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If you think it matches with your skills and experience and you need
/ E( }4 @, X/ |4 M" Cassistance to apply for, let us know and we will arrange for an, i( v; i# {% A" D8 Q2 C
appointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent) 3 W) |- x+ @* x% H1 w- a5 R( I
Competition Number: 65A11 16
5 b5 ^; I; r6 t0 e$ [Job Category:Customer Service / Call Center 8 k7 K7 ~( K6 b! I! Z$ S0 s- r
Posting Date: 4/7/20112:13:00 PM
, W# V3 B/ H) P: m3 V3 XClosing Date:5/31/2011 4:30:00 PM " \+ o% h) |0 p8 ^# K
Job Location: Edmonton
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DESCRIPTION
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- g Z9 H0 f' E2 [& aAMENDED - April 26, 2011
- s# L" W1 A# T" k* q; I' r- h: JATCO I-Tek is currently recruiting qualified permanent part-time5 k5 L- h* `3 Q$ I
(16-30) hours per week, Call Centre Representatives to work in the
2 f5 A2 D. |6 d' T, c5 W3 SCall Centre located downtown Edmonton . The pay range is from $14.83 -
8 x( F5 e/ | j! L4 s8 A& Y7 [$ 18.83 per hour.
* f+ M+ S. y; t* D Q, t! V6 ZShift Differential: additional $0.80 per hour for hours worked on8 O# [. ~$ |8 F3 Y7 a+ G" B. L
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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- _4 C6 k) B0 f" aThe Level II – Call Centre Representative assists customers by4 j2 b z! z9 d" V0 ]% |$ I
responding to& G" N, ^4 f9 {# _
residential, commercial and rural account and/or service inquiries or6 k4 s/ u1 C% E5 r m; I% V. G
complaints received by telephone. This role is responsible for
% T! w$ J3 l5 I' g$ Y5 Zdelivering6 d' ?# K9 F, v# C
excellent customer services by focusing on first call resolution.. y5 J) t3 B9 V3 A9 y" ?4 d
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$ c. w/ }: N7 D
7 C: k9 {% t: g2 M( c9 w! J1 LThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
) C: ~) a- o: _7 Q4 u* R+ |: jSaturday
. Y1 Y6 _% @7 `1 A4 j# j+ b8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call$ X9 g) T" f- s/ C1 I* J9 X _
Centre employees must be available to work all hours of the Call Centre
: [9 Y( c7 T+ G$ W- q8 Hfor
6 f( | p, H6 N! y# t9 ^9 [scheduling purposes. Work schedule will fluctuate.7 N$ n0 ?* f& z* `- }$ n$ d
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/ I( q. g: |8 X" ZThis position is administered under the Canadian Energy Workers0 C$ v4 @ S. I* w
Association
! x. n: g0 ^; Y h0 m# ^Collective Agreement, Job Posting provisions.9 X1 s" ^) Y9 [& z) Y! L
) n. ^! L' h' n" Y' @& eRESPONSIBILITIES
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- Responsibilities included but are not limited to:+ _5 O$ Y% K7 B; p0 w6 {, u
- Respond to customer residential, commercial and rural
3 h7 S( c: ^9 Q% [ @0 Naccount/service+ F2 z$ S3 {9 C; \- s
inquires.: p' a, N0 W5 v1 A9 i5 m r
- Solve a wide range of customer issues in a dynamic, high volume, P) P7 T( |+ Z+ d# U: U
and
# X' A- y9 t$ z! dfast-paced environment using initiative, creativity and: I1 w% ]& j2 x& ~5 W
decision-making
( T/ g4 l9 k- N6 b$ v1 H% bskills.
( n( x1 Q" j( R8 t2 U( M" i- Up sell, Cross sell and retain customers is mandatory./ t2 Q) @0 L7 j6 k& a3 g
- Provide information to customers relating to energy management./ v/ ~# m0 f7 } A0 m
- Calculate customer bills by performing complex rate calculations
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using a thorough knowledge of various rate structures.. ~5 b7 Y* d) H
- Explain customer bills to a diverse audience.
0 L8 c+ O5 o) b- Investigate, analyze and respond to inquiries concerning billed
7 {5 ~$ l! i3 q7 Tamounts, account status and receipt of payments.
5 k# n) \( t9 r' W" n. d( j- Process customer account information in a measured real time+ ?' o9 Z* F1 B, E
environment.! e/ P3 W L9 c* K2 h6 b0 p3 v2 P
- Provide caring customer service to all customers.9 X- E% R5 Y" i% ?8 R6 T
- Defuse potentially unproductive interactions with irate( S! u4 S; r4 F+ D
customers.
& N5 J. B$ s$ I6 X6 u- Respond to emergency customer service calls in potentially. F3 g2 t& W' F b
life-threatening situations.
% S2 ~0 l1 x( y; M/ k1 a( F9 M8 ?- Work with minimum supervision.
# ~8 d) \4 O- _( w# o- Understand and abide by governing legislation, codes and
1 k$ [$ h" |+ L/ R# Gcompliance8 O2 j# v ^ r# _! N/ E4 u
plan.
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QUALIFICATIONS
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) n% ~- v' r) u, V: a- M- Grade 12 Diploma or equivalent (applicants will be required to( Q, X+ i4 a) c& \ t" A/ z
provide
1 ]7 F9 A0 c; U; _9 {- R5 jproof of education)" z# ^# y; ^7 E
- Successfully complete the Call Centre Simulation Assessment(s)$ \ z; D1 T7 `
- Proficient skills in PC office applications (i.e. MS Word) and a
4 q: v4 U/ ^0 y, ?4 vworking knowledge of Windows XP.
+ m8 ]5 c* ~9 l& o6 K6 v4 @: N; l- Proficient keyboarding skills.
6 J3 r' G" S7 v* d z- Call Centre experience desirable.
, q3 N L% h8 L2 c3 R7 }( L- Demonstrated reliability and ability to work rotating shifts.
6 W o8 o8 N! n, ^9 d- Effective professional written and English verbal communication% s$ a6 s; ^. y0 d" k
skills.% I7 q* R- l1 \, \, w* B% ]% G
- Flexibility to perform in a dynamic work environment.
( Z' F7 m4 C; n- Positive interpersonal skills to thrive in team orientated6 ?* \- n- K5 j1 D; a# { v
environment!/ F+ I2 V' |: q; Q$ C* o8 B O) s
- Accurate and attentive to detail. Strong mathematical aptitude.6 Y; b, r: g% ] L% O8 g
- Demonstrated ability to work as a contributing team member.
9 g2 F7 \0 L* Q" _- Ability to apply appropriate judgment in the management of F, g, G8 g( s9 {3 f
confidential information.: L7 H$ {- ?3 Z
- Clear Criminal Record Check.
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Good luck," o9 v2 V. ]! ]4 B. l4 a1 Z
1 d$ K8 J4 ~' y$ w% M8 OKaruna Bhavsar
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Welcome Centre
5 d O; V2 @$ ^7 cSupporting Aspirations Connecting Dots2 Y+ R; J4 a& n2 D
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#335,TowerII 3 p& s0 ^9 d. a1 T% Y7 d
Millbourn Market Mall
$ I/ `/ t& I" E3 V" C# Q; H' r: D7609-Millwoods Road
3 Q3 A" h. r9 y; d, UEdmonton,AB T6K 3L6' o- Z* w% S: z6 V
Phone # 780-462-6924; ^0 g+ q8 h& o5 V" n
Fax # 780-466-6594 |
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