Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
assistance to apply for, let us know and we will arrange for an
5 G  d3 H5 I& Fappointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
1 ^, O* A$ \6 ]3 a# V+ w8 HCompetition Number: 65A11 16
( `9 e8 j& j5 l+ x  e  YJob Category:Customer Service / Call Center
. F6 R' k% d9 T% ?" r0 R- {Posting Date: 4/7/20112:13:00 PM
3 ~; K5 p$ X5 R6 IClosing Date:5/31/2011 4:30:00 PM
. T) `" P# g4 d! L2 PJob Location: Edmonton
6 B* i2 o/ |8 T  N7 a" X" m
; h$ u) e" W% w3 xDESCRIPTION

AMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
1 L, W9 n( f( d' E(16-30) hours per week, Call Centre Representatives to work in the
2 ]8 \/ H2 a5 f* M' ^% |* XCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
) ?0 ^  S5 \( d& X0 |! dShift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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5 o9 F6 \' c6 x3 jThe Level II – Call Centre Representative assists customers by
% s$ H9 H$ b, z) v- w  C; sresponding to
residential, commercial and rural account and/or service inquiries or
5 @$ w4 J( H9 [; U- Rcomplaints received by telephone. This role is responsible for
& m3 l- R5 y7 H; L# \5 M! u$ Odelivering
$ s, g& \1 r7 J6 |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
Saturday
- b! k9 t7 P+ I8:00 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
' c& E4 i& V) P0 \for
' x" ~" G6 ]9 L: W3 o( ischeduling purposes. Work schedule will fluctuate.
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) n  \7 |+ M1 W  JThis position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES
$ |7 j7 E8 s/ G7 D
- b* q( M3 {4 J4 U) V' Q+ J  P- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
$ c: [4 ~% U3 R1 [inquires.
9 R; w% `: h4 `- Solve a wide range of customer issues in a dynamic, high volume
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fast-paced environment using initiative, creativity and
decision-making
; D, y+ w" t) d) W' i1 zskills.
: r4 C4 L! o$ |* ]: g& B- 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
while
) N( T5 `4 E2 O7 b2 p6 Q7 L' gusing a thorough knowledge of various rate structures.
! l: ]2 R5 k3 M! ~- Explain customer bills to a diverse audience.
) P* w" u7 _7 {4 z# s* w- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
! @! ]8 W' D; z- W& ^+ d5 O- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
  e& U9 x3 l; v4 i7 V- Respond to emergency customer service calls in potentially
) Y/ U. O& C1 Y% r$ L' _! Alife-threatening situations.
" \+ H, B+ p$ d9 y/ K1 y- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
3 L7 ~1 C/ f% q/ t0 x6 }9 C4 M4 {plan.
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QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
) v' A7 E6 }0 ~4 K5 O* a9 Eproof of education)
- Y+ v3 O7 Q' t7 U5 h- Successfully complete the Call Centre Simulation Assessment(s)
, V: o! R  `+ Q+ a/ J6 K9 n- Proficient skills in PC office applications (i.e. MS Word) and a
: L2 Z! M& d1 B! V3 R9 Fworking knowledge of Windows XP.
8 w2 V9 m  k5 X4 X! y, _- Proficient keyboarding skills.
- Call Centre experience desirable.
- ]  c8 c! @/ J! j: ^- Demonstrated reliability and ability to work rotating shifts.
4 V; Q+ A  K5 r( r( \: y+ t6 p: `- Effective professional written and English verbal communication
skills.
6 Q, [/ M1 Z; j6 K5 D6 b! {- 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
confidential information.
) L9 H+ Q6 c$ y- Clear Criminal Record Check.

Good luck,

Karuna Bhavsar

Welcome Centre
# W+ d. x, Y" g0 L: L0 K" v/ USupporting Aspirations Connecting Dots

$ Y- G0 m' i) V7 b6 G5 a) A#335,TowerII
Millbourn Market Mall
- F6 i( y1 w6 f( t) N$ t) o+ I3 N7609-Millwoods Road
Edmonton,AB T6K 3L6
  F( m: g- `* h1 M0 e+ |& uPhone # 780-462-6924
Fax # 780-466-6594

flyingpig

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