Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
- k4 S$ J( s  Cassistance to apply for, let us know and we will arrange for an
appointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

3 a. O8 h  ~, w% H% i7 P( k3 y( IDESCRIPTION
0 h, D$ s) G- H) D' j+ C
/ U! n6 c9 e* ]1 x' mAMENDED - April 26, 2011
& o& z3 v/ |. g7 d* @7 gATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
5 @& k: E) Z3 a9 c8 c7 a' s/ t& J5 eShift Differential: additional $0.80 per hour for hours worked on
, n3 \7 c, i4 L6 ]: fSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
! C+ t2 \6 }% p' }responding to
residential, commercial and rural account and/or service inquiries or
$ Z. y: U) q2 @" \' o) Ccomplaints received by telephone. This role is responsible for
delivering
- s, @0 B' k. F4 M/ gexcellent customer services by focusing on first call resolution.
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3 b2 z$ j& J: f" e
The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
6 g! q. e' V7 d$ F) H% ^  C3 S  L) {6 RSaturday
4 q/ \" c/ a3 ?7 R8 T/ ]% S1 e8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
Centre employees must be available to work all hours of the Call Centre
# z1 @) K  @9 W9 z( c% |- Xfor
3 b4 K8 b$ T( L6 c( ]/ K* K+ Qscheduling purposes. Work schedule will fluctuate.
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5 ]$ w: f& [, k# Q4 \! KThis position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

2 E4 z/ q" w6 |$ mRESPONSIBILITIES

- Responsibilities included but are not limited to:
. H. n- m( L, C' X* P& N  N- Respond to customer residential, commercial and rural
account/service
inquires.
! u" ?! Y* Q: r4 w: [2 j8 p! X- Solve a wide range of customer issues in a dynamic, high volume
: L. }$ I4 E, k  D. G$ k, Eand
fast-paced environment using initiative, creativity and
decision-making
# M: @# K: r; G& S  J+ \skills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
+ I4 [8 A+ {7 F- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
7 ?, J) ^4 {3 K& t/ e6 F0 J1 f- Respond to emergency customer service calls in potentially
life-threatening situations.
0 E" D  k! S3 f- X- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
- |" t* p- i! V+ o! @/ zcompliance
plan.
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  }& {$ X8 `6 x7 o9 PQUALIFICATIONS
8 |5 j  {# @/ i/ E4 d8 H, y
" g- o, N5 N' g8 n! {$ W- Grade 12 Diploma or equivalent (applicants will be required to
$ J+ U8 l/ I+ V$ ^% U* Eprovide
9 m, {! c5 e; V  c  f9 Gproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
. G3 v8 W' L& F6 j0 X- Proficient skills in PC office applications (i.e. MS Word) and a
" Q8 N. s# t& u) S9 zworking knowledge of Windows XP.
- Proficient keyboarding skills.
- H, r) R8 v& }- E# ^" A- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
$ Q0 z. R4 D" Cskills.
- z% n" {2 z3 p' H: ~1 ~! L* r- Flexibility to perform in a dynamic work environment.
, ~* z; N& y# ]* ^/ Z- Positive interpersonal skills to thrive in team orientated
environment!
7 B8 R- o5 X; e1 \7 Z9 F3 l- Accurate and attentive to detail. Strong mathematical aptitude.
9 g# {1 V. V' N# j( n- Demonstrated ability to work as a contributing team member.
7 Y( c: E  K) N( b- f6 P- Ability to apply appropriate judgment in the management of
' S% R# V' [' I. S$ w& V$ i7 Econfidential information.
- Clear Criminal Record Check.
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# ~, H( o9 U) z# vGood luck,

Karuna Bhavsar

  M' w" {! S3 k3 m' [Welcome Centre
, H. _9 K% z% O4 B5 q$ ^Supporting Aspirations Connecting Dots

4 l% a: y. n9 R4 n6 K' m#335,TowerII
# Y# D3 x7 @, W0 Y% M% ~2 pMillbourn Market Mall
7609-Millwoods Road
$ t1 b* ~7 |5 V! X6 q7 \Edmonton,AB T6K 3L6
Phone # 780-462-6924
* \0 r! i, `5 _7 ]9 [& y& \& u* m: QFax # 780-466-6594

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