Call centre representative-ATCO

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) N" C5 L, x$ p0 _! U' X: }appointment with one of the counselor.

Level II - Call Centre Representatives (Permanent)
Competition 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

DESCRIPTION
: G6 z$ ~+ Q# Y# S
( r" Y0 F* b: w# i( P$ i7 j) GAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ h6 d! s' {/ W+ ]& F, B$ 18.83 per hour.
7 j1 {5 i9 o3 [- dShift Differential: additional $0.80 per hour for hours worked on
* v" P) `% c5 A. [Saturday, and $0.96 per hour for hours worked after 5:00 pm.
$ B. Q! y1 r9 @7 n: }: i

7 r5 |( x. a* HThe Level II – Call Centre Representative assists customers by
3 A. m' X. s( Tresponding to
$ e  B* g1 L/ i8 h4 dresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
$ ^+ G, S# T' ]/ y- L/ _excellent customer services by focusing on first call resolution.


- i+ r2 h1 S. H# Q. n; @/ o! q
The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
  s) }! W0 ^* s6 J% t/ {8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
4 ?" u2 h9 {' F7 ECentre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.

9 F/ M& s, |/ u" `

8 g" y, z+ A. L; x) _! XThis position is administered under the Canadian Energy Workers
Association
  a# X. n( G+ UCollective Agreement, Job Posting provisions.

RESPONSIBILITIES

- 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
fast-paced environment using initiative, creativity and
0 W( h/ o# V3 w: m/ `( g* w8 ?# ldecision-making
3 ?2 ?/ a  }9 m9 Zskills.
, D4 }' E% Y& ^- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
5 m/ B4 `5 v) }/ M% P, i/ z  |- Investigate, analyze and respond to inquiries concerning billed
( }7 }6 y: x" H$ W3 P" \amounts, account status and receipt of payments.
  `9 _/ n: _( a% P9 m- Process customer account information in a measured real time
7 M, f$ n: h/ f: |5 T7 M: Aenvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
8 I0 X/ M' u& Z4 Acustomers.
- Respond to emergency customer service calls in potentially
( t3 t4 p. K: C2 j' d9 w) y( ilife-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
9 i* w4 l4 i. g& ycompliance
plan.

QUALIFICATIONS
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7 O  j9 |! Y6 |1 G0 S. t8 A' p: L5 {- Grade 12 Diploma or equivalent (applicants will be required to
3 `% b9 A4 H0 q. P$ tprovide
proof of education)
* m$ t% y( [( V) E% J: v  h- Successfully complete the Call Centre Simulation Assessment(s)
( q3 H7 y, B$ L- Proficient skills in PC office applications (i.e. MS Word) and a
$ Z- g! y1 o8 Uworking knowledge of Windows XP.
- Proficient keyboarding skills.
& R7 y/ L' z7 V& k. j- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
6 U, k- A0 A: W3 g. R- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
1 A1 [) F+ k7 ^5 ]$ h; I/ I- Positive interpersonal skills to thrive in team orientated
environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
  V' z' ]: E* k! _* d& @- Ability to apply appropriate judgment in the management of
confidential information.
- Clear Criminal Record Check.
: `7 L# J3 U/ M
, g, c- P$ b; ?) W. `0 ?Good luck,
% B+ B4 H& k; F6 e: C0 S8 I
Karuna Bhavsar
% o, Y$ R9 m3 N- T% C4 l1 a7 X* X
; c7 {; u' F2 Y4 @* F% QWelcome Centre
! H/ \; W$ M' P$ b$ tSupporting Aspirations Connecting Dots

$ X* O: Q1 V, n#335,TowerII
$ V( G2 k3 a7 a0 B, Q" BMillbourn Market Mall
7609-Millwoods Road
$ D0 K6 l9 X  Z6 X% c  rEdmonton,AB T6K 3L6
9 g, C1 @( |% H4 p/ sPhone # 780-462-6924
1 v- H7 C9 F) y) BFax # 780-466-6594

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