Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
2 w9 }, }3 I( V4 }" g4 {assistance to apply for, let us know and we will arrange for an
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) M) V( K! @- P+ L1 @+ \9 r" \Level II - Call Centre Representatives (Permanent)
  y, j6 m" Q; C; lCompetition 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
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DESCRIPTION
  H8 z+ b7 A( y) E( `5 m  @5 v
. h) K. k, b6 @0 u/ KAMENDED - April 26, 2011
) |2 s+ {$ `, t* f- gATCO I-Tek is currently recruiting qualified permanent part-time
  d+ A# ?$ ~( i; p6 A7 s(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
3 G$ a# n9 m8 ?" f8 t- Z) N, e$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
7 |/ t8 Y  D4 p9 l5 S8 G4 R6 CSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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: y1 N! s. k: y% A6 A' t& kThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
' p  G" B7 ]; i# M8 {complaints received by telephone. This role is responsible for
9 _6 w0 `; R, m, Y; j$ ydelivering
* p0 f7 w  ?* o7 b7 d! \9 ~4 Lexcellent 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, and
1 l. S; u' X% a: e4 i$ lSaturday
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
% Y( l7 y& }; Q  u3 h7 Bfor
" t( k  ]! h, @0 m6 Jscheduling purposes. Work schedule will fluctuate.



( l) }! [9 o, O! ^4 PThis position is administered under the Canadian Energy Workers
Association
& [) D) k8 F- q. ^& r. T/ jCollective Agreement, Job Posting provisions.
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! v. _* B0 O  t2 i; V7 d* v" \& M( B, wRESPONSIBILITIES
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& o% g9 s+ S, `5 k. T% H( u- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
9 @! g0 `0 ^2 ?  ?5 sfast-paced environment using initiative, creativity and
( P* K4 |. @* [+ B8 c" wdecision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
) N" y; s- u5 Z6 g2 Y, [- Provide information to customers relating to energy management.
! l/ [- b  H# f  u" C; d9 a7 A- Calculate customer bills by performing complex rate calculations
+ q7 b. ^' K& j0 D" hwhile
, K2 R3 B- i# }using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
$ w+ c/ U: o# Z5 {% t+ W3 }- Process customer account information in a measured real time
) J, P0 Y9 ^! wenvironment.
3 P8 z$ J0 w/ M8 D# ~5 G1 ]- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
9 l4 Q7 t# F* b) ^$ T' a: |3 _customers.
9 P( d( x" ]' @# w0 u- Respond to emergency customer service calls in potentially
$ g5 t2 E: |# m7 n) klife-threatening situations.
- I/ }9 s+ D4 r2 V& W5 [+ L- Work with minimum supervision.
  M$ y% U  ?9 y4 H7 I- Understand and abide by governing legislation, codes and
; ^! }' ^! ]4 E- V+ B. [compliance
6 o3 b# v7 W7 ]5 Q% X; j: [  N/ Jplan.

% O+ I& l6 F) K' a6 W+ ZQUALIFICATIONS

8 P' n0 l/ [( I, v3 I& T6 f- Grade 12 Diploma or equivalent (applicants will be required to
provide
$ [" A% A1 c0 C  }7 n; I+ dproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
6 @; \" `9 F7 \- X8 r- Proficient skills in PC office applications (i.e. MS Word) and a
/ e) m* o7 z& v7 V4 p# \working knowledge of Windows XP.
. L- T3 y) C0 H2 e- Proficient keyboarding skills.
+ c0 e( z8 ~; K! k; m6 v* u3 k" V- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
$ u' d3 M/ C" x0 [: a* {. C- j- F8 Wskills.
; o# u7 a0 [' P; ?; h1 W# D- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
0 s6 h7 d/ g6 y  W( A0 q; ?$ U- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
9 T2 t8 X$ z- V& s- Ability to apply appropriate judgment in the management of
confidential information.
- Clear Criminal Record Check.
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Good luck,
- A2 T$ O' J" H7 J0 j
Karuna Bhavsar

Welcome Centre
+ h& @- I1 y( D7 V& I' HSupporting Aspirations Connecting Dots

2 o1 P/ w. y, D$ n. }: o#335,TowerII
  z2 G" R- i/ L! i9 n* F5 n, ]2 GMillbourn Market Mall
4 r. X. A: ]- f# T7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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