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If you think it matches with your skills and experience and you need
$ p% ^- u* t5 G9 cassistance to apply for, let us know and we will arrange for an
. ^6 D% K7 I' U8 J: nappointment with one of the counselor.
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# |* ]' c9 Q5 r: q, h5 v& xLevel II - Call Centre Representatives (Permanent)
( N1 ~* e6 b0 w" i! WCompetition Number: 65A11 16
, o2 j r; g' s$ v- H0 I, ^Job Category:Customer Service / Call Center p& |9 Z2 v( d) R# O! s9 B7 L+ i
Posting Date: 4/7/20112:13:00 PM1 t" @( t- Y. H. ?: o4 H0 V" ^4 i
Closing Date:5/31/2011 4:30:00 PM
" k& R7 n8 o* a$ LJob Location: Edmonton
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" q2 E" T/ `* f) o% `DESCRIPTION
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/ A4 E2 L$ [+ Q6 OAMENDED - April 26, 20110 F8 b; T/ I3 [" S! }
ATCO I-Tek is currently recruiting qualified permanent part-time6 Y4 h3 ]# \0 Z" A5 I4 N$ {
(16-30) hours per week, Call Centre Representatives to work in the
+ u5 [, t- o3 v$ H RCall Centre located downtown Edmonton . The pay range is from $14.83 -
) `( Z5 B5 Q$ |) \$ 18.83 per hour.
4 K) e- S9 A9 Z7 V! Y5 `Shift Differential: additional $0.80 per hour for hours worked on
2 @# y9 `7 E( d. V! T9 vSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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' }/ ~ \. j1 o- tThe Level II – Call Centre Representative assists customers by% ~: h8 I4 r. \1 q0 H9 b( t
responding to
- D2 @/ R: e( uresidential, commercial and rural account and/or service inquiries or
9 B% ]) C: V# x4 X! |! Dcomplaints received by telephone. This role is responsible for: O9 P D8 c4 W0 d0 f
delivering0 |8 v- }' M6 s8 o; S( l
excellent customer services by focusing on first call resolution.5 x" H. G j. k% f% |
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' Y! ^0 a ~7 D# h: gThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
8 r7 v, X% f5 B1 XSaturday0 G( m8 k% V' w: Z
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
8 S1 @7 r7 r$ }$ h: GCentre employees must be available to work all hours of the Call Centre; C2 C) {0 a9 t# [$ T, A, X, v% {
for5 s9 [2 h6 a! Q' ?4 L) c
scheduling purposes. Work schedule will fluctuate.5 j* {+ r# _) L! w4 @0 T$ Q B
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This position is administered under the Canadian Energy Workers
/ v( x) _% }! l; |/ u! `8 CAssociation- e% b# ~5 n0 l9 W7 O, t
Collective Agreement, Job Posting provisions.3 k2 ^& ?7 e! _. T& W
9 T, \9 c6 t& K# a2 V$ G* z9 H' FRESPONSIBILITIES& Q' N$ A; g( K
: Z/ u# C1 Y# V3 V0 g5 }- Responsibilities included but are not limited to:$ |* H; {4 k6 M! `' V X
- Respond to customer residential, commercial and rural
: l$ V/ U+ f0 y7 naccount/service2 j7 L+ r, C/ J
inquires.
( Y5 \$ e/ R! b- Solve a wide range of customer issues in a dynamic, high volume3 M V6 k7 h& V* q1 {; ~. n* Z: P
and* d/ h# N# t9 {( V) s; }0 R
fast-paced environment using initiative, creativity and9 Q) f" r3 e5 o
decision-making
1 h$ Z- W: L( f5 R- a. W' ]skills.
. Y1 ?; n M) [ B( Q- Up sell, Cross sell and retain customers is mandatory.$ p1 v. k+ |3 e3 \, j9 `% t/ e7 |
- Provide information to customers relating to energy management.
2 j7 s. x+ y& c- Calculate customer bills by performing complex rate calculations
. h: H: W6 r& o( N# ]8 Q% ^while
6 i+ ]; v* T% N3 @. Uusing a thorough knowledge of various rate structures.
" F( [5 w( W3 I, f- Explain customer bills to a diverse audience.
a6 n6 ?' r4 U/ }& Y9 v- Investigate, analyze and respond to inquiries concerning billed& z. B0 p1 [1 E# u% M, {
amounts, account status and receipt of payments.
* i: l+ `2 Z. Q2 }+ E- Process customer account information in a measured real time
% W6 ]6 o" u, |, P* n3 A& henvironment.
- ?; f; O7 y j+ K- Provide caring customer service to all customers.
7 Z4 \$ h( }% Z Q3 X: t( [- Defuse potentially unproductive interactions with irate- u. |* a+ I/ x" M& j& I
customers.$ G+ g$ r. o. ?! H
- Respond to emergency customer service calls in potentially
9 K0 c, H" G2 j# G& _life-threatening situations./ \2 e5 { {. N) E7 Q' W) H, P
- Work with minimum supervision.# e, K2 s2 F9 ^8 b& P4 m) s
- Understand and abide by governing legislation, codes and0 t6 p% `( G$ |% j
compliance9 k8 W$ }* t7 g; \
plan.9 y1 c$ s2 b: D5 C" e2 n* k, |+ z
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QUALIFICATIONS+ u) c- \1 `" g9 ^
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- Grade 12 Diploma or equivalent (applicants will be required to7 C) M$ L/ M3 H3 v8 ?. K
provide. @! Z- n% P7 L8 ` U- H
proof of education)
. @1 w' Z* m& b4 ?6 p! P- Successfully complete the Call Centre Simulation Assessment(s)2 J4 v" c5 r8 u; A; |, G0 R
- Proficient skills in PC office applications (i.e. MS Word) and a
# M4 k4 A9 K* n9 i- u9 m# ` hworking knowledge of Windows XP.
) {( L2 |; r. f; r p" \- Proficient keyboarding skills.2 x) r- e$ { X$ p
- Call Centre experience desirable.. e8 N k' S- |/ B! Y9 n
- Demonstrated reliability and ability to work rotating shifts./ z8 V }5 ~$ B% |3 d
- Effective professional written and English verbal communication
$ l: x5 o; p; r9 zskills.
. f* h- h# h, k/ k5 a% g+ g ~9 Q- Flexibility to perform in a dynamic work environment.4 k7 B [& `8 m9 j* p3 \
- Positive interpersonal skills to thrive in team orientated
4 Q" n3 k" x Fenvironment!3 O( M* e- Y6 e6 y/ X
- Accurate and attentive to detail. Strong mathematical aptitude.
5 f. T$ w* u- w4 m/ p2 U/ ?1 O* o- Demonstrated ability to work as a contributing team member.
& M1 D/ e7 b8 O; I; T- Ability to apply appropriate judgment in the management of2 j* M' ]- s) U1 n( v% t: ` U
confidential information.
9 n* O# {" q" A) h v- Clear Criminal Record Check.$ I/ B b8 T+ x
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Good luck,
# P: H& O C; ]% L, ?5 ^+ \6 V' }6 Q! t" Z% B, H0 [
Karuna Bhavsar
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Welcome Centre
0 M! Q: o1 f' a7 mSupporting Aspirations Connecting Dots
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#335,TowerII ; \4 l% [7 b+ D$ s0 _* P
Millbourn Market Mall7 i! |: y8 `* I
7609-Millwoods Road
% I, q9 b; v$ H( j0 NEdmonton,AB T6K 3L6
/ u; ~$ V0 W: Q; K$ V! ` mPhone # 780-462-69244 b7 j1 n" b) y
Fax # 780-466-6594 |
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