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If you think it matches with your skills and experience and you need5 _+ @/ {8 ]* W# [+ x
assistance to apply for, let us know and we will arrange for an0 f) x, |! k- F' c* c5 i" F8 [/ b
appointment with one of the counselor.
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2 v% v6 N9 u. W+ V$ R% MLevel II - Call Centre Representatives (Permanent) * w. D B* V& O
Competition Number: 65A11 16, d4 m5 f# F' p. z% Z2 m' _) _
Job Category:Customer Service / Call Center
; V# J1 \& K( wPosting Date: 4/7/20112:13:00 PM
. ^/ q5 q" D2 x& tClosing Date:5/31/2011 4:30:00 PM " M& x; O6 K4 S
Job Location: Edmonton
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DESCRIPTION9 ]1 L: K4 E+ S- { Y1 O
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AMENDED - April 26, 2011
2 f: @; N9 o! H: V, ^ATCO I-Tek is currently recruiting qualified permanent part-time
/ Z" l+ q8 R* f& b- B8 l* N(16-30) hours per week, Call Centre Representatives to work in the) e4 @3 o+ D! g1 n0 Z
Call Centre located downtown Edmonton . The pay range is from $14.83 -0 `; R% y' Y! j! ^/ o" ]4 z
$ 18.83 per hour. # K5 O' I+ W. N2 I; p" g
Shift Differential: additional $0.80 per hour for hours worked on+ p$ }' k/ A0 |& b
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
0 h8 x* C1 B U5 B! w1 I5 l: l5 E* N) Yresponding to. c: {8 p6 C" P# o- @8 P8 S
residential, commercial and rural account and/or service inquiries or& }: z2 {$ o; I( r
complaints received by telephone. This role is responsible for
: l1 ]6 K0 V$ |6 x+ J3 Q1 _delivering; m- s* Y6 P7 ~
excellent customer services by focusing on first call resolution.* }5 [3 W1 K! y! m% D4 y
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and* A4 d1 L4 V4 W
Saturday
+ G) U; g' [9 y) _7 J, {' a8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call5 g1 g( U% s% k5 c4 V* d
Centre employees must be available to work all hours of the Call Centre4 d! w3 }5 }, r' W* S5 H
for% |3 @8 ^) l2 w! @
scheduling purposes. Work schedule will fluctuate.
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$ y) t& [7 d4 x) `6 ~) H' ?This position is administered under the Canadian Energy Workers- L; Y; M, N! e
Association
3 h1 k1 ?% H- m% N9 s: ?% vCollective Agreement, Job Posting provisions. l& m* T- Z; S' C! ?! O) _
; i6 F( D* u! D% M! }RESPONSIBILITIES
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. Q5 g n7 G" o0 M; K# U; {- Responsibilities included but are not limited to:
( W1 x. w7 r9 m& A9 X% n Q- Respond to customer residential, commercial and rural7 n" Z' [1 l( ~4 i- P
account/service4 h, t3 |; v) b
inquires.+ v# L; j+ V; Y
- Solve a wide range of customer issues in a dynamic, high volume! U& w) a7 L/ K y' j
and
7 A. m6 g. ~3 [# q8 ffast-paced environment using initiative, creativity and
( ~0 S9 I- a9 ]- M( {3 O1 e8 l) T, z- Y0 Hdecision-making- i4 v) r! i) ]# ^# _; z
skills.
$ s" G- T; F: z, x- Up sell, Cross sell and retain customers is mandatory." d* ^- v2 \; m& P+ ^$ i9 q
- Provide information to customers relating to energy management.
, G1 \! A" Y! Q1 H3 p( t) f/ q- Calculate customer bills by performing complex rate calculations
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3 y" t- ^5 W8 f8 i+ Iusing a thorough knowledge of various rate structures.
/ h9 N8 R# |9 u& g& ?7 W: J& t! F- Explain customer bills to a diverse audience.6 v6 _% Z% Y+ J H+ y
- Investigate, analyze and respond to inquiries concerning billed
3 y7 N, v, S. o! D1 ramounts, account status and receipt of payments.
9 n, i b. W* D4 l' @- Process customer account information in a measured real time
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- Provide caring customer service to all customers.
' |9 u3 s+ [& O7 ?- Defuse potentially unproductive interactions with irate- I; R; t( U% E7 p9 ]
customers.
/ j5 `5 f I) F1 ^' m- Respond to emergency customer service calls in potentially
+ ~* Z' t# U3 h" R. Y1 x. wlife-threatening situations./ ^5 U1 k/ r$ Q" {6 `
- Work with minimum supervision.! k- y7 j" {( m. i1 O0 L' q4 e
- Understand and abide by governing legislation, codes and
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plan.2 e( o' X# l8 q; l3 o1 a
+ \6 d/ e, w& t8 R9 D6 nQUALIFICATIONS
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b' Y8 H% t2 n" z: Z- Grade 12 Diploma or equivalent (applicants will be required to% C8 H& {- x! B/ O7 O% ~
provide, M* A, C; f( B# Z; z
proof of education)
3 g, j0 d) L) u) q9 Q4 _( K3 K- Successfully complete the Call Centre Simulation Assessment(s); f! R3 x( i% r% T% O$ A& k
- Proficient skills in PC office applications (i.e. MS Word) and a# a, ^5 i; @- S) i# ?, }2 _
working knowledge of Windows XP.- V# d1 z4 F, b5 @; i) c" {+ W2 v6 y% v
- Proficient keyboarding skills.5 P. t8 \7 _7 H2 P" O
- Call Centre experience desirable.( K& ?1 l! [/ u! k
- Demonstrated reliability and ability to work rotating shifts.
* a6 o7 a# |4 B" r4 N) t* C$ A- Effective professional written and English verbal communication7 [5 K! u9 O& @+ P; {
skills.
9 }& b' v2 k: q" P/ [- Flexibility to perform in a dynamic work environment.- w' S0 S) w4 n
- Positive interpersonal skills to thrive in team orientated
( N; i ^% C! I1 d @" `0 Denvironment!1 W7 ~* p3 A1 Y
- Accurate and attentive to detail. Strong mathematical aptitude.
& B8 |& {- v5 i6 M" W( g- Demonstrated ability to work as a contributing team member.
' c; J) @( |5 Z; E3 F' r- Ability to apply appropriate judgment in the management of
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% n( F: A. c$ X. D- Clear Criminal Record Check.
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2 }; C0 G% x% j! O5 VGood luck,
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Karuna Bhavsar
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Welcome Centre
+ N9 Q" ^! a9 l/ [Supporting Aspirations Connecting Dots! [. k% x# X4 r% c( n
% b6 j8 d6 Z1 L, H#335,TowerII
/ [8 ]- q7 t5 HMillbourn Market Mall
, n% M7 @# f$ R, ~- J! h7609-Millwoods Road
, |& Q- n- q8 W1 V: i. |Edmonton,AB T6K 3L6
8 L- |% B6 T/ a& N o0 X) `' [ SPhone # 780-462-6924, Y( m5 u+ J/ o$ X
Fax # 780-466-6594 |
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