Call centre representative-ATCO

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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.

& }& y1 A0 i+ R' g; t& p. m* BLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
' d9 S- d9 ~& V8 M! _8 pJob Location: Edmonton

$ 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 -
$ 18.83 per hour.
) W! e& S7 _& eShift 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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The Level II – Call Centre Representative assists customers by
responding to
) n: r' `  w5 x  G; Presidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
9 G* a) Z* i! p5 Mexcellent customer services by focusing on first call resolution.
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% y  U9 }7 j$ b1 Y" u" B" G
- Z1 c9 Y4 y+ U: SThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
& f0 r3 k; |+ Z5 BSaturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
Centre employees must be available to work all hours of the Call Centre
, N$ \  n& g% j# _. n) k. `for
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
Association
Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES
- ~; z/ B. G" y& v
- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
3 k0 X8 N/ O+ t8 b/ l  l5 L- Solve a wide range of customer issues in a dynamic, high volume
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.
- Provide information to customers relating to energy management.
( O% z9 h" _: U* B- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
- 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 time
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.
- Respond to emergency customer service calls in potentially
7 _% G' b  D6 O8 L- |' \4 H1 l6 Ilife-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
  e9 P+ m, S- h- R/ |compliance
- B9 i; o2 }3 k" {' T9 u( Wplan.

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
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- 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
skills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
2 X  |" H5 h2 I. D& e/ Q  Aenvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
  q; K3 P3 s$ }- Demonstrated ability to work as a contributing team member.
- 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.

Good luck,
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Karuna Bhavsar

; ^" W. \: t! Z4 z. F% L2 `. ~8 uWelcome Centre
Supporting Aspirations Connecting Dots

/ c6 w/ ~, V- i" ?4 p#335,TowerII
1 V  Z6 `  L6 \/ k. CMillbourn Market Mall
7609-Millwoods Road
% \- R: s, t, T" Y6 TEdmonton,AB T6K 3L6
Phone # 780-462-6924
2 R. S$ I9 g. l3 XFax # 780-466-6594

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