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If you think it matches with your skills and experience and you need
9 ]; A$ y" O: {( ?% @assistance to apply for, let us know and we will arrange for an$ H; J8 h2 M; d: I4 I
appointment with one of the counselor.
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- A5 @- m9 f6 r/ d" ?Level II - Call Centre Representatives (Permanent)
* n$ A2 [ ^! k- U( |" F) q ICompetition Number: 65A11 16. Y' g0 H' U, _" Z
Job Category:Customer Service / Call Center
# E7 C8 U+ [& B: v3 i2 b& Z( GPosting Date: 4/7/20112:13:00 PM/ M0 {8 X3 G2 O4 `" f: R7 W
Closing Date:5/31/2011 4:30:00 PM
5 _/ K% w! C& A% oJob Location: Edmonton
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DESCRIPTION
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, `/ H Q: \8 h+ D3 }, h, L/ EAMENDED - April 26, 2011
. z1 e R! k. Y) B$ PATCO I-Tek is currently recruiting qualified permanent part-time
0 C2 M' u4 E* m2 h3 T8 \1 Y* `: v(16-30) hours per week, Call Centre Representatives to work in the
) i( A) F, R/ G" L* fCall Centre located downtown Edmonton . The pay range is from $14.83 -
! G6 ]4 Z7 e6 W: \$ 18.83 per hour. H0 Z) }+ p( c4 N9 V1 f" |
Shift Differential: additional $0.80 per hour for hours worked on6 P/ F$ C) |' ~; G9 |' X& `
Saturday, and $0.96 per hour for hours worked after 5:00 pm.; x G/ L& {) W+ E
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o* o) ^. W# G; |; _5 i7 _% N6 MThe Level II – Call Centre Representative assists customers by) z5 V( W4 A4 ~( A% u' }. w
responding to# Q% s E6 ?0 j8 v; ]+ E3 U# h
residential, commercial and rural account and/or service inquiries or
1 H9 m. _, m# bcomplaints received by telephone. This role is responsible for
- ?+ p5 z% Z" X: f# t2 y- |delivering% }$ M4 H* g4 {& r7 O% T
excellent customer services by focusing on first call resolution.
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and. \* \7 D/ o8 K1 f9 M
Saturday
/ N3 D& d: w! Q2 X) a3 u8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
d8 |& \; ^! b/ K0 F) tCentre employees must be available to work all hours of the Call Centre
* G2 T4 h- W4 q4 F$ a* hfor
, Q. z# t) A4 [scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers+ R# w7 R! Y9 n5 P
Association
9 L7 D$ G2 U: l/ y: pCollective Agreement, Job Posting provisions.: T, M7 w# A" T4 G
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RESPONSIBILITIES2 J+ ] k# Q! z4 z
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- Responsibilities included but are not limited to:
( d! V9 a) R* U- Respond to customer residential, commercial and rural. }4 |4 b% S+ G" R" H
account/service
. ^7 p8 l" A) O4 b7 d- v* Dinquires.7 ?1 d1 B% z) \- J. v
- Solve a wide range of customer issues in a dynamic, high volume, Z P6 Q; f% l! ]- Y0 r5 ?2 Q
and5 H0 X9 ?* T; H X
fast-paced environment using initiative, creativity and
4 i! F3 r+ l- U: v4 C: q1 ]decision-making
# Q# ?7 ]+ j1 J" l+ }skills. {8 M4 Q! m) r! x3 l) N' n7 R
- Up sell, Cross sell and retain customers is mandatory.0 {$ ]4 c& L; x% k3 B
- Provide information to customers relating to energy management.
. J& a8 K6 y$ Q. G& u- Calculate customer bills by performing complex rate calculations
2 V& ]" b4 t$ g1 H& I$ [, W; gwhile
: z* U3 h4 `0 w: l5 ~8 F3 T" Nusing a thorough knowledge of various rate structures.: W1 B t' g4 `+ B2 Z2 o7 d H9 z
- Explain customer bills to a diverse audience.
$ z" U. s/ o: W6 d; @9 r; m1 I- Investigate, analyze and respond to inquiries concerning billed
! [ h$ }+ y3 w0 Zamounts, account status and receipt of payments.
9 R7 N2 X" L) c* D& W- Process customer account information in a measured real time
& G, R: `, o' C0 `environment.
, ~* t9 R& I& d- Provide caring customer service to all customers.
; V6 u) a- f; D9 E- Defuse potentially unproductive interactions with irate
. _) e" O& I" X" y: w) O3 P" O/ tcustomers.
" n0 R4 i6 x9 b& Y- Respond to emergency customer service calls in potentially! x* V* T* p! f& m3 f9 j
life-threatening situations.
5 ?8 C* F, ?* E- Work with minimum supervision.
- G- A: ?0 g4 |3 c j& t6 n- Understand and abide by governing legislation, codes and4 i' F. e5 r3 V& D& s
compliance: o0 t L: q3 k, I) r
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/ v/ ^7 J$ ~: U& xQUALIFICATIONS% Z% G& `7 O/ V& Q# B
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- Grade 12 Diploma or equivalent (applicants will be required to
# h+ [3 w/ `( g/ Hprovide( u; L2 G/ K: O; p( k
proof of education)# O$ O; [& o2 G7 w
- Successfully complete the Call Centre Simulation Assessment(s)
/ c, M, R1 v) I+ g8 T; B3 W: z- Proficient skills in PC office applications (i.e. MS Word) and a5 l3 f; j1 I. T8 B9 h& b
working knowledge of Windows XP." @# Z0 W7 A/ e7 a
- Proficient keyboarding skills.
: R3 g, P# V. W1 b0 k g, V, ?2 m- Call Centre experience desirable.7 u" n* n0 p, q) m
- Demonstrated reliability and ability to work rotating shifts.
0 g, U8 B3 S, x w4 P- Effective professional written and English verbal communication# w. S) k4 l* [) n( F4 f" B, L
skills.
4 l: ~4 s/ f' v$ C n- Flexibility to perform in a dynamic work environment.
# r8 ~! z; a. U) \8 ^& z- Positive interpersonal skills to thrive in team orientated3 R4 j* S* o6 c3 U# y8 u
environment!/ [) C4 q. a# m7 i' E P- I! T/ t
- Accurate and attentive to detail. Strong mathematical aptitude.* N% g$ C, ~' s9 B
- Demonstrated ability to work as a contributing team member.) H |% R" C: f8 g2 h y
- Ability to apply appropriate judgment in the management of
: ^* @" q( L1 d) ^& jconfidential information.
9 _/ s8 y# M! Z2 @- Clear Criminal Record Check.
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Good luck,6 Z- Y& r F5 t
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Karuna Bhavsar: [; V- K1 Y. {
6 x1 T8 _( j: U6 ?, qWelcome Centre
- A. f! d4 u( x* U* z. S2 V) \" u7 E3 m7 `Supporting Aspirations Connecting Dots; z0 J% ]7 x8 r/ C- Y+ n
6 _& J5 P1 h: K2 q& }9 d* n5 Y#335,TowerII % R. P7 s( [5 N V/ p& W
Millbourn Market Mall. J# b: j- c4 E+ Z1 v
7609-Millwoods Road6 \7 S! _( l& |5 D% \
Edmonton,AB T6K 3L6" O5 T, \4 d0 {. S4 o% e6 `
Phone # 780-462-69248 R' @$ q! [6 _( ?$ a3 f. v/ o
Fax # 780-466-6594 |
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