Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
$ Q4 _6 U) ]) passistance to apply for, let us know and we will arrange for an
7 p$ y5 B4 J9 ]" u/ `0 happointment with one of the counselor.

6 k/ C$ e9 Y" X! SLevel II - Call Centre Representatives (Permanent)
, ?2 E( r: Z. ^( b3 PCompetition Number: 65A11 16
2 Y2 c3 k) m- E8 D3 H: UJob Category:Customer Service / Call Center
7 [# q0 }: F1 I. oPosting Date: 4/7/20112:13:00 PM
1 a9 [" l5 c9 D2 e+ u: zClosing Date:5/31/2011 4:30:00 PM
& \1 \& l  }/ s, QJob Location: Edmonton

/ C) P, V1 i4 c/ C8 _7 l7 ~3 rDESCRIPTION
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1 j; G9 ?' i0 r7 dAMENDED - April 26, 2011
  G% A- |% K1 K# s' v9 B, v0 B) OATCO I-Tek is currently recruiting qualified permanent part-time
% G8 t8 P+ o+ Q& R& i& c5 g(16-30) hours per week, Call Centre Representatives to work in the
/ p. o" x0 ]7 R0 T8 x0 Y$ G/ BCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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9 ?0 K7 f; a) iThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.



7 F1 }. m1 i1 h  S& XThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
3 U/ B( L1 L' v- |# |Saturday
8:00 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
for
' T) K! c5 n9 b. W) Wscheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
* f- j& u. y$ n2 q. sAssociation
Collective Agreement, Job Posting provisions.
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- _5 ]! f8 L) Q% [9 c1 RRESPONSIBILITIES
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! B: J7 L: v0 B; O) _( T* t- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
) K$ I" @1 E0 }7 Vaccount/service
" m0 B7 l- v* p' j8 N. oinquires.
- Solve a wide range of customer issues in a dynamic, high volume
+ V/ ]4 E2 A' Iand
+ F* F! a7 u/ W7 |7 Efast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
6 S* F7 P5 G  v1 x- b- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
. M9 N7 n( r! a% Z) ~. M: pwhile
using a thorough knowledge of various rate structures.
0 Z$ m" z$ p8 n" q/ m6 X9 m: s- Explain customer bills to a diverse audience.
" c' Z2 J' x  D; h" Z# V  |- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
- Process customer account information in a measured real time
( S6 s) v7 S0 z0 eenvironment.
- Provide caring customer service to all customers.
9 H1 S' B' T0 v- z- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
0 o4 H8 N  W8 _* [  m  ~plan.

QUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
; }2 c. ~. f3 S" L# h0 I$ |7 u- aprovide
' T% n0 ]8 K+ m8 C, X5 R  Jproof of education)
- Q1 d9 I5 L7 ]. o- Successfully complete the Call Centre Simulation Assessment(s)
$ \( O$ i4 H! U- P; S9 ?7 z- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
4 v& u3 v% F4 i( `- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
/ J0 s6 @' j, R4 _& d$ ~' u, F! B* H7 Nenvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
9 f* C# u4 y; h+ F- Ability to apply appropriate judgment in the management of
confidential information.
- Clear Criminal Record Check.

; i7 U) ^/ }: O) GGood luck,
! k/ |- z2 v& Q' R
$ [  }$ U1 N- D8 t  fKaruna Bhavsar

' v2 {% [; M7 u. MWelcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
  r, q! Z9 ]! W4 GMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
. z: u6 }1 E% s. l" NPhone # 780-462-6924
/ F- d2 W  t2 {# }  ^9 RFax # 780-466-6594

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