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If you think it matches with your skills and experience and you need
9 a8 z0 T/ \, z" _" [- f( Kassistance to apply for, let us know and we will arrange for an
8 [* j* o/ f, |' e1 H% D4 Jappointment with one of the counselor. 7 z9 P4 c3 C/ A4 }1 d' a
& }& y1 A0 i+ R' g; t& p. m* BLevel II - Call Centre Representatives (Permanent) 1 g S& J4 R- H9 `; u) N
Competition Number: 65A11 16. ~% L4 |$ g. O1 i: h
Job Category:Customer Service / Call Center : s$ m O7 e- O3 X: [+ K4 @
Posting Date: 4/7/20112:13:00 PM# l n g- C) K1 J! q7 O
Closing Date:5/31/2011 4:30:00 PM
' d9 S- d9 ~& V8 M! _8 pJob Location: Edmonton" \& u) c4 s4 ]1 j w5 z0 B
$ s! Q0 H. V YDESCRIPTION
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AMENDED - April 26, 2011
& T- [- c+ v6 U3 o; s- lATCO I-Tek is currently recruiting qualified permanent part-time
7 l$ c3 t- o+ h9 M(16-30) hours per week, Call Centre Representatives to work in the
- u0 W% @5 _5 `. R, f5 J9 FCall Centre located downtown Edmonton . The pay range is from $14.83 -! Q) B% _# H3 J! b
$ 18.83 per hour.
) W! e& S7 _& eShift Differential: additional $0.80 per hour for hours worked on+ J$ M6 C' y- P! N
Saturday, and $0.96 per hour for hours worked after 5:00 pm.3 G' H4 r f6 q! \3 r
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The Level II – Call Centre Representative assists customers by* o9 e- ^2 e* H: p4 X
responding to
) n: r' ` w5 x G; Presidential, commercial and rural account and/or service inquiries or9 f3 ? V# ?4 J* z. p0 C# a6 a$ ^
complaints received by telephone. This role is responsible for7 D+ p+ P4 ?- s8 E2 M# q1 l9 l
delivering
9 G* a) Z* i! p5 Mexcellent customer services by focusing on first call resolution.
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- Z1 c9 Y4 y+ U: SThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
& f0 r3 k; |+ Z5 BSaturday% X/ G+ D& `, {+ u1 C; ?$ d% _! Q4 K
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call0 Y& T4 Y2 l& ~0 _8 N! m# A, T- C! e
Centre employees must be available to work all hours of the Call Centre
, N$ \ n& g% j# _. n) k. `for' R( {( K& k U$ G/ T
scheduling purposes. Work schedule will fluctuate.
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( U8 n7 T3 j: P7 a# T8 o) wThis position is administered under the Canadian Energy Workers/ H6 ~: d: c4 F2 j0 E O
Association4 ]( M H# M. T3 l# U7 E" _) ?
Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES
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- Responsibilities included but are not limited to:9 k$ T: l, K! W( j
- Respond to customer residential, commercial and rural6 h! Z: H) Y* T# m6 i
account/service8 b' C# E1 ]4 q/ b8 r$ T; r7 r) x
inquires.
3 k0 X8 N/ O+ t8 b/ l l5 L- Solve a wide range of customer issues in a dynamic, high volume: L. E1 T0 f$ Q3 D: E. g+ J
and
# f& m; v/ Q7 e; Afast-paced environment using initiative, creativity and
2 y& Z' H. d' R$ k$ g3 P0 rdecision-making
) S: ~4 j) v" B9 V, I) ]) i/ U4 }* Tskills.
4 r* t: {- y% p4 ~" ~. ~- Up sell, Cross sell and retain customers is mandatory.9 H' ~9 c9 R2 o' K) ^) `4 E9 l
- Provide information to customers relating to energy management.
( O% z9 h" _: U* B- Calculate customer bills by performing complex rate calculations8 ]! D) j" `% o5 ^1 \, O
while, i* U" ^7 `! `3 R+ c* b) e# `) j {4 o
using a thorough knowledge of various rate structures.* \3 S) m- R- L
- Explain customer bills to a diverse audience.
6 V) s6 }" [% n1 r- Investigate, analyze and respond to inquiries concerning billed
9 @7 G N( S) w) }8 vamounts, account status and receipt of payments.
' Z; E0 k% y0 B9 h1 Y% w- Process customer account information in a measured real time8 C5 ^4 A5 Q' S% C+ [& b
environment.
) v% |# m: y: b" f- Provide caring customer service to all customers.
2 v5 j9 E" L$ H9 J4 o- Defuse potentially unproductive interactions with irate
1 b9 `" t- b/ wcustomers.+ ?. r# B7 } s; T2 H/ v
- Respond to emergency customer service calls in potentially
7 _% G' b D6 O8 L- |' \4 H1 l6 Ilife-threatening situations., e2 j! m1 u7 j1 v ?+ { h6 [% F
- Work with minimum supervision.* [* a) `# @* s4 T9 b @( W
- Understand and abide by governing legislation, codes and
e9 P+ m, S- h- R/ |compliance
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7 B& w$ h% s @" n" hQUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
+ {- T4 d8 S/ Q$ S9 ^0 O t! Sprovide o( w' J) ?$ W% _7 x$ E
proof of education)/ b2 S7 D. M; V) A( Q9 {
- Successfully complete the Call Centre Simulation Assessment(s). t) `6 h+ S4 I3 g) T* G
- Proficient skills in PC office applications (i.e. MS Word) and a1 j$ Z! I7 ~! l g
working knowledge of Windows XP.) v2 ~1 q- F) q" C% p6 j0 J ~
- Proficient keyboarding skills.
8 u5 H. \+ m: T9 A- Call Centre experience desirable.
: C% Y) _& j3 _. J4 Q6 j6 G: d% }- Demonstrated reliability and ability to work rotating shifts.
- z5 E) [3 q9 t- Effective professional written and English verbal communication( Q C5 T: C' p: o
skills. X: J2 b. o1 D4 \ K
- Flexibility to perform in a dynamic work environment.3 v" [3 L' `2 n% u& q
- Positive interpersonal skills to thrive in team orientated
2 X |" H5 h2 I. D& e/ Q Aenvironment!# D' P( o2 G6 G! v2 o% ?2 N
- Accurate and attentive to detail. Strong mathematical aptitude.
q; K3 P3 s$ }- Demonstrated ability to work as a contributing team member.# d: z: Y4 A9 n) A
- Ability to apply appropriate judgment in the management of
/ a8 O7 `1 r, t8 fconfidential information.
9 a' `: k2 g, X! j- Clear Criminal Record Check.% r7 n; e2 w$ R1 h% _ M
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Good luck,
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Karuna Bhavsar! r- ^. \5 S1 p" D: j
; ^" W. \: t! Z4 z. F% L2 `. ~8 uWelcome Centre ; h! H& M1 s$ V& d7 p
Supporting Aspirations Connecting Dots8 ^ i6 @7 q$ ?# Q$ k
/ c6 w/ ~, V- i" ?4 p#335,TowerII
1 V Z6 ` L6 \/ k. CMillbourn Market Mall* a5 X( a2 h$ X# Y4 r- d9 I
7609-Millwoods Road
% \- R: s, t, T" Y6 TEdmonton,AB T6K 3L67 {( n, a$ M% g9 h+ J* v7 @) r
Phone # 780-462-6924
2 R. S$ I9 g. l3 XFax # 780-466-6594 |
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