Call centre representative-ATCO

又见炊烟

If you think it matches with your skills and experience and you need
" n  N, R( z2 V, i/ t: B5 q% bassistance to apply for, let us know and we will arrange for an
0 Q. d( q4 |5 B; e/ @& b5 O$ Q. {" Qappointment with one of the counselor.
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, @; G, K7 L, _3 bLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
6 ?) y) K/ X; [2 G/ }Closing Date:5/31/2011 4:30:00 PM
/ A. U, z) l# D% T6 b# kJob Location: Edmonton

* ^5 e3 X+ |& ?DESCRIPTION
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AMENDED - 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.
7 F' J8 k6 A& _# W6 A8 p' I! ?Shift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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& x. z- x; h; A) \6 ?2 pThe Level II – Call Centre Representative assists customers by
responding to
9 W* ?2 b( p$ [$ c/ fresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
5 e( v# c8 O; K4 X- rdelivering
excellent 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
) f8 W; A" A) l- E  wSaturday
4 c+ @9 J( o# L# _8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
* H: N  G# h6 H$ CCentre employees must be available to work all hours of the Call Centre
. @# ^4 l% I1 D- ?- }5 e! ^8 sfor
scheduling purposes. Work schedule will fluctuate.



0 j. f* f  N2 y6 wThis position is administered under the Canadian Energy Workers
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Collective Agreement, Job Posting provisions.

RESPONSIBILITIES

7 j* R$ E: M  U$ e0 K  h- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
+ `6 @; B" _3 ~& O6 P+ w" B0 A  ^account/service
inquires.
. ^$ E7 m4 l, V4 Q8 O; X- Solve a wide range of customer issues in a dynamic, high volume
and
; k& i3 |! G- n7 p; O; efast-paced environment using initiative, creativity and
0 y$ ^8 j7 D- W& f0 Sdecision-making
' f5 \: B  b( J, q1 f$ Z! Qskills.
- Up sell, Cross sell and retain customers is mandatory.
/ a9 \7 F( H; o, M0 p1 T- Provide information to customers relating to energy management.
+ n( ]  U, [. y  w% m- Calculate customer bills by performing complex rate calculations
! J! R8 _/ e+ Iwhile
$ J2 i3 l$ x4 P9 z" p, g* [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.
- Process customer account information in a measured real time
& N' C) Q  w8 ?. lenvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
4 V. ^+ d( h$ h' m8 @6 \customers.
- Respond to emergency customer service calls in potentially
2 h- E# X' d9 g" b4 flife-threatening situations.
- Work with minimum supervision.
* r: E: T* W+ [3 J7 ~  @- b- Understand and abide by governing legislation, codes and
compliance
! l" w4 {' `& ?5 ?* F6 _. Pplan.
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: E3 J2 {5 Z, Y5 q6 CQUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
5 V# t; L5 M8 I- Proficient skills in PC office applications (i.e. MS Word) and a
3 O% y# O3 v% E4 c! o0 fworking knowledge of Windows XP.
- Proficient keyboarding skills.
' s0 Y0 S2 {% I& j* }. f- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
3 G, s/ _. }" A% A, E6 Pskills.
% q6 \# G! n; E6 i; ]# V- Flexibility to perform in a dynamic work environment.
8 z/ I5 ~' J' J4 O3 F- Positive interpersonal skills to thrive in team orientated
$ C+ `2 `1 a, lenvironment!
. _  a" X9 \9 |/ |4 ^5 _9 m' b6 ^- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
0 i! G. R  T4 z- Ability to apply appropriate judgment in the management of
confidential information.
+ }* s1 t: z1 C5 B# _+ J3 b- Clear Criminal Record Check.

: @' w( Q' b% TGood luck,

  X+ A# h. [) d. s1 }) kKaruna Bhavsar
- \$ y/ l: f2 d' H  D% Q% a
: R! Y; ^2 [. h7 \  p: m) d+ BWelcome Centre
Supporting Aspirations Connecting Dots

  [" B8 \- b* M# c#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
/ z0 z; a/ w' T( @% F, O# @( ?Phone # 780-462-6924
) H) y7 P5 D! _+ |& GFax # 780-466-6594

flyingpig

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