Call centre representative-ATCO

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* n4 v( {( r, i8 m; SLevel II - Call Centre Representatives (Permanent)
8 x3 `8 y  x2 P, T: }: C$ tCompetition Number: 65A11 16
% Y2 N& A) }4 H6 Z+ w2 v2 fJob Category:Customer Service / Call Center
2 R, _  W& r$ u. M: g5 hPosting Date: 4/7/20112:13:00 PM
0 }3 M- ^5 ?; M" _2 w" f2 H8 gClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION
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4 o, |$ m7 d+ C2 W' S2 B" Y( Q8 aAMENDED - 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.
/ E+ Q6 _' O7 Z, _4 L8 Z+ pShift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.

$ G" T  u- }* I# [  i
The Level II – Call Centre Representative assists customers by
3 v+ ]' G2 Q( m3 y  G% yresponding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.
2 z" Y3 X3 ~( m4 }- m4 m; f


The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
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
+ ?! ]) g6 s! I5 [- Rfor
scheduling purposes. Work schedule will fluctuate.
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/ Q. D& S4 n, s- W# J& nThis position is administered under the Canadian Energy Workers
Association
6 O0 h- d7 i! a5 Y* Z. _Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES

+ \4 \% D" ?+ p- Responsibilities included but are not limited to:
- l: y) ~: V* E6 _4 C# i  J- Respond to customer residential, commercial and rural
account/service
. ?- z" a" H& F  y5 z; binquires.
  N4 h: g% X  j- Solve a wide range of customer issues in a dynamic, high volume
and
7 g" v. J! m6 `# N; Zfast-paced environment using initiative, creativity and
decision-making
" p2 l6 ]6 s0 q2 @2 f6 ~- Fskills.
: X; Q1 `! Y- k: c+ i7 b8 S0 d- Up sell, Cross sell and retain customers is mandatory.
$ Y' O8 x. h6 M7 M5 `- H+ n- Provide information to customers relating to energy management.
* ~# x8 W" J- a" l- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
( w& C0 ~3 d2 Q2 c- 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
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
, Q; T9 A. ?/ _7 N9 Y4 T* ~- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
/ `2 P( E( Y! k8 }' W- Ycompliance
plan.
1 s7 y2 O! r# t* r8 w  q
QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
6 [( C3 T0 E7 j5 qprovide
- L& [1 C& v) g! B; o2 hproof of education)
* K, h: o, t* ]. t- Successfully complete the Call Centre Simulation Assessment(s)
$ P; t" h" z: Z, e6 E- Proficient skills in PC office applications (i.e. MS Word) and a
' u. `: S) h( O5 M1 k8 R9 bworking knowledge of Windows XP.
  n+ J: ]7 O8 ?% t4 n& d- Proficient keyboarding skills.
2 T6 W" _, P( Y2 S8 j  |- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
" |  K% |- U9 d! C6 Pskills.
- Flexibility to perform in a dynamic work environment.
, s8 m+ H7 \+ m2 D9 S- Positive interpersonal skills to thrive in team orientated
" d2 a: D9 ~$ E. Zenvironment!
- 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.
$ {4 }$ w  }8 r) ~  v/ o- K8 G- Clear Criminal Record Check.

, ]" A; N+ W5 H. }0 i/ k: v9 PGood luck,
- `- L2 W7 y$ f5 J3 d+ R, ~
Karuna Bhavsar
$ e  Q0 I6 C, [, \& K. s, S0 t0 O
+ W& K3 W  V, r+ X8 a# ]Welcome Centre
Supporting Aspirations Connecting Dots
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#335,TowerII
Millbourn Market Mall
* a, \) O8 A5 ]6 J/ z7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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