Call centre representative-ATCO

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) i+ y, u% s2 gassistance to apply for, let us know and we will arrange for an
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1 c4 f' W) G7 K- r: wLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
# G; [8 Q  _$ s, t, aPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION

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 -
$ K7 @: B( i& E* \) i$ 18.83 per hour.
* q. K, p0 t0 _/ \# L: p+ d' VShift Differential: additional $0.80 per hour for hours worked on
+ B3 ~- l5 k" O, k, s6 TSaturday, and $0.96 per hour for hours worked after 5:00 pm.

& t9 U, _( A4 t1 [5 w
The Level II – Call Centre Representative assists customers by
3 I- z) B" J! s' q( Q9 Y2 oresponding 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.


3 U. m; V. [5 J. A9 m- `: `
1 D. o: O3 v9 |9 Q7 wThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
+ `5 X) O9 W* B/ k5 c7 HSaturday
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
3 |) c$ _/ @/ R* l* k( Yfor
scheduling purposes. Work schedule will fluctuate.
3 r" ?. N" }8 j  L5 h7 f( g


This position is administered under the Canadian Energy Workers
, b4 W& w# x  _% p& S) TAssociation
9 w2 p5 ^8 B3 i' w; k2 S* u; v6 s& w) k1 rCollective Agreement, Job Posting provisions.

% J* j* r* Y: _4 {. `2 Y) i# `RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
6 [, B2 P, b# f9 T2 Aaccount/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
0 ~1 d( ?/ ~7 B  y- Mand
2 A) v( F. O1 a$ f. ^fast-paced environment using initiative, creativity and
decision-making
7 G5 z9 S) A+ u! t1 oskills.
+ Z, F. O/ k1 R* B% W# t5 f: ]: A- Up sell, Cross sell and retain customers is mandatory.
; [1 _- l/ C4 m; E& e) k- Provide information to customers relating to energy management.
# K' h8 I! r1 G7 P. L- Calculate customer bills by performing complex rate calculations
while
# D4 A. ^% D, @3 I% H1 l( xusing 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
6 p1 d3 c4 m. }+ U$ M5 w5 S" h5 Benvironment.
% W5 u& t9 \0 p1 |- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
1 T1 M: f( o9 j: C- z: ucustomers.
- Respond to emergency customer service calls in potentially
* z. u; Q" Z/ f2 m0 ]1 {life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
( p6 o% [8 f) }! I$ splan.

% v) |4 U5 o0 z  Y: ?2 }' pQUALIFICATIONS

8 ?; o  N9 ^) T& w6 w- Grade 12 Diploma or equivalent (applicants will be required to
5 b- U* f0 X- _; m* v% k- Mprovide
( i: Z" l! {! T# p* i. f1 Q) z) d' }proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
7 K; i, T" t" n: \* j0 Qworking knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
7 K+ c, x( S" {1 k- Demonstrated reliability and ability to work rotating shifts.
: B& `0 m& b, K$ x- Effective professional written and English verbal communication
: A5 [( \. w/ o. jskills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
- 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
' l. w9 y* I& j  S# y0 f& nconfidential information.
- Clear Criminal Record Check.

' h/ s0 ~9 d) C' e2 q( v. ~7 M9 zGood luck,
8 i3 Y3 ]- _2 c$ [5 h
# H6 g: A/ A5 J1 j" FKaruna Bhavsar

  w! M- u7 x* G- E9 E5 IWelcome Centre
- D& }( O- V% u' T0 dSupporting Aspirations Connecting Dots

#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
  ]2 e, w' ^, r) q) IEdmonton,AB T6K 3L6
+ N' i5 h! D6 X1 S" L; x: EPhone # 780-462-6924
8 z% ?6 b! j/ T* O: ^$ \Fax # 780-466-6594

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