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If you think it matches with your skills and experience and you need, e* X: r8 N1 z5 z* n0 `- I
assistance to apply for, let us know and we will arrange for an
" S+ P; A) Y. H$ M: j. \appointment with one of the counselor. 4 }- p2 }. X) A" `: R1 w
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Level II - Call Centre Representatives (Permanent)
$ F* E X; B$ i6 |Competition Number: 65A11 16
5 n a6 r; p! E [7 b& kJob Category:Customer Service / Call Center & n6 E2 N. Y( t1 T8 k
Posting Date: 4/7/20112:13:00 PM, r9 a, q; ^/ j2 q# W
Closing Date:5/31/2011 4:30:00 PM 3 b3 W6 R$ g( {( l9 D! y
Job Location: Edmonton2 c- ?; k4 m) p
7 |3 @; E% S% B0 i0 |" p% K7 P7 mDESCRIPTION
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AMENDED - April 26, 20117 y7 a2 H) b& ~
ATCO I-Tek is currently recruiting qualified permanent part-time7 |! A/ r8 Y; o. W% N1 d2 W
(16-30) hours per week, Call Centre Representatives to work in the, U9 {0 u' S: N
Call Centre located downtown Edmonton . The pay range is from $14.83 -
P% n; g1 T: M: C$ Q$ 18.83 per hour. 3 J' H, n1 s0 z7 }8 g6 A* m, ?
Shift Differential: additional $0.80 per hour for hours worked on% u. W* T R! C$ m& k
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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3 w) m; J- ~) z* q; YThe Level II – Call Centre Representative assists customers by
$ x5 @9 e8 B. dresponding to
- i" V2 @/ P9 p1 T2 s3 cresidential, commercial and rural account and/or service inquiries or9 |/ b4 ]* O% c; [- L+ o
complaints received by telephone. This role is responsible for* Z N3 Y* d; h( d' v( B
delivering
1 w4 R! c$ d* Vexcellent 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, and1 e( q& [, ^6 v
Saturday
# L+ n; c) ^) l* K2 |. Z8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call4 K9 J! z" c& H- H) ^
Centre employees must be available to work all hours of the Call Centre- n) m) s& ^* y; N- j; _$ W a
for, n3 ?- |. p4 G& R1 R
scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers' @6 K! ?8 F% W
Association9 u; V3 {/ g6 Z' N B
Collective Agreement, Job Posting provisions. U/ a/ j3 r" I
# K; t6 }3 g e1 Y! P( }% G0 pRESPONSIBILITIES( Z/ u6 T$ S' S' j) `
0 G2 u6 f+ Z8 i9 L( T9 A, _! R: k+ D- Responsibilities included but are not limited to:
, P- a8 T4 y! \; E* K0 b/ D. w- Respond to customer residential, commercial and rural! w9 q8 u4 g8 N: v
account/service- m8 m0 M2 B! X( N) E3 s+ D
inquires.: I$ E3 `, u) a p) z6 ?
- Solve a wide range of customer issues in a dynamic, high volume- F: j. [; n( J* L8 @/ l- h
and n5 N, \/ ~5 O, b
fast-paced environment using initiative, creativity and; _) Y/ t- ~5 n
decision-making
4 G: R5 K4 d5 U6 Yskills.
5 q8 O& R' _! }7 t5 i7 y1 e* S- Up sell, Cross sell and retain customers is mandatory.
- g P- k8 p0 t" A+ O9 R- Provide information to customers relating to energy management.4 }8 n, C2 y2 ]: R$ S
- Calculate customer bills by performing complex rate calculations
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using a thorough knowledge of various rate structures.; R$ K0 b2 ~' U3 U! v
- Explain customer bills to a diverse audience.; d* C" ]0 I3 ]& q& N+ M4 N
- Investigate, analyze and respond to inquiries concerning billed8 j$ e/ g/ g4 c6 Y* b7 s& {
amounts, account status and receipt of payments.
- u: Q) x" R( K- Process customer account information in a measured real time
( w$ V# W! E5 j3 G+ l$ Q% oenvironment.
# g% }! P* B" y0 w) E/ I+ g- Provide caring customer service to all customers.
: z6 j/ P( c+ h+ B* m- Defuse potentially unproductive interactions with irate0 m# R* Q! U, |, t4 r0 V+ y! w
customers." N4 a: u$ f& |& M' N+ w
- Respond to emergency customer service calls in potentially, V8 N- j# }- N/ @, n9 _
life-threatening situations.% g/ b3 C1 w! O8 g8 p2 Z
- Work with minimum supervision.
0 Z; P5 ~: J) n5 k# F$ C- Understand and abide by governing legislation, codes and6 q0 B6 @" {! {. W$ g: e1 I
compliance
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QUALIFICATIONS
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, X& b) @( f4 g0 j2 T5 `0 s _- Grade 12 Diploma or equivalent (applicants will be required to
, c6 V5 D, _5 s( ^# @9 qprovide! J) G: w5 M: E* l, ?+ \" v
proof of education)6 ^6 w# Z7 K* o+ N( w1 H
- Successfully complete the Call Centre Simulation Assessment(s)- b* W( A2 ^3 ], ]
- Proficient skills in PC office applications (i.e. MS Word) and a2 T4 [* [+ y3 V$ I/ {& w' u- l
working knowledge of Windows XP.) H% w4 l' u2 ]' m. Z S
- Proficient keyboarding skills.
0 p4 K0 V" l1 c! o& b9 w- Call Centre experience desirable.9 u# Z8 T ?" W' I
- Demonstrated reliability and ability to work rotating shifts.
1 [5 _9 u4 v0 F& y- Effective professional written and English verbal communication
* b7 c; E7 p5 n2 ~* Y/ K0 Rskills.! V0 A! S( K- `" f+ p* ^2 J. l
- Flexibility to perform in a dynamic work environment.' | D) ?4 f2 W3 ~ ]
- Positive interpersonal skills to thrive in team orientated
1 ]/ N+ w1 o( l7 \ T/ U6 xenvironment!( L! k+ |+ @+ b8 M# \
- Accurate and attentive to detail. Strong mathematical aptitude.
# u' l# w9 I6 |0 G8 X m7 g- Demonstrated ability to work as a contributing team member., K1 Q& S& {. Q7 F& m% z8 Y2 L7 o1 g/ G
- Ability to apply appropriate judgment in the management of
8 z: o( N+ d H m/ K4 n+ Z- q' ]confidential information.3 W0 C' ~) g2 n; \# |! T: u
- Clear Criminal Record Check.
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Good luck, M o4 a" }4 q
& \* X4 N7 M9 k0 ^# b) i- f: x% JKaruna Bhavsar
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Welcome Centre ' b1 I* O( @* X
Supporting Aspirations Connecting Dots" T6 j4 \; H, U# f* B' B
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#335,TowerII * k( b- l6 I9 F6 M) v
Millbourn Market Mall
7 [' X# x( g# B! `, ?' u7609-Millwoods Road* j, L1 I: {0 n! E0 L9 d, j
Edmonton,AB T6K 3L6
+ f9 C' z( u( T5 f, Z" ?* B+ |! yPhone # 780-462-6924
1 k2 Y6 w" s9 \' h( K2 \Fax # 780-466-6594 |
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