Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
1 w- n  |5 h3 X$ X6 {4 ^assistance to apply for, let us know and we will arrange for an
appointment with one of the counselor.

- u7 ^5 ^3 I1 ^$ B& [Level II - Call Centre Representatives (Permanent)
9 i7 e! s+ ~$ s: ]9 X. h8 _% pCompetition Number: 65A11 16
, D, }# Z+ a7 B7 m4 YJob Category:Customer Service / Call Center
" [  R+ |3 G; u4 T2 L' hPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION

3 H- ~* n2 }# d! _3 PAMENDED - April 26, 2011
; x" J. p8 P' YATCO I-Tek is currently recruiting qualified permanent part-time
3 {$ U0 D5 A/ h) q(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.
Shift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.


8 ?5 n( L% {/ [( u; [The Level II – Call Centre Representative assists customers by
# S' e. I) c2 r9 Jresponding to
residential, commercial and rural account and/or service inquiries or
& @1 [8 `4 G4 X5 ?- I( G( ^complaints received by telephone. This role is responsible for
# m4 p, g6 r. n0 Y/ h/ udelivering
2 H! l2 ?, Q8 S$ s) m; j- ^/ R6 G5 cexcellent customer services by focusing on first call resolution.

0 i2 @+ {; f2 ~+ |: v: G, r! u

, q6 q( R" n5 k- N7 IThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
* ^( e# b) p& e; Q5 f* t* |% ~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
9 _+ w8 r* H) _6 s  U" J! Efor
. Y$ Q0 t3 D# T  p# f! Pscheduling purposes. Work schedule will fluctuate.



$ G, k/ Y5 u4 _% x+ F' o3 ?9 eThis position is administered under the Canadian Energy Workers
! f3 Y0 O& |0 c' P) ~& a5 X7 aAssociation
: o* Y* }4 K9 X: A: kCollective Agreement, Job Posting provisions.

4 ]  O. w$ o/ B% J9 T! |6 xRESPONSIBILITIES
' v: y/ e' \1 R/ F* e
! o% h6 u6 u9 a) k  `- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
* z) r: L8 h2 ?2 I4 T# F$ ]1 ~account/service
& t. y6 S9 D; ^# {9 Dinquires.
1 z. ?+ [3 w0 c5 J- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
' A7 @. u+ M9 Z3 T" t7 `decision-making
1 y( s4 _. p0 ]( L: R1 jskills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
" l/ D" B) ]. A6 a' D/ m5 X- Calculate customer bills by performing complex rate calculations
6 H# l3 z. |7 f3 vwhile
5 U6 n$ w" [8 L  @& t& k% m: Kusing 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.
- Process customer account information in a measured real time
5 L; V$ ^6 D9 {) C7 u% V4 q' ~environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
) V! {  Y2 i" w# R" h* |customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
* t* L& }9 B0 x) \  @* g, w- Understand and abide by governing legislation, codes and
compliance
+ W$ W* W+ {$ C2 `plan.
  Q+ [/ e# I, s+ D
0 P, F. t# I7 g' iQUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
/ u) A4 q5 q0 [* }) Q+ q$ a; aprovide
3 M( G& r6 c- m" r. uproof of education)
& X; x0 o$ w$ `- A0 D* x- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
: u3 D; d9 ]8 ^2 `1 g: {" Tworking knowledge of Windows XP.
- Proficient keyboarding skills.
- L8 T6 t' S" I. y, s7 T% ?% }, O. F  F* g- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
3 f! ]: P5 w+ G; n% Q- Flexibility to perform in a dynamic work environment.
# j2 |' p/ i  U  ^+ ?( a- 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.
; @5 l" a" P3 W  R) E! H# N  Q- Clear Criminal Record Check.
8 y$ n& q) h0 }$ [3 p1 I# i1 v* c4 y
Good luck,

0 D. T% j* w4 s2 zKaruna Bhavsar

% s( c) q) M6 s: R3 s* VWelcome Centre
% M5 |6 V) |' \! u( o! A/ MSupporting Aspirations Connecting Dots

#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
' l4 L9 u% k9 e2 q' WFax # 780-466-6594

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