Highlights of the job
We are hiring a Full-Time Permanent position working out of Edmonton, AB.
The Senior Advisor, Communications (Customer Issues/Emergencies) is accountable to manage the day to day customer inquiries, complaints and escalations for Drainage Services. This role works collaboratively with all areas of the business unit to resolve issues in a timely manner and provide feedback on issue improvement. Additionally this role ensures all customer contacts are responded to according to prescribe metrics and ensures all communications are recorded in the appropriate database.
The role is also on stand-by to support communication and customer engagement related to any emergency issues related to infrastructure failure or environmental threats (river flooding, heavy rain, etc.)
What you'd be responsible for
- Customer Issue Management:
- Manages all customer inquiries not related to capital projects, manages all escalations from External Customer Relations and manages all inquiries directed to Communication by EPCOR Trouble.
- Investigate complex issues and work with all areas of the business to determine root causes and drive solutions to complex customer concerns.
- Supports the EPCOR Trouble team with messaging related to emerging issues and manages significantly escalated customers on behalf of Trouble team.
- Coordinate with the City of Edmonton on responses to customers through 311 or other COE departments. Provide feedback to COE 311 team on coaching opportunities related to misdirected customer calls.
- Manage all Councilor Inquiries related to capital projects and other issues. Provide reporting and issue briefs on escalated Councilor issues.
- Emergency Project Support:
- Provide communications support for all drainage event emergencies (i.e.: summer flooding / high river alerts). Ensure all communication plans are current and approved.
- Coordinate with business unit areas to determine customer impact and recommend appropriate communication response. Create issues briefs and media plans for all emergency events or infrastructure failure as required while coordinating with Corporate P&GA.
- Stakeholder Engagement:
- Lead stakeholder engagement efforts for all emergency capital projects. Participate as a member of the EOC team for on-going emergencies. Ensure Drainage stakeholder team is updated on evolving situation.
- Participate in the media on-call rotation.
- Manage operational and business issues from both an employee and public perspective to mitigate reputation risk, and advance EPCOR positions and messaging.
- Demonstrate a high performance, high discipline, safe, accountable, focused, innovative and achievement-oriented, easy to do business with manner of working.
What's required to be successful
- Completion of an undergraduate degree in Business, Marketing, Public Relations, Public Consultation, Communications or a related field of study from a recognized institute is required.
- 4+ years demonstrated experience in delivering effective, measurable communications or stakeholder consultation strategies utilizing a variety of media and consultation methods is required.
- Direct experience working with escalated customers both in-person and over the phone.
- Exceptional writing and editing skills, especially communicating technical information to the public.
- Accreditation with the International Association of Business Communicators or IAP2
- Understanding of the regulatory process and utility experience is an asset
- Microsoft Office, HTML, Adobe Creative Suite and Photoshop, Microsoft SharePoint
- Applies sound communications / public relations / marketing fundamentals to projects and initiatives
- Consistently applies strategic and critical thinking in all aspects of work
- Translates action plan into annual objectives
- Defines and Communicates Targets
- Manages work processes
- Solves problems
- Manages performance
Other important facts about this job
Wage: $46.89 to $55.88 per hour
Hours of work: 8 hours per day, 40 hours per week
Note: this position will be temporarily working from home due to COVID-19.
Application deadline: December 29, 2020
Learn more about Working at EPCOR!
Please note the following information:
- A requirement of working for EPCOR is that you are at least 18 years of age and legally entitled to work in Canada. (A copy of a valid work permit may be required.)
- If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
- A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
- To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.