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If you think it matches with your skills and experience and you need, D$ ]# M1 `' B/ G& h: q! Y
assistance to apply for, let us know and we will arrange for an: z4 h6 _4 E- f/ N4 w( Z
appointment with one of the counselor. ( e& t9 q7 M3 e v$ G$ O
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Level II - Call Centre Representatives (Permanent)
! C, T$ z& E C; U8 F R$ tCompetition Number: 65A11 16
& N+ F! B, P+ T( vJob Category:Customer Service / Call Center % C! \- b6 I6 c( o2 K* t0 B
Posting Date: 4/7/20112:13:00 PM
" E, I. b- A$ N% _Closing Date:5/31/2011 4:30:00 PM
( l: \6 M. D8 ^9 {/ vJob Location: Edmonton
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DESCRIPTION3 j3 K/ K# o/ M
' d; S% Z& t3 OAMENDED - April 26, 2011" }) ]# M% \. a9 \ U! ?
ATCO I-Tek is currently recruiting qualified permanent part-time
, ~% ?7 y! q. i/ S- U* F. c(16-30) hours per week, Call Centre Representatives to work in the0 D" P% M1 f2 L+ M
Call Centre located downtown Edmonton . The pay range is from $14.83 -* N* O9 H( h& ~) K, T X
$ 18.83 per hour.
* A$ d8 r( s7 H% G# m# b' }0 m4 JShift Differential: additional $0.80 per hour for hours worked on3 V9 S4 w* ^* L& u
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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N; z: ]! [! }. OThe Level II – Call Centre Representative assists customers by
- n. j: A: [! u) j$ Cresponding to7 i/ G) V- Y, A
residential, commercial and rural account and/or service inquiries or- o& t1 L, _6 w1 h4 W
complaints received by telephone. This role is responsible for
/ }* M0 M2 i' H( c* ]) zdelivering
" W5 {& L5 d7 e, x' texcellent customer services by focusing on first call resolution.3 A; T( [* n0 J8 k1 |
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. c/ t- H6 L+ N& m7 y% d9 `4 ^: nThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and, G2 r- C9 i: t. W. o
Saturday) i8 Q3 Q0 F& c6 s) q
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call. D* S% }3 x" A) g
Centre employees must be available to work all hours of the Call Centre
; U. a! C4 l- a3 f# q6 y7 Rfor
( H( R7 g1 z) m2 d* o- hscheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
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Collective Agreement, Job Posting provisions.) x4 @+ @' n# z1 w+ Q; W! q
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RESPONSIBILITIES$ s" D( a7 n+ {4 s5 P
" p6 P2 {6 `3 D; Y- Responsibilities included but are not limited to:
% e% l6 G9 S; w/ e0 k" F E- Respond to customer residential, commercial and rural
J2 \: X. l! r* j4 maccount/service
7 P- K5 p; o7 _inquires.$ \( C( k' t' s! X7 J: {
- Solve a wide range of customer issues in a dynamic, high volume
. m) W8 h& p+ M2 R7 B3 A9 _and
" b7 _ O/ I7 l% g7 z* Sfast-paced environment using initiative, creativity and
6 G, X, u6 v3 y: Fdecision-making R( D' h" E8 t J+ G( h( o
skills.
, U( O2 F. `; \, E. s. O- Up sell, Cross sell and retain customers is mandatory.
2 K& O' [, v1 A4 G+ t: t- h- Provide information to customers relating to energy management.5 e+ }) h$ {3 {$ w3 j
- Calculate customer bills by performing complex rate calculations* L# [, Y$ q9 P
while
: l' N6 F6 f4 d* t& l5 }' W) Susing a thorough knowledge of various rate structures.
; R( |' n7 L8 g6 B- Explain customer bills to a diverse audience.
/ U) M& M& S- V' e+ a: _3 @" q6 k+ m, N- Investigate, analyze and respond to inquiries concerning billed
7 f: }% D& m8 Y5 @* i1 Famounts, account status and receipt of payments.
8 W. _5 a1 f: f2 s/ H- Process customer account information in a measured real time
: K: b2 B" }* f- l4 S, S3 nenvironment., N7 }" w7 h4 V5 i- G/ w; j5 p
- Provide caring customer service to all customers.
$ U' b2 E! O3 U; @; d- Defuse potentially unproductive interactions with irate
4 A' F7 y4 {) i! N; `8 a9 Wcustomers.
: J6 t( J( L- u- Respond to emergency customer service calls in potentially% ^3 }+ G- M) }) a4 \! p
life-threatening situations.
( V/ G4 p: i' @* @# @9 t- Work with minimum supervision.) V9 y2 M' r: t! T' T6 U. C! Y
- Understand and abide by governing legislation, codes and
# |' {9 k+ M& F {" Ecompliance
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QUALIFICATIONS8 ~% d& Q% d e* y6 N% _6 [0 F
& P# d8 V( p! W- Grade 12 Diploma or equivalent (applicants will be required to. Q% k) G. ? S3 `! L
provide& ?( R* R# k) S
proof of education)
( F/ F& w1 k6 n6 c" r- Successfully complete the Call Centre Simulation Assessment(s)
$ }4 \2 S4 ~0 q, a$ K7 X8 t- Proficient skills in PC office applications (i.e. MS Word) and a
: n4 N) ?+ A7 M) K5 e$ sworking knowledge of Windows XP.
, ~# |7 t, R* Q9 ^% H0 X+ M9 ?- Proficient keyboarding skills.2 c/ @ y! n8 m9 \; M5 g- k0 p
- Call Centre experience desirable., ~6 B1 y) z7 C; J3 `3 B- c
- Demonstrated reliability and ability to work rotating shifts.$ b% t: i( `. } W
- Effective professional written and English verbal communication
& O. u i/ o1 o8 o) r uskills.1 W6 Q) \+ L2 y5 e- v5 C) x
- Flexibility to perform in a dynamic work environment.4 t4 [& u5 Q' t7 H# |) s3 b
- Positive interpersonal skills to thrive in team orientated) b/ v: b* N$ d
environment!$ S0 k" J j; E7 i& X
- Accurate and attentive to detail. Strong mathematical aptitude.. N5 ^# O% h* F, g: A: h9 y
- Demonstrated ability to work as a contributing team member.
+ O& C: B$ T5 |* x# l8 n- Ability to apply appropriate judgment in the management of
! o6 f% o$ C& R- f$ ^2 oconfidential information.
( z% o7 e9 H! k4 F [- Clear Criminal Record Check.
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Good luck,
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6 @4 Q. B9 o0 |Karuna Bhavsar$ X2 q/ a4 v0 {
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Welcome Centre / [( Y- [4 N$ y3 [& y9 ?
Supporting Aspirations Connecting Dots
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#335,TowerII
! ~* S/ z T, ]& V% H* z; tMillbourn Market Mall
# k4 J, K8 Z( a7609-Millwoods Road
! V" X( s, @+ O/ `5 P6 DEdmonton,AB T6K 3L6
; U1 r7 Q6 b' Z. ]% F( s+ sPhone # 780-462-6924 }7 A" L' K+ U2 S
Fax # 780-466-6594 |
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