Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
8 T4 P1 c" p) C2 X8 C; N& Zassistance to apply for, let us know and we will arrange for an
appointment with one of the counselor.

/ R+ @) u9 U9 E4 ^' g0 `: k4 qLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
. i9 w. r6 e- A! t/ I5 N; tPosting Date: 4/7/20112:13:00 PM
9 K' {0 U  v# d1 K+ J$ o" l& T$ p- IClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

( `( U  c3 n6 I$ ?DESCRIPTION
: @2 O6 M4 k0 [2 G
* G! I4 D0 w; i6 e) tAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
# D4 W( N# W; c; DCall Centre located downtown Edmonton . The pay range is from $14.83 -
/ L- }* J8 G, q# k) w0 Z9 \2 V  N$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
) ^* n/ e# a2 s- F+ q7 jSaturday, and $0.96 per hour for hours worked after 5:00 pm.

! M) u8 r+ J2 V8 J* [3 a
6 F2 X/ i; V, g4 ^- ~! |3 jThe Level II – Call Centre Representative assists customers by
responding to
3 k2 U0 d! f* x  W+ jresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
2 X* y' b/ _" B8 f# n9 vexcellent customer services by focusing on first call resolution.

! B; ^( K: v9 U2 C4 A

3 y* O6 S; E; TThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
. Z: W; d7 C" b8 N$ y. ^+ t9 s& ]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.



1 D7 [2 Q0 w- t8 MThis position is administered under the Canadian Energy Workers
Association
- Z! ~1 [" T) Q* UCollective Agreement, Job Posting provisions.
* F9 Y3 L; W7 C8 L8 [
RESPONSIBILITIES
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- Responsibilities included but are not limited to:
: I+ l/ z% H6 {5 Z5 h- W+ O- Respond to customer residential, commercial and rural
$ ^0 f+ X+ N" Iaccount/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
) m+ }% k8 M2 h! P7 f" Xdecision-making
) @! ?5 C1 r/ f8 l# J% j: Dskills.
+ X& f0 @7 @' ]- 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
7 \/ o. ~( T% e5 hwhile
8 W2 p' f4 T! |9 }5 Qusing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
' B* _) {+ [2 B* t1 q5 Z( R- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
6 @8 _/ V. F9 ]/ ^2 S5 Ccustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
, F7 s- y' p3 Vcompliance
plan.

QUALIFICATIONS
7 s; s0 ~9 L# F+ ?8 k+ |
- Grade 12 Diploma or equivalent (applicants will be required to
! @- K" ?" R5 g( Xprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
9 y8 |( Y0 ^7 z4 t. sworking knowledge of Windows XP.
0 }! R1 K: U& Q* C7 E% l- Proficient keyboarding skills.
5 E" ^! i$ z5 B& J, o9 m  y# ^- Call Centre experience desirable.
0 Z, @* s& v& [- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
/ l8 o, T( k$ T5 rskills.
! H* x0 P/ Q6 o5 |+ R$ P- Flexibility to perform in a dynamic work environment.
6 X8 u6 n& C4 ]* k- 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.
7 u& |" y0 A; j2 \! ~- Ability to apply appropriate judgment in the management of
confidential information.
  U$ `* Q% O4 c* \+ |0 _- Clear Criminal Record Check.
6 v& l9 [$ d0 P7 o% W! B
1 i3 K8 d7 \- dGood luck,
7 h3 G7 F) x1 o' K/ t% ]
- k5 I' o% @# l! A) OKaruna Bhavsar

8 F+ A; f  Q( i4 PWelcome Centre
* m, X; P& A% U. r6 x: QSupporting Aspirations Connecting Dots
9 W: V8 P6 X2 S6 K0 l4 B2 Z/ Z  c
1 C4 c" |) ^3 Q' B( A#335,TowerII
Millbourn Market Mall
* X, f5 q3 \8 ?7 w7 [: }7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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