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If you think it matches with your skills and experience and you need( d; x8 _6 g( v7 O. X, x
assistance to apply for, let us know and we will arrange for an
( i3 O4 G9 C7 y# _& ]; z( Dappointment with one of the counselor. / g9 S/ L& V) O$ m6 o
* l7 a% E( |5 E8 K+ ULevel II - Call Centre Representatives (Permanent)
W l7 W7 K0 LCompetition Number: 65A11 16; c/ {* m; g& t
Job Category:Customer Service / Call Center 5 V3 S) \& ]" Z6 p! j# O4 _. M
Posting Date: 4/7/20112:13:00 PM
7 y& D C7 V% GClosing Date:5/31/2011 4:30:00 PM ' f! U- M* n+ }% n9 n
Job Location: Edmonton- ]# {5 ^; L' b
/ G5 w- z0 E4 V+ SDESCRIPTION" \6 @" W2 b3 m6 _! M* B5 D" K
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AMENDED - April 26, 20113 T7 ~4 S, E" `# P5 w: Y
ATCO I-Tek is currently recruiting qualified permanent part-time5 M2 H) \9 c& A4 \* Y% K: Y/ W3 U
(16-30) hours per week, Call Centre Representatives to work in the2 Y. I+ d) u. ^7 k( ^4 {4 y
Call Centre located downtown Edmonton . The pay range is from $14.83 -
4 {* B6 w; j$ S0 b7 ]$ 18.83 per hour. - }! i. E- b3 {9 k2 e! b
Shift Differential: additional $0.80 per hour for hours worked on2 W+ [ g' M1 r8 \6 j- ], v D
Saturday, and $0.96 per hour for hours worked after 5:00 pm.; d+ Q) X; j+ }+ p
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The Level II – Call Centre Representative assists customers by$ B7 W7 F9 c& {! d, o
responding to
1 S4 T& d0 c' p/ P$ Cresidential, commercial and rural account and/or service inquiries or
; A" N: j, g7 k5 \! @complaints received by telephone. This role is responsible for
8 ~% n# j0 G8 f( k6 Y) y5 G7 Ldelivering& \5 V" y7 g" y6 E) R7 r; d! d% v
excellent customer services by focusing on first call resolution.
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$ D7 c9 |0 D. s3 W6 f0 P& X3 }! z* ?7 O+ ]( u2 N m" `
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and7 G5 C" m7 F0 Q4 p" i0 [7 [" f5 N
Saturday
$ k. q! D' W6 K( ] b8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call) I( z; u$ u0 _/ D7 k m% Z" Q+ j" C6 b
Centre employees must be available to work all hours of the Call Centre0 M! L, C* N) l; h. x- N4 _, f
for
; C5 h; s) M8 m: _* ]scheduling purposes. Work schedule will fluctuate." K& L6 w4 G, V1 d3 v& H* l2 q' \
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1 Y7 p& `7 U- e9 y4 A2 b+ _0 K4 kThis position is administered under the Canadian Energy Workers
% d: b* K3 z1 ~- tAssociation
\( s$ Q: j, U1 R* fCollective Agreement, Job Posting provisions.: F$ x5 e* f8 W$ p2 F Z6 h
6 [% o% b2 L7 D3 p& L! h1 @
RESPONSIBILITIES
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0 l% J( I9 h& f, `( T% k4 s- Responsibilities included but are not limited to:
y4 a1 d8 `2 S d- Respond to customer residential, commercial and rural8 b$ ^; g N2 V9 f
account/service
! @, O; D* t( Linquires.3 {+ U4 v$ |, U
- Solve a wide range of customer issues in a dynamic, high volume* z# B$ i& k4 C8 e4 I
and+ L7 D4 o% u2 n+ o
fast-paced environment using initiative, creativity and3 \+ f. T- {1 A" N
decision-making
- I4 T) C0 A! o2 I9 @# N, \skills.
1 s5 Q, ?( V! x- Up sell, Cross sell and retain customers is mandatory.
4 X0 v" i/ C" j- U# W, q0 E. b1 a/ E- Provide information to customers relating to energy management.8 |4 l1 c; S O0 d+ c* _, S
- Calculate customer bills by performing complex rate calculations: T5 D a+ J y
while. w4 e5 O6 _- W* \
using a thorough knowledge of various rate structures.
2 t) |4 P2 c& ~- Explain customer bills to a diverse audience./ J4 W3 d! I2 @7 u
- Investigate, analyze and respond to inquiries concerning billed5 O. w1 {0 t$ ?+ \
amounts, account status and receipt of payments.3 y% D' g3 g6 ]
- Process customer account information in a measured real time( Q7 w b7 }( C8 E' h$ q
environment.! q$ ?. N% ^5 \3 Y/ ~3 R
- Provide caring customer service to all customers.1 j% p1 k P7 N: ]) @! l1 g2 m
- Defuse potentially unproductive interactions with irate
5 p. n/ }( W5 K0 Scustomers.
7 k% |9 s) I( @- Respond to emergency customer service calls in potentially
5 R1 n" U b) \3 c" N) ]0 nlife-threatening situations.
% ]8 Z0 J, k" \- Work with minimum supervision.9 w" n- L" n9 V% B1 Y) N; G* P
- Understand and abide by governing legislation, codes and
3 l" d# ~4 {; G- ] ?$ Fcompliance3 y& h" D; r9 O8 R0 O
plan. z0 S) G0 I' s/ h, a
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QUALIFICATIONS. X' I1 }5 `. q ]
7 m7 {4 H" L0 b0 r* y( |
- Grade 12 Diploma or equivalent (applicants will be required to" h+ k7 z$ ?3 f
provide
6 X+ O& F; W/ Wproof of education)
5 ~6 G& b2 f5 J0 @* A- Successfully complete the Call Centre Simulation Assessment(s)( `" X. i/ _1 C3 u+ ^! G
- Proficient skills in PC office applications (i.e. MS Word) and a+ X% o" m/ A2 v1 I
working knowledge of Windows XP.( Y2 [$ {8 K7 Q5 z
- Proficient keyboarding skills.; Q. N, R- X J `2 u
- Call Centre experience desirable.
: w7 x$ H0 R' O+ _( I$ @- Demonstrated reliability and ability to work rotating shifts.
7 c( _- D. [ n+ t4 k- Effective professional written and English verbal communication0 w) V `' q# h- j: W7 Y' t' V/ W
skills.
Y2 J+ A9 T# N. `3 J- Flexibility to perform in a dynamic work environment.( \' G6 B& B7 W. ~" w
- Positive interpersonal skills to thrive in team orientated2 ] B; X" W2 J! B4 b" {' L
environment!
6 l; P# G/ [* {9 Z S) C- Accurate and attentive to detail. Strong mathematical aptitude.
* V6 {+ S8 F5 j; j. u; ~! b- Demonstrated ability to work as a contributing team member." A/ p9 ?/ ]2 d
- Ability to apply appropriate judgment in the management of- l4 ?" w; X* c! x( p, w8 B
confidential information.
. ~& `& Q2 q% U- Clear Criminal Record Check.
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# y R5 q0 `/ aGood luck,
" s1 |4 t+ d* U8 J
) ~6 y7 j- K% XKaruna Bhavsar
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8 V+ l. [5 W% ?/ i* YWelcome Centre 4 V3 H( M' N- T) \: L! U
Supporting Aspirations Connecting Dots1 y. g& |0 f' n; Y
8 Z3 k7 x$ {! g& ^#335,TowerII 1 M+ I8 k% p/ P$ D
Millbourn Market Mall
3 X- n, X! e6 u* V1 d+ s E% ^4 k1 Y7609-Millwoods Road
( f' ]! K8 Y3 [ [; ZEdmonton,AB T6K 3L6
- n) Y* b) k5 ]1 |; u9 k8 M$ k0 X+ SPhone # 780-462-6924
3 r* i* s6 l, S2 ?) `, RFax # 780-466-6594 |
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