Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
1 S! x( E( _/ LJob Category:Customer Service / Call Center
+ a2 p" S4 I; X' [$ e+ SPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION
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AMENDED - April 26, 2011
. l/ @$ \$ J6 m' M  j; N% hATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
, L( o& g: X& j- r: s% XCall Centre located downtown Edmonton . The pay range is from $14.83 -
8 Q, ^/ M0 c/ s; `' D$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
: d* m- |. J. e7 ^& @& x' ZSaturday, 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
- @+ l, b# K( G8 _8 O' yresponding to
residential, commercial and rural account and/or service inquiries or
) O- ?: {! K5 F( R. N* U* lcomplaints received by telephone. This role is responsible for
delivering
& L' h" z* F  \excellent customer services by focusing on first call resolution.
( ?. c! d/ Z0 y


The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
0 t) S4 Q6 s  a8:00 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
3 A3 ^8 t" S: A' ]" J7 p3 i$ Lfor
( _- S+ W8 F/ A; U$ x7 r4 {scheduling purposes. Work schedule will fluctuate.
$ L9 s" ~# Q8 H2 C# P3 S


! Y" a: Z- B* R7 `4 ~This position is administered under the Canadian Energy Workers
Association
" l& h- U2 s$ O( P: }. a* c7 SCollective Agreement, Job Posting provisions.

8 l' r6 q* ^7 D8 w6 ^* r9 eRESPONSIBILITIES
6 g0 j* m& i7 F+ m
2 y! h" i, H) n: a- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
, q  @+ L! H$ Y( [, Y2 E3 q4 `fast-paced environment using initiative, creativity and
decision-making
4 v" G. B9 v7 @: x0 f# b/ Y; rskills.
- Up sell, Cross sell and retain customers is mandatory.
* `9 j; D1 A# D* Z0 H/ d- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
9 ?( a  f; I- t$ m; u) gwhile
using a thorough knowledge of various rate structures.
/ D2 J" U8 O" s9 }% |+ J- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
6 w  {' ?' q5 S' f' B( C2 Pamounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
7 _& A/ P6 W" s' c- D/ ^$ icustomers.
- Respond to emergency customer service calls in potentially
' [3 f/ P8 i$ D' V4 q$ flife-threatening situations.
- Work with minimum supervision.
9 F, t5 J; t* r" O- Understand and abide by governing legislation, codes and
compliance
plan.
2 K9 @+ J( Q/ Q" n2 m4 w  b
QUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
, ]% V$ I: Z8 ^3 f0 dprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
' |7 n  y' a0 S* G/ J- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
# v) |0 U& z* i' e) I: u- S2 C3 v- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
) L- R3 w% R, K( k. o- Positive interpersonal skills to thrive in team orientated
7 J3 ^: e. y1 renvironment!
5 N* j. e/ N" O: W- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
confidential information.
- Clear Criminal Record Check.
9 D) G5 l* [0 _5 Y3 j+ q2 U- Z
# g- [% \+ U! M& _0 e( J0 _3 A' z% ~Good luck,

Karuna Bhavsar

Welcome Centre
; a2 I: v( S6 @' ~" hSupporting Aspirations Connecting Dots
/ ?  C4 y! ~% s3 f+ ~3 f
$ X/ N5 ^8 _' m# d% A7 u+ Z#335,TowerII
$ ^; D  {# p7 c0 h! e1 a1 LMillbourn Market Mall
' a, }; n; m% R+ S+ N& I7609-Millwoods Road
. n8 W8 b! U8 a" q0 A0 DEdmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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