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If you think it matches with your skills and experience and you need/ z- t7 c- r' H7 a; D: t
assistance to apply for, let us know and we will arrange for an
, X) R+ e, Z+ ~# ~1 Zappointment with one of the counselor.
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v! Y# `' p" o4 L6 ]: G7 V1 A2 zLevel II - Call Centre Representatives (Permanent) 8 n! @% g0 B# |& @( r, p
Competition Number: 65A11 16, ~4 Y. _' h. W: v) {
Job Category:Customer Service / Call Center # f/ e& ]% \/ n: n: g( j- ?4 \
Posting Date: 4/7/20112:13:00 PM
7 J' R/ T4 q9 YClosing Date:5/31/2011 4:30:00 PM 1 S2 B+ x" o9 f4 f
Job Location: Edmonton' c% V: A6 e3 d; U }
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DESCRIPTION
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5 @, \2 ~; D. F {AMENDED - April 26, 20119 j9 F* h" C& e2 B: @3 w# `
ATCO I-Tek is currently recruiting qualified permanent part-time) N/ i& D/ w$ a. ]
(16-30) hours per week, Call Centre Representatives to work in the
8 ^: j4 i0 l6 YCall Centre located downtown Edmonton . The pay range is from $14.83 -) B# e5 X9 o1 e+ J
$ 18.83 per hour.
$ B7 y' g& _* @Shift Differential: additional $0.80 per hour for hours worked on
) {& Y$ g$ f& ESaturday, and $0.96 per hour for hours worked after 5:00 pm.
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' M9 R& {7 V+ ^3 _The Level II – Call Centre Representative assists customers by
' g$ C5 t" o: s9 [3 o5 T- gresponding to/ S0 Z k) G/ B; U( ~
residential, commercial and rural account and/or service inquiries or& [7 q; Z8 c d+ E3 j
complaints received by telephone. This role is responsible for/ X/ T/ p( q; C
delivering
8 B% B9 M3 M. @, ~: d3 vexcellent customer services by focusing on first call resolution.; o5 X; M2 Z, y+ q% `8 A2 U
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and0 \& W0 S4 v% T* y
Saturday
5 z N2 |1 f5 L* \( ^8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
+ P- l* }4 ?( sCentre employees must be available to work all hours of the Call Centre
1 G- V1 E; \( [ f! rfor% H9 A, L& ^; D$ p: T- ?2 y0 T
scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers6 z/ D! j2 J/ Z9 o) K. g! _
Association
5 t7 q9 K1 ^0 V) m rCollective Agreement, Job Posting provisions.5 p' l2 ]% | l
4 G p) S: H) e% ^0 J1 d2 ^" qRESPONSIBILITIES5 j6 R1 y" ]3 w$ G& H
- i6 [7 ]7 I; k1 e j) }% q: G9 d- Responsibilities included but are not limited to:
! Y- P/ k k/ Y a4 Y- Respond to customer residential, commercial and rural
/ y7 @5 @- x Uaccount/service
1 ]4 a5 [4 x3 r4 b+ linquires.
# {6 R# X6 J/ R4 d( r, `& E% X- Solve a wide range of customer issues in a dynamic, high volume
. e" g8 N" J: vand
' H7 f% }% n$ I5 U) r3 ?7 j, nfast-paced environment using initiative, creativity and
g" G. J1 [% F V U3 N- qdecision-making9 Y2 c, }. c, [5 \5 n) B/ j
skills.5 D$ @, ]3 g$ `) k. n/ e
- Up sell, Cross sell and retain customers is mandatory.
5 E+ g9 D) b5 z u* S+ \- Provide information to customers relating to energy management.) b" e: q, ~! A% h7 Z0 f6 L8 q
- Calculate customer bills by performing complex rate calculations r2 \) E, S9 X9 [8 s4 t, m6 ~
while
5 s8 ^9 H- x( r0 j) Fusing a thorough knowledge of various rate structures.
, E8 R) t! M, R- Explain customer bills to a diverse audience.
9 f& a; V% q( _8 ~( y" Q- Investigate, analyze and respond to inquiries concerning billed
& f/ ]3 M$ A! wamounts, account status and receipt of payments.' a! A& I2 x9 K {7 m( t. {1 \
- Process customer account information in a measured real time* o& g( _* ?' ], L u4 \/ O0 v4 ^
environment./ g4 C6 [. |) ?- `$ F i* @8 A2 p
- Provide caring customer service to all customers.
9 y7 F; O8 s5 @" h- Defuse potentially unproductive interactions with irate
) m* ?: Q7 Z( Zcustomers.
4 ?5 n; ~( b9 r- Respond to emergency customer service calls in potentially
. Q. w+ @ T3 @, ?3 w, u# Clife-threatening situations.
5 o b% r# Z5 ]! h- Work with minimum supervision.
- H- J7 F3 w9 E; E- Understand and abide by governing legislation, codes and, y# Z2 N R/ P, W T
compliance
0 c0 I7 T6 V1 E" \plan.$ `. F: l; t |2 D0 a3 E
: n5 y! s5 G9 g* RQUALIFICATIONS$ A5 k' U) p' O7 `
9 m* [7 z+ _3 p1 n- Grade 12 Diploma or equivalent (applicants will be required to1 u7 ~7 U* }! p" C u$ |
provide
6 q" G6 |2 U# Y8 h9 L1 Cproof of education)
" r% r. d* t% w9 h( s% ?- Successfully complete the Call Centre Simulation Assessment(s), U" N* Z3 w* N( f8 M @
- Proficient skills in PC office applications (i.e. MS Word) and a2 S% A; |& s0 z1 N. V; I$ Y
working knowledge of Windows XP.* L7 C6 Y1 q7 m: D
- Proficient keyboarding skills.
4 Z1 g$ ~- N' T7 X* Y- Call Centre experience desirable.
4 ]( }8 w8 i& p8 P7 B' l6 j7 U- Demonstrated reliability and ability to work rotating shifts.
$ J* L$ e0 h8 a- s0 \ M- Effective professional written and English verbal communication( U8 j0 Y7 r3 W, h
skills.
' Q3 g% @- C' `9 |- Flexibility to perform in a dynamic work environment.
1 x9 }) u6 i- F1 U5 |$ }0 e- Positive interpersonal skills to thrive in team orientated
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- Accurate and attentive to detail. Strong mathematical aptitude.% }: n1 E5 N/ q, b% J" x0 \8 r
- Demonstrated ability to work as a contributing team member.6 H" {: P( \6 B! H( f
- Ability to apply appropriate judgment in the management of
: g: J: [0 ]) r, Wconfidential information.7 j5 z! M/ K: x' ?
- Clear Criminal Record Check.
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" ^0 i8 V2 ~5 ^1 [Good luck,
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Karuna Bhavsar% \8 { m( k' G8 S5 q8 _: M3 s
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Welcome Centre
% y: M, U& z! v& v& r: x c$ HSupporting Aspirations Connecting Dots$ x9 h! w% {4 E5 |( G6 C/ E
7 h% r% P: o- M: w. K, O#335,TowerII
4 x6 {4 O K$ z2 UMillbourn Market Mall
) m" n9 S( Y# N8 c: i5 A5 @. t7609-Millwoods Road
; B/ Z" h! t/ ?! }4 P' `Edmonton,AB T6K 3L6
, m! g/ ~0 V$ H; ]3 Y' w8 \Phone # 780-462-6924
5 g4 X) k8 ^% U* C8 o( `% n' k8 NFax # 780-466-6594 |
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