience through process, while operating in a highly collaborative and supportive environment.

As an Advisor, you will write, review, and optimize customer facing processes. You will also provide support to the team leads and customer representatives. As well, work on ad hoc initiatives including process investigations, analytics and reporting to address key customer trends.

If this sounds like you, we'd love to hear from you!

• Handle the knowledge base (SWIFT) and associated process documents used by the contact center as well as many other key groups.

• Cultivate and maintain strong relationships with all key partners using SWIFT and/ or impacting contact center processes.

• Develop process overviews, maps, and materials to aid in the effective delivery of related customer experiences. Identify and address any emerging process gaps, issues, and opportunities.

• Oversee the intake of process updates, clarifications, and related requests. Liaise with support teams and act as a contact center Subject Matter Expert on projects as the need arises.

• Understand, create, and deliver CIS user documentation and learning materials for all system changes.

• Develop, conduct and/or support process updates, huddles or training as the need arises to meet the Customer Care priorities. Develop and support communications to improve Contact Centre delivery.

You will have the following combination of education and experience:

• A related university preferably in Business and 4+years of customer care experience. A combination of related certification and experience may also be considered.

• Stellar customer service and process optimization skills.

• Strong technical proficiency with hands on experience working with multiple system applications.

• Demonstrated ability to build positive working relationships including customer contact experience.

• Excellent communication and organizational skills. Ability to work on multiple tasks and shift priorities with efficiency and ease. In-depth knowledge and experience with SAP CIS preferred.

Preferred candidates have familiarity with EGI business operations and knowledge of EGI policies and business practices across a number of business operational areas (Customer Care Operations, Planning, Ombudsman, Work Management Centre and Service Providers

We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted. Final candidates for this position may be required to undergo a security screening, including a criminal record check.

Flex Work: Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, or the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option.

The successful candidate (if external) will go through background checks including criminal check, education and employment verification.

Include but are not limited to: Grasping, kneeling, light - moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement.

Include but are not limited to: Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/explore alternative solutions, prioritize thoughts and ideas into understandable terminology, coordinate and prioritize work schedule on a short-term basis, make decisions which have moderate impact on the immediate work unit and monitor impact outside this area, understand and follow basic instructions and guidelines, complete routine forms, compose letters, outlines, memoranda and basic reports and communicate with individuals via telephone.

Diversity and inclusion are important to us. Enbridge is an Equal Opportunity and Affirmative Action Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com.

Information For Applicants:

• Applications can be submitted via our online recruiting system only.
• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
• Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com