Customer Service Associate - Mi'kmaq Cohort

The Opportunity

Company, Department: Nova Scotia Power, Customer Care

Location: Kespukwik District (Glooscap/Annapolis Valley area)

Type of Employment: Full-Time, Permanent

Number of Positions: Up to 15 positions to be filled

Closing Date: September 14, 2026

As a Customer Service Associate, you will be the voice of Nova Scotia Power, delivering exceptional service and support to our customers.

We are pleased to offer a dedicated opportunity for individuals of Mi'kmaw heritage and/or connected to one of the eight Mi'kmaw communities in mainland Nova Scotia to apply for our Mi'kmaw Customer Care Cohort.

With training provided in Kespukwik (Glooscap or Annapolis Valley First Nation), this program provides a pathway to join our Customer Care team as permanent, full-time Customer Service Associates.

Please note, a minimum of five positions must be filled to proceed with the Mi'kmaq Customer Care Cohort.

Key elements of this role include:

We welcome applicants who bring diverse experiences, perspectives, and strengths. In this role, you will:

• Provide customer support by telephone, email, and occasionally in person, ensuring requests are handled accurately, respectfully, and in a timely manner.
• Work in a collaborative, fast-paced environment where you may balance multiple tasks.
• Use critical thinking and problem-solving skills to resolve issues and contribute to positive customer experiences.
• Communicate clearly and professionally, with a confident phone presence and strong written communication.
• Approach challenging or stressful situations in an appropriate and professional manner.
• Make sound decisions during time-sensitive or urgent situations.
• Contribute to a supportive team environment and shared success.
• Comfortably navigate multiple technology platforms and systems simultaneously while providing efficient and accurate customer support.

These skills will make you successful:

We recognize that experience can be gained in many ways- through work, education, community involvement, and lived experience. If you see yourself in this role, even if you don't meet every requirement, we encourage you to apply.

• Minimum of 4 years of customer service experience.
• Minimum Grade 12 education or GED is required. Post-secondary education is considered an asset.
• Strong computer and keyboarding skills are required (Word, Excel, Outlook, and other related programs).
• Solid problem-solving skills and sound judgment.
• Strong communication, listening, and de-escalation skills, with the ability to adapt to different personalities.
• The ability to work independently with minimal supervision.
• Strong time management skills to balance multiple tasks and competing priorities.

Hours of Work

This role requires availability to work shifts between 8:00 a.m. and 6:00 p.m. Monday to Friday, totaling 35 hours per week.

At times, additional hours may be required to support business needs, including during weather events or other urgent situations. These may occur within a 24-hour, 7-day operational environment.

Recruitment Timeline

1. Applications Close: Monday, September 14, 2026.
2. Online Assessment: Candidates whose education and experience in their resume most closely match the position requirements will receive and email inviting them to complete an online assessment between September 18, 2026 and midnight September 20, 2026. You must achieve satisfactory results in the assessment to advance to the next stage.
3. Phone Interview: Candidates who advance from the assessment stage will be contacted for a phone interview between September 22 and September 23, 2026.
4. Virtual Interview: Successful phone interview candidates will be invited to participate in a virtual interview between September 28 and September 29, 2026. The interview stage will include both behavioural competency questions and practical scenario questions.
5. Selection & Background Checks: Final candidates will be notified by October 2, 2026 and will then proceed through background checks which include reference checks, education verification, employment verification and criminal record check
6. Start Date: Successful candidates are expected to begin training on Monday, November 2, 2026 in person at either Glooscap or Annapolis Valley.

Please note that timelines may be adjusted based on application volumes and recruitment requirements.

Your First Months in the Role

6 Weeks of Paid Training

• Participate in full-time, paid, in-person training near participating communities.
• Learn customer service fundamentals, company systems, and role expectations.

3 Months of Supported Work

• Work alongside your team in a collaborative, in-person environment.
• Receive ongoing coaching, guidance, and hands-on experience to build confidence and skills.

After Successful Completion

• Employees who successfully complete training and onboarding, meet performance expectations, and demonstrate readiness for independent work will become eligible to work remotely from their home community.

Work From Home Requirements:

To support customer privacy and business needs, employees must:

• Have a private workspace with a door that closes (shared bedrooms are not suitable). Workspace photos may be requested.
• Maintain reliable high-speed internet (minimum 10 Mbps upload/download) with an ethernet connection.
• Be located within one hour of a Customer Care Centre or depot and available to work onsite if required due to operational needs, such as internet, system, or power disruptions.
• Participate in the after-hours outage/on-call rotation as required.
• Maintain satisfactory performance and attendance standards while working remotely.
• Ensure a safe home workspace, including the use of a CSA-approved power bar or surge protector and adherence to workplace safety and incident reporting requirements.
• Provide their own desk, chair, and internet service. Required work equipment will be provided.

Learn more about our culture and values

At the Emera Group of Companies, you'll be part of an inclusive and respectful workplace where everyone is welcomed and supported. We value diverse perspectives, and your experience will help us deliver cleaner, more reliable energy to the communities we serve.

We are committed to creating a safe and respectful workplace for everyone. All employees share responsibility for their own safety and the safety of their coworkers by following Occupational Health and Safety guidelines.

If you're looking to build a career where you can make an impact while being part of a supportive and evolving workplace, we encourage you to apply.

The perks of joining our team? We offer:

• Flexibility: Opportunity to work from home after successfully completing training and onboarding.
• Health & Wellbeing: Comprehensive benefits plan, 24/7 virtual healthcare access through Dialogue for you and your family, Employee and Family Assistance Program, parental leave top-up, and wellness benefits.
• Grow Your Career: Opportunities to move across teams and affiliate companies, with a strong focus on development and access to sponsored education programs.
• Community & Connection: Support for the communities where we live and work through volunteer programs, matching donations, mentoring opportunities, employee resource groups (including Indigenous-focused communities), and scholarships for employees' children.
• Competitive Compensation: Short-term incentive plan and a Defined Contribution Pension Plan.

Diversity, Equity & Inclusion at Emera

As one of Atlantic Canada's largest publicly traded companies, we are proud to be recognized as one of Canada's Top 100 Employers, Top Employers for Young People and Top Diversity Employers. Our success is driven by our people, and we're committed to building a workforce that reflects the communities we serve.

Recruitment & Promotion Policy

The success of the Emera Company is driven by its people: a strong team with a shared commitment to support the Emera Company mission and values. The purpose of our recruitment policy is to provide a consistent framework to support fair and equitable attraction, hiring, and retention of the best talent for vacant positions.

We are dedicated to maintaining a fair hiring process that provides equitable opportunities to all our applicants and is guided by our company values. If you require accommodation at any stage of the process, please let us know, we're here to support you.

Apply by Monday, September 14, 2026 and tell us why this role is right for you

If you have any questions about this opportunity or if you are experiencing any technical difficulty with the application process, please email [email protected]