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If you think it matches with your skills and experience and you need
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* j9 _- {$ R" a u1 i5 `' [# |appointment with one of the counselor. % w& O$ T* I" l' p( r7 l5 Y# o
* R5 v" W7 ^: R+ D) g$ o& O3 C3 t1 @Level II - Call Centre Representatives (Permanent) . e5 C Y5 m, O5 u, I5 q7 I
Competition Number: 65A11 16: v! y( b; Y# h* e5 u
Job Category:Customer Service / Call Center $ I& m4 ?2 o9 D% K8 T, H
Posting Date: 4/7/20112:13:00 PM6 u7 c z& J- y! ` I. B9 [) D# ]
Closing Date:5/31/2011 4:30:00 PM 2 l7 s) ?) N* x8 C8 S2 L
Job Location: Edmonton& q5 j7 m; N+ k) [9 z
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DESCRIPTION
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# V1 U+ \1 q$ H1 O6 Q6 v0 Y# N) o. gAMENDED - April 26, 2011: |/ {8 q* I9 [& Z
ATCO I-Tek is currently recruiting qualified permanent part-time/ X" x# a! B! Z- W8 T
(16-30) hours per week, Call Centre Representatives to work in the( u9 G l( y" y2 x
Call Centre located downtown Edmonton . The pay range is from $14.83 -: S- s- C4 s6 x- @- A, ]! {% P
$ 18.83 per hour. 2 Y( z7 ?) e3 o5 G/ i' r0 I
Shift Differential: additional $0.80 per hour for hours worked on
/ V9 n* S' Q H3 p6 V. a! ySaturday, and $0.96 per hour for hours worked after 5:00 pm., K! m; J) F, v2 g; v& [8 P' V0 X
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The Level II – Call Centre Representative assists customers by) ~. Z0 A5 g" n
responding to
. c9 ]5 j2 G0 n. L! R. Zresidential, commercial and rural account and/or service inquiries or ?5 ^$ U9 j: L, \
complaints received by telephone. This role is responsible for! H$ d& t* o4 `( u" B" H4 M
delivering6 a$ w) t- x6 [; y" W
excellent customer services by focusing on first call resolution.
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and. |2 |- f1 ~9 Y1 [) `, N8 ?
Saturday
4 T6 {7 j0 T* t5 `. g) Q2 \8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call' h0 N& y3 |8 y$ L4 K
Centre employees must be available to work all hours of the Call Centre( D7 u, d6 V, P* d" S) J/ v" v
for
( V% E: V1 g! p, E) C1 i6 F7 ]# sscheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
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Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES+ K6 l% ?+ a% P- O$ z( T* A7 ~) L8 G
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- Responsibilities included but are not limited to:
4 Q9 `* K4 G& s6 }. h- Respond to customer residential, commercial and rural
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- Solve a wide range of customer issues in a dynamic, high volume2 _" o( f, G. K: W' A- v
and
; H5 _3 _ F& g5 J3 B: w& Wfast-paced environment using initiative, creativity and
" s' K/ Y! W- O% o0 C, Edecision-making
" y# A! M* M' t2 }8 L; R" [skills.
* | J, G/ b& L) R- Up sell, Cross sell and retain customers is mandatory.9 M8 v: W( |% }# F. v. G4 O) _
- Provide information to customers relating to energy management.) J6 K+ {/ A4 y+ C9 a2 k, K
- Calculate customer bills by performing complex rate calculations
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using a thorough knowledge of various rate structures.
1 y/ _* H0 D6 f9 l7 o5 X" Y5 }- Explain customer bills to a diverse audience.
+ ^1 E+ G5 W+ F8 q' _- Investigate, analyze and respond to inquiries concerning billed( l" h- t, X6 I* x6 C* r, w
amounts, account status and receipt of payments.
. S- o# U! U! _9 i7 b- B- Process customer account information in a measured real time
$ h' k* C$ h5 henvironment.
, {* e# L! D2 R8 p2 K" r- Provide caring customer service to all customers.% c, X8 [8 K+ N% Z+ z
- Defuse potentially unproductive interactions with irate
3 A5 o$ ]9 s8 K+ | H8 m6 ycustomers.
; K4 q! h7 o3 v( R% j! c* W- Respond to emergency customer service calls in potentially! v5 f5 ~5 _! o) i6 X! E
life-threatening situations.
+ D7 O& d" J2 x( h( B- Work with minimum supervision., e: W1 [9 p4 d0 T6 _: e
- Understand and abide by governing legislation, codes and9 r: O8 x' @, `9 `9 O" M* M
compliance
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QUALIFICATIONS6 e8 [% y* w$ e( t" B) M
5 V: V, g# V" R- \% z5 W- Grade 12 Diploma or equivalent (applicants will be required to2 k- A6 p2 S( p. m/ R0 T
provide
2 P3 j1 w3 j8 D6 |6 A, M6 {proof of education)
' I4 }( s/ U6 Q. @1 q- Successfully complete the Call Centre Simulation Assessment(s)' I B( j3 W+ P) L5 p2 e
- Proficient skills in PC office applications (i.e. MS Word) and a
' i5 h9 }' |% S, I1 C6 r4 G- X6 ?working knowledge of Windows XP.: ?( t; {" h' N1 {1 K, _/ B
- Proficient keyboarding skills.
! B2 o4 A$ f) x' x' U/ o- Call Centre experience desirable.
+ S& D+ }3 S* U- Demonstrated reliability and ability to work rotating shifts.
' X0 F5 _3 S& T2 b$ y, t! Q- Effective professional written and English verbal communication) c$ @# Q, l. `1 g
skills.
4 T! J+ S/ |4 q7 A$ H5 R, r- Flexibility to perform in a dynamic work environment.! A& i! k' U1 B
- Positive interpersonal skills to thrive in team orientated/ Z9 b" I) y1 S+ @2 }
environment!
5 Z8 C: B. S8 C7 G- Accurate and attentive to detail. Strong mathematical aptitude./ d- N e- G8 \! S; `" s
- Demonstrated ability to work as a contributing team member.
8 D% b, a5 Z. L: `; z8 l; A- Ability to apply appropriate judgment in the management of$ I' R$ `; m8 L# B* r4 {
confidential information.
% _' Z# y1 ]+ d- Clear Criminal Record Check.% G' x- B, g: p0 ~+ X6 M6 p Y: ~
+ H7 w4 [2 B* Y: bGood luck,5 e5 y" m4 q4 Z# y D k
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Karuna Bhavsar) Q T; i5 e' r2 n( T
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Welcome Centre ; f6 d1 o/ y! Q/ J, d
Supporting Aspirations Connecting Dots
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3 B# m, D6 j+ g5 d* v1 e8 W#335,TowerII / [4 s- f% D6 c6 e# T
Millbourn Market Mall* C/ ]. |) L2 O7 N
7609-Millwoods Road
0 b% F5 j0 y$ f" bEdmonton,AB T6K 3L6
/ ^' u' M0 z/ ^6 [ PPhone # 780-462-6924
9 R. p) L2 @) HFax # 780-466-6594 |
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