Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
) n" B7 K3 a6 M1 m/ J8 @  [assistance to apply for, let us know and we will arrange for an
appointment with one of the counselor.

Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
- [# n' y# q2 yClosing Date:5/31/2011 4:30:00 PM
  s# F, ?# A" i, W5 S8 N* S4 v8 P: H' KJob Location: Edmonton
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DESCRIPTION

! Q7 v$ T& D& ?3 i# {  N% @AMENDED - April 26, 2011
4 g( o3 @! i; T$ L7 oATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
/ ^8 o( J' n( L9 F' Q1 N. z& T( xShift Differential: additional $0.80 per hour for hours worked on
" p- f4 O# t- `' a, d. ^# Z! A& v0 ]Saturday, and $0.96 per hour for hours worked after 5:00 pm.

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The Level II – Call Centre Representative assists customers by
- J8 r2 P3 _4 j" S* N% g$ S; fresponding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
( p* r6 G3 ]! E5 Ddelivering
excellent customer services by focusing on first call resolution.
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9 C$ }0 v7 r5 q  h

The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
7 c# I  q6 |" U9 [+ `8:00 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
for
scheduling purposes. Work schedule will fluctuate.

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1 b" I, \: i- E. `6 _9 }/ pThis position is administered under the Canadian Energy Workers
Association
8 A, N' s6 q. s( b" Q6 ~" _. ^! jCollective Agreement, Job Posting provisions.
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4 T! e# L8 O$ `8 T8 V. f- R  ARESPONSIBILITIES

- y. k) Q& N: q& j- Responsibilities included but are not limited to:
9 Z4 U/ B' e- P+ j! O2 T2 u3 j% f- Respond to customer residential, commercial and rural
% S: L! r6 E2 t+ @- ^account/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
8 r: @2 D, Z$ ?fast-paced environment using initiative, creativity and
/ ?# n; z# F5 u- odecision-making
* f! }$ w( q. q% }0 f" Fskills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
1 P# n) u- J6 q7 M- Calculate customer bills by performing complex rate calculations
1 j; X2 f0 h; g5 c+ m( J- E& zwhile
) T9 J7 u$ j$ Ausing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
, e0 V) {' ?: }. c$ p- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
; X6 ^1 Z' t- {- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
: n- C* e) R. M) I5 ]customers.
) a$ j7 D1 U" s! l6 s/ ^% ]- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
9 d8 b1 I$ d. ]: g/ xcompliance
$ i4 g+ {, l) [/ m9 p+ m, n4 y# ~plan.

0 Y) f% k; k1 n2 G( I* |QUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
7 @* I) g: T8 ]provide
proof of education)
* ^$ W9 Q$ m: e2 i$ j$ k1 o- 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.
7 K+ {" ^; Y: H8 w1 A- Proficient keyboarding skills.
( m; _' G; E5 h& D9 h/ k" C4 b# P: o- Call Centre experience desirable.
0 a3 [. b% V! j$ v: l. ]- Demonstrated reliability and ability to work rotating shifts.
) J$ }0 w" }4 w- Effective professional written and English verbal communication
skills.
; m) `  e; @* G  _9 |6 I% f  V- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
9 s' L1 X: V3 _% M- Accurate and attentive to detail. Strong mathematical aptitude.
5 S# p# x: q/ w. K) |, c- Demonstrated ability to work as a contributing team member.
7 ~" N, f% z- O) c# W- Ability to apply appropriate judgment in the management of
7 x* N& ~# _0 {* j- V# Jconfidential information.
2 t- m& L( J  P1 P# a( f- Clear Criminal Record Check.

- ?7 c: H- e4 J! S6 W7 oGood luck,
6 V' p% A% t7 V- X+ X8 c; T
Karuna Bhavsar
! {) K2 O) P9 V
) v$ A3 ?2 ^4 r2 V. n0 v! w/ f5 V' ZWelcome Centre
Supporting Aspirations Connecting Dots
6 ^+ V9 m3 ^# E/ ?6 w  [9 _* X
0 ~' |( \# }2 k3 [* ~+ m) T" k0 T#335,TowerII
5 |- t+ l% {  ]$ MMillbourn Market Mall
6 t+ x4 T# @" U7 W' I* d% N; ?2 g7609-Millwoods Road
: L  |! S" G; pEdmonton,AB T6K 3L6
7 n; O9 i  m3 A" kPhone # 780-462-6924
5 x& q; c/ o4 zFax # 780-466-6594

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