Current ENMAX employees are encouraged to apply through their internal Workday access.
Posted: July 23, 2025
Closing Date: August 6, 2025
Position Type: Limited Term (6 months)
Union: CUPE
This position is a pilot project. We are seeking candidates who are interested in shaping this new position.
Work schedule (in office):
•Shift work required on a two-week rotation.
•Shifts will vary dependent on operational needs.
•Shifts will include a 4-day work week comprised of 10-hour shifts, Monday through Sunday.
•Scheduling will ensure coverage during our core hours of 7 am to 6 pm.
•Some night shifts will be required.
We are looking for Customer Support Agents to join our team. This is a 6-month limited-term position for a pilot partnership between ENMAX Power's Customer Experience team and Control Centre Operations. As ENMAX Power's first point of contact, this role provides real-time support and resolution of customer inquiries with professionalism and genuine commitment to customer service.
This position requires strong problem-solving skills and understanding of ENMAX's operations to effectively triage inquiries to appropriate subject matter experts. This role is essential to improving accessibility while enhancing the ease of interaction for our customers.
Major Responsibilities:
•Manage inbound and outbound communication (calls, chats, and emails) with customers, performing basic assessment of power-related concerns and utility service inquiries
•Provide focused customer care approach through telephone and written correspondence regarding service interruptions, outage reports, and general utility inquiries
•Strive for first-call resolution of customer inquiries, with an ability to triage complex issues to subject matter experts when required
•Deliver exceptional customer experience with ability to de-escalate frustrated callers, engaging with Customer Relations for unresolved issues or escalations
•Facilitate initial intake process for outage reports, providing timely feedback loop for customers when applicable
•Liaise with Control Centre Operators to successfully dispatch Trouble Response crews following outage reports
•Develop and leverage process documentation to deliver consistent customer experience across all inquiry types
•Document all customer interactions comprehensively and track call triage patterns for reporting and improvement purposes
•Gather comprehensive inquiry information and details through relevant problem-solving questions
•Leverage internal resources and transfer calls to appropriate departments to resolve complex inquiries
•Provide functional solutions to address immediate customer concerns within established guidelines and policies
•Handle sensitive and confidential customer information in accordance with privacy requirements
•Understand corporate and ENMAX Power policies and compliance requirements
•Seek opportunities for process improvements and enhanced customer experience initiatives
•Maintain regular communication with supervisor/manager and departmental staff regarding case status and operational needs
•Function as an effective team member, sharing knowledge and learning from colleagues to build comprehensive service capabilities
•Act as reference point for procedural inquiries within scope of responsibilities
Education Required:
•High School Diploma or GED
Qualifications & Experience:
•Minimum 3 years’ experience in communications and/or customer service
•Intermediate level skills in MS Office Suite (Word, Excel and PowerPoint)
•Utility industry experience is an asset
Competencies:
•Exceptional communication skills; experienced and effective in interacting with both internal and external stakeholders
•Ability to diffuse difficult situations when dealing with customer escalations
•Self-motivated, well-organized and a professional individual who can work independently and as well as a team member
•Proven ability to handle confidential information with care and responsibility
ENMAX Values – Safety, Integrity, Accountability, Service, Teamwork, Agility, Innovation
Did we mention the ENMAX Advantage?
We offer competitive compensation including a comprehensive flexible benefits program, non-downtown location that includes great building amenities such as free onsite fitness facility, onsite massage, onsite child care centre (upon availability, offered from our ENMAX Place location 141 – 50 Ave. SE), free parking and much more. If you share our values and would like to make a difference with your career, join the team and see where the ENMAX possibilities can take you.
Salary: Customer Service Representative Level B (Current CUPE 2025 rates)
$55,427.37 - $58,879.18 - $62,350.83 - $65,802.65 - $69,274.30
Location: In office - 141 - 50th Avenue SE, Calgary, AB
Note:
•If we can provide an accommodation or adjustment to make the process more accessible for you, please let us know. ENMAX welcomes all qualified applicants to apply and is committed to a safe and respectful workplace. It is our aim to have a workplace which is inclusive and values safety, diversity, personal integrity, respect for individual differences, and encourages ownership and accountability for our actions.
•Every ENMAX employee is responsible to take reasonable care to protect the health and safety of themselves, of all other workers, and of the public. Each employee must become familiar with safety procedures and rules applicable to their job and are required to follow them while working at ENMAX.
•Must be legal to work in Canada and requires the successful completion of a criminal background check. Two pieces of valid Government issued ID will be required.
•Two professional references will be requested.
•Education requirements for this position will be verified by a third party.
In the spirit of reconciliation, we respectfully acknowledge that we live and work on the traditional lands of Indigenous Peoples. ENMAX headquarters is in Calgary, Alberta, the traditional territory of the Blackfoot Confederacy, comprised of the Siksika, Kainai, Piikani, and Amskapi Piikuni Nations; the Tsuut’ina Nation; and the îyârhe Nakoda Nations of Chiniki, Bearspaw, and Goodstoney, and home to the Métis Nation of Alberta, as well as many diverse Indigenous people who have made the city their home. We are committed to strengthening relationships with Indigenous Nations and peoples in all communities where we operate, through respect and collaboration.
Please visit our
careers page
to learn more about other opportunities at ENMAX Corporation.
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About ENMAX
For over 100 years, ENMAX Corporation, through its subsidiaries and predecessors, has provided Albertans with safe and reliable electricity to power the success of our province. We are warming homes, supplying worksites, driving businesses and powering communities. We are committed to being “on” for our customers. Our goal is to provide forward-thinking and customer-centric energy solutions that not only work for today, but also provide for a better tomorrow.
The ENMAX Group of Companies is a diverse organization that understands what it means to buy and make electricity, to move it across our network of wires to homes and businesses, and to market and sell electricity to our customers in a way that works for them.
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