Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
: e' V8 j$ V$ Z- {( LJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION

1 b  d9 o2 G7 Z# \6 J( E5 I5 `AMENDED - April 26, 2011
+ k$ S# {) Y- }ATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
- K+ q5 H/ n3 W! Q7 J3 ?Call Centre located downtown Edmonton . The pay range is from $14.83 -
9 {% j& D+ V+ S  i: b. `$ 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.


The Level II – Call Centre Representative assists customers by
, h" G& O9 D5 A* s5 Vresponding to
4 F  }" y$ E- Mresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
5 X( G/ s& @; [8 @8 ]! tdelivering
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
% J  S3 T; M/ c4 JSaturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
# f+ i; G" k7 O6 ICentre employees must be available to work all hours of the Call Centre
. |. S8 C! @. z; H; Wfor
: q% \" S; s9 E( f3 [8 Qscheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
Association
' K# s7 L4 _& y9 j( o/ rCollective Agreement, Job Posting provisions.

RESPONSIBILITIES

, i  Q' j  ~( V  B" w  A- Responsibilities included but are not limited to:
$ d$ N6 L5 y0 V8 [& l+ m- Respond to customer residential, commercial and rural
& @4 V+ N- `' R* \$ N4 g! haccount/service
3 U& C  R0 h/ _4 P/ iinquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
decision-making
. C) w  `( K; c9 t# g+ Eskills.
5 j$ o# p  |9 v9 @( w# @9 ?- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
4 h3 C0 _4 A6 C2 Owhile
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
! e9 Z; _9 i; U$ R8 M) n8 |amounts, account status and receipt of payments.
- Process customer account information in a measured real time
2 _) Y; ^* p0 S  X& d  }: H' u5 senvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
. O5 I( O1 a5 c3 n0 r5 H  b9 `# Lcustomers.
5 h1 F0 G3 F  w9 U( i* ~* M- Respond to emergency customer service calls in potentially
life-threatening situations.
( I; ?5 {. M0 b6 p- Work with minimum supervision.
7 l: u" ?+ {" i  V7 h- Understand and abide by governing legislation, codes and
2 F5 L9 h. P2 j* q8 z' p, j$ o2 icompliance
8 j& A# }  G6 Bplan.
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QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
$ G1 L. d8 M& S' d1 E$ S3 Wproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
( a. o! b+ O! j' ?' ]! }working knowledge of Windows XP.
8 R6 Q8 x( F- X; ~- Proficient keyboarding skills.
1 o2 G/ |+ g, k1 r+ {  R9 M$ {/ }7 e- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
7 X6 M9 j- }% D( Cskills.
/ |+ C9 `0 Z. F- m/ m1 e& g, [- 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.
/ ~: ~+ f# h7 w: F( W- V- z- Demonstrated ability to work as a contributing team member.
- T3 q; B( G8 ~6 y$ u8 D- Ability to apply appropriate judgment in the management of
confidential information.
5 S$ l" }) z. {9 K- Clear Criminal Record Check.

Good luck,
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* S# R' M( G$ CKaruna Bhavsar

9 _# T# d. Z3 r3 c$ B- n4 DWelcome Centre
0 Y; q" ~6 A0 }! B3 b6 f) \. W, @4 FSupporting Aspirations Connecting Dots
9 _4 u% X1 a/ A7 y0 i& L2 b
#335,TowerII
5 ~( b! d1 p5 Q- ]9 n$ NMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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