Call centre representative-ATCO

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% L5 ]* n/ k# i" S8 tLevel II - Call Centre Representatives (Permanent)
/ h( M% m  c5 ^Competition Number: 65A11 16
) C- X- L5 k& ^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
; q9 n& X% p% ]( [' y( c
% ~. O( h* r9 r1 ~3 r9 p& rAMENDED - 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 -
$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
4 j& e4 ^4 A' C9 y- C& CSaturday, and $0.96 per hour for hours worked after 5:00 pm.
0 U! s3 _/ ?: B8 s  {! K9 @: b

& F, W- `1 l" tThe Level II – Call Centre Representative assists customers by
8 h) I0 i3 T# ~responding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
9 z( C6 K  r4 n: Ydelivering
excellent customer services by focusing on first call resolution.

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( L* o0 O$ \/ H( v2 s  V; m
2 i* A. D& K) X; iThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
: [! [( O9 m* a1 q! o/ jSaturday
* L, q& \9 ]( L8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
& m5 ~$ l$ K- d- ^8 |Centre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
3 b. s$ W* V0 z& ]# O% WAssociation
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
' I1 [3 ?4 s+ s& P, O4 }account/service
- @' Y3 p2 r! @; Y0 K8 x" u% Q7 @inquires.
! [- M9 Y  B9 L& `+ U- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
4 l# m9 v8 M6 Y0 b  z1 ^decision-making
skills.
3 G- V/ X) U1 g+ @+ R% s8 ^- Up sell, Cross sell and retain customers is mandatory.
& I9 J. v6 H8 `" M% I$ _8 N% }$ s- Provide information to customers relating to energy management.
) [. `2 X- u. S* U$ O+ \- Calculate customer bills by performing complex rate calculations
while
' F% w0 J1 c8 ?' ~& Gusing a thorough knowledge of various rate structures.
8 M! U9 e) Q) S& X0 z/ @8 i  ]" T- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
3 _+ d- Z) ^8 n4 ^$ O+ E+ Qamounts, account status and receipt of payments.
4 F2 ]& O, x# u- Process customer account information in a measured real time
# H0 Q" \9 R: x1 e. l0 O( a5 j4 Z2 [/ Kenvironment.
% D0 n8 n$ _$ M8 F& T0 K) G$ P# |- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
8 ~. ^/ }! P, o5 N/ h; h0 C- Respond to emergency customer service calls in potentially
life-threatening situations.
& }1 ^9 z/ t2 d0 y4 X- Work with minimum supervision.
0 V! X5 E8 g7 b# i$ t- `) ]* m- Understand and abide by governing legislation, codes and
1 U! ?; k' y/ L; L9 o  i- ecompliance
3 C1 V" {: L1 k) Nplan.
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% Q( r$ g, Z, ~+ eQUALIFICATIONS
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  L6 M% K/ M; [* e9 M% h0 X$ d$ i- Grade 12 Diploma or equivalent (applicants will be required to
  P7 q5 I5 U0 e4 ~! q* wprovide
. f- j+ L( |3 j0 ~' \. u6 e6 T4 _proof of education)
! w6 p( x: {  p7 @- Successfully complete the Call Centre Simulation Assessment(s)
( ]# q$ _/ x9 }- Proficient skills in PC office applications (i.e. MS Word) and a
! H* i, m, t/ V( i+ ?* N" a8 Zworking knowledge of Windows XP.
, Z& O! z, r3 f- Proficient keyboarding skills.
5 ~+ W: v. c: `( W- Call Centre experience desirable.
: R5 {6 Q; m/ A- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
+ O# i  h& [; |  {# B* eskills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
9 K8 i) u4 R4 O' tenvironment!
; W/ @8 j6 M$ V% |- Accurate and attentive to detail. Strong mathematical aptitude.
" l" o- ^6 e$ _" V- Demonstrated ability to work as a contributing team member.
( }; u0 e! Y* [- Ability to apply appropriate judgment in the management of
confidential information.
$ s- ]( N1 X! @  }2 W) H3 F" P- Clear Criminal Record Check.

Good luck,

) o) [3 @/ v0 i  z' q# }; j: e6 D; IKaruna Bhavsar
! u1 s3 G- x/ x4 e
9 @4 w0 W4 y. ?7 d2 {. @Welcome Centre
Supporting Aspirations Connecting Dots

' X4 B# n0 ~& o0 U#335,TowerII
* K4 O0 G; E3 w+ AMillbourn Market Mall
+ K5 S- O/ x7 ?5 t0 K7609-Millwoods Road
' h3 n+ Z, F$ C5 D; EEdmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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