Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
7 L; O5 {9 J" C+ ^: V* y; I1 o5 YCompetition Number: 65A11 16
$ a" _' C! m4 a) X, I* aJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
) A3 C0 p$ v5 C+ I7 U& j/ uClosing Date:5/31/2011 4:30:00 PM
$ w* R9 u' {  k5 |2 RJob Location: Edmonton
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DESCRIPTION
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% Q5 K/ _/ v% ~8 q) J+ z4 i1 e! gAMENDED - April 26, 2011
1 f5 _: _) ?+ U& W5 wATCO I-Tek is currently recruiting qualified permanent part-time
2 d; e4 N8 Y% C(16-30) hours per week, Call Centre Representatives to work in the
1 }# K; e2 T1 ~Call Centre located downtown Edmonton . The pay range is from $14.83 -
7 y, Z4 H2 ~! I1 M7 S8 y$ 18.83 per hour.
Shift 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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$ U' D5 J) }6 ?1 jThe Level II – Call Centre Representative assists customers by
6 [3 p" a1 U8 S6 \1 y4 v6 ^8 d! eresponding 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.

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: z& E7 M& g- H; `( n! R  v# iThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
$ s0 s: C- B% A; m5 u8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
# Q. N: \' E' j( x( YCentre employees must be available to work all hours of the Call Centre
for
* L0 U- M) a, ?, r, O) Kscheduling purposes. Work schedule will fluctuate.
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" \0 D; S) e; aThis position is administered under the Canadian Energy Workers
2 y9 Z( x: C) _" b( K$ \( WAssociation
Collective Agreement, Job Posting provisions.

4 k/ _3 f& v, C! I. G/ ^  `RESPONSIBILITIES

$ C: }0 R6 p$ S- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
. Y, G5 p3 R/ }9 @+ d" l5 oaccount/service
; _+ x9 B. @( Pinquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
decision-making
$ r' b! w$ I& \skills.
0 H9 O$ ]: ]( T4 p( x- Up sell, Cross sell and retain customers is mandatory.
2 Z* b& H, Q5 y& `: f) I- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
9 n# {* u9 \% e4 k/ N8 g3 W2 g$ {while
using a thorough knowledge of various rate structures.
+ V* z& B: b. B- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
8 z1 Q. w, X6 n& k- Process customer account information in a measured real time
environment.
7 m, V# ~9 Q3 _' B6 g$ V$ o; ]- Provide caring customer service to all customers.
# r# E% C3 W! H0 Q; u  e' I5 z- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
9 k4 t, S- `4 A; Q- G! P0 x, qlife-threatening situations.
2 A7 T! X( P4 e+ |8 Y9 W" _- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
plan.

QUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
provide
) f7 k1 V0 g' b/ Z8 l! jproof of education)
; [2 n5 _+ }' |- 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.
0 t1 B! P9 P0 c& S. u# X9 V* Q- Proficient keyboarding skills.
- Call Centre experience desirable.
( K  _4 B4 X( W9 E" X( W- Demonstrated reliability and ability to work rotating shifts.
! c1 n6 M8 }5 N. p2 b) ~# K- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
4 W- c, n- l0 N1 L2 X0 y. V4 Venvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
/ s8 M0 x3 j0 d" ^7 s- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
6 S4 K% G% {* _! B* ~confidential information.
- Clear Criminal Record Check.
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  ?. d- `, d% W% }Good luck,
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& U6 c' j# w" A4 {* fKaruna Bhavsar

: p' L+ E6 T9 g& ^Welcome Centre
  {  c- X7 Q( |7 ~Supporting Aspirations Connecting Dots

#335,TowerII
$ G2 e9 I6 e4 I' U& c: }Millbourn Market Mall
) L2 O$ ^% b% @/ l$ H7609-Millwoods Road
Edmonton,AB T6K 3L6
/ B" Q9 k  ~. r; B  [Phone # 780-462-6924
/ r! L6 u- z* Q% [1 Y; fFax # 780-466-6594

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