Advisor, Experience Support Jobs

Advisor Experience Support Team

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A great neighbour, who’s also an enthusiastic teacher Are you a talented, motivated individual who thrives in an environment powered by entrepreneurial spirit who seeks to inspire and guide others towards success? We want you on our team!

Anyone can recognize good customer service. But can you deliver exceptionally ultra-fantastic awe-inspiring training and coach others to do the same? We sure hope so, because we’re looking for someone who thrives in delivering best-in-class training and development to join our growing team. You naturally contain the ability to teach others, you take pride in your work and know that relationships matter. You know how to support and drive a class of adult learners to excel in their positions as Energy Advisors. You’re a multi-tasker and can manage the day-to-day operations of training and development. Above all, you know how to provide an outstanding training experience.

Our business is growing faster than you can read this posting, and we’re looking for an outstanding Advisor of The Experience Support Team to help support our unique Training and Development team. We’re creating an environment that needs a teacher who brings energy and thrives in a fast-paced atmosphere. You’ll be fully engaged and busy from the first day and we guarantee there will never be a dull moment.

The Role

The Rümi Experience support team is seeking an Advisor of Training and development who will carry out day to day creation and updates of our training documents, create and deliver training material to support our new hire classes and tenured advisors alike. Initial training content and process updates or system launches are both standard practices, as well documenting and publishing related to technology needs for our Rumi Call center.

You will support publishing documents related to technology needs for our Rumi Call center while also reviewing processes, triggering process improvement activities that improve customer satisfaction and add value for ATCOenergy. Most importantly though is transforming the training for our Customer Care Happiness Advisors with a focus on maximizing homeowner happiness.

Still Got Your Attention?

Here’s the nuts & bolts of what we’re looking for. Three key qualities to be exact:

#1 – Perfectionist Attitude

• You’re a people person. Seriously – we can’t stress this enough. You’re all about building and maintaining awesome relationships with customers, colleagues, vendors and practically anyone else you meet. Well-honed people skills and business finesse are essential.
• You are incredibly detail-oriented, which is just what we like!
• Your mission is to keep people happy. You’ll be working with an incredible team to take care of our training materials and new hire classes , and you’ll create positive energy and go the extra mile to ensure our Happiness advisors provide our customers an extraordinary customer experience.
• You’re an excellent communicator – not afraid to start warm conversations with partners or provide training to service partners.

#2 – Empathetic

• You are a good listener. You give every client (and team member) the upmost respect and undivided attention when they need you.

#3 – Culture Champion

• You understand the environment we’re building here at Rümi and naturally bring that feel-good vibe with you to the office.

Here are the key responsibilities/accountabilities of this role:

• Support CCHC Operations team during times of heavy workloads with customer facing support
• Support business solution implementations to deliver the business objectives
• Regularly reviews processes, triggering process improvement activities that improve customer satisfaction and add value for ATCOenergy
• Work with subject matter experts to create/modify content in Trailhead and Knowledge
• Coordinates with testing team to ensure adequate quality assessment and controls exist for systems and processes
• Other duties as required
• Develop and maintain effective working relationships with colleagues in all departments of the business
• Participates in cross-disciplinary teams, demonstrating an understanding of team member roles and strengths
• Create process maps, standard operating procedures and supporting documentation, such as process documentation/workflows, knowledge articles and self-service guides
• Evaluates the impacts of change requests, decision requests and issues and makes recommendations to the project manager and teams managing our service experts
• Modify training materials as needed, keeping them current with the operations of the business
• Manages deliverables, scope, testing and change management
• Performs impact assessments and provides input into the process of finding suitable solutions to challenges
• Create publish schedules, supply and review content

Want in? Basic Credentials Include:

• Comfortable presenting virtually and in-person
• Ability to take on varying responsibilities, manages conflicting priorities, and delivers results
• Experience with JIRA suite an asset, comfortable working with JIRA
• Proven ability in championing and implementing change in an organization, including promoting change through consensus building and overcoming resistance.
• Thorough understanding of contact center operations, principles, and metrics
• Able to effectively communicate both verbally and in writing
• Bachelor’s degree in Hospitality, Retail or Business an asset
• Ability to facilitate meetings to achieve a desired end results or plan of action
• High level of proficiency in Microsoft Office Suite with intermediate proficiency in Excel
• 3+ years spent in contact center or hospitality industries
• Excellent planning and organizing skills
• Knowledge of CRM and billing software, Microsoft Word, Excel, Power Point, and Sharepoint
• Salesforce experience with focus on service cloud and Einstein is a plus
• Proven ability to operate effectively in a fast-paced, change-oriented environment
• Experience developing and implementing Training procedures and materials

Why Rümi?

If you’re not yet convinced that working at Rümi could be the smartest decision you ever made, we also offer*

• Competitive compensation, pension matching, and ATCO share options. Cha-ching.
• Summer employment opportunities for dependents of Rümi team members. It's like bring your kid to work day, but better.
• Opportunities to give back. Through ATCO, we help champion fundraising efforts for over 800 charitable organizations around the globe. Team members who volunteer more than 50 hours per year can also apply for a donation to a charity of their choice.
• Benefits eligibility may vary depending on full-time, part-time or casual status
• Adaptable benefit packages that match your busy life, because we know you’re a scheduling contortionist most days.
• Access to Perkopolis, that offers discounts and deals on your favourite places to shop and travel, or, to shop when you travel. That’s more like it.

This role is located at the Customer Care and Happiness Centre in Calgary. However, you may be asked to work from home from time-to-time.

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