Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
; ^0 }5 ?4 r. J: n3 C$ p) [assistance to apply for, let us know and we will arrange for an
! R3 o1 w+ d! _& ]) ]- sappointment with one of the counselor.

2 R2 N5 E( i7 ~3 ~# gLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
& R8 W* T5 [" E* `. EClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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5 O$ D6 ]# ]/ V2 h& d) NDESCRIPTION

AMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
7 r$ j' f  V, {' i# ?" s" ]7 q(16-30) hours per week, Call Centre Representatives to work in the
; b7 o- S" z3 E5 ECall Centre located downtown Edmonton . The pay range is from $14.83 -
1 N. `6 N, V- w+ N& Y+ b7 N$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
: |  {9 e+ T7 N, l& bSaturday, and $0.96 per hour for hours worked after 5:00 pm.
% R5 H- _, C7 N' l  E+ H
+ ~/ W' ]+ [' Q4 r0 l# v" X
The Level II – Call Centre Representative assists customers by
* l: X( q& S2 uresponding to
& ]- }8 m" j0 {9 C3 T6 X  Fresidential, commercial and rural account and/or service inquiries or
- x5 b) m. w4 U" t5 l# k' b7 P' _complaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.



  z; P! R( S- A9 Q8 ?& D# y9 P; b, YThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
$ i. L, m6 J, s8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
- d. a2 k9 e9 w$ r+ P; E! aCentre employees must be available to work all hours of the Call Centre
* |$ ]8 U2 ?0 R: ]$ M. p. [8 v  w4 ]( Efor
  B- }) ?& }4 Y% Fscheduling purposes. Work schedule will fluctuate.

4 D" |& R8 b1 @. f) Q6 o3 H

+ _6 @' d; ~% o+ Z% D+ x# {9 QThis position is administered under the Canadian Energy Workers
Association
( u. A1 h3 W: M8 G/ r( u5 o* jCollective Agreement, Job Posting provisions.

RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
$ r3 b( u! H# S8 I6 p! ~# a$ [: Y$ Qaccount/service
4 t/ `$ E0 s1 Rinquires.
1 w6 W; g9 L2 S3 d. z: }+ ^- Solve a wide range of customer issues in a dynamic, high volume
2 Z; h+ Q& ?* y  q! B. u" @and
fast-paced environment using initiative, creativity and
, f5 j+ x( K, w$ j% ndecision-making
skills.
- 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
* s; f* c* {, `, @) I1 {using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
. a5 |- O. n1 k/ A9 x- Investigate, analyze and respond to inquiries concerning billed
* \0 `& c! |; Tamounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
4 U0 `3 z4 j8 q. r# F4 U" Ccustomers.
+ D; W: t7 G0 R, P: e; R' i8 B% e- Respond to emergency customer service calls in potentially
life-threatening situations.
& X8 M3 A8 [' d* K$ i- Work with minimum supervision.
% f" E9 ]) ]9 U; y4 `$ E- Understand and abide by governing legislation, codes and
* K, B2 X7 e% @( ~% i; xcompliance
  m$ m+ Z: {. N/ M- P2 x0 }8 splan.
" b9 n( h& N7 ^
QUALIFICATIONS
! A; Y8 Y% c% J0 y
9 q% B0 g5 \' N& H# |- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
, e4 A7 U# F5 P2 Q: E- d" qworking knowledge of Windows XP.
- Proficient keyboarding skills.
% |' Z) R, e  `- Call Centre experience desirable.
& Z2 i0 c" ^1 d0 @8 B  \$ F- Demonstrated reliability and ability to work rotating shifts.
. C; {* \4 \' P% X/ i- Effective professional written and English verbal communication
skills.
& c9 b. G/ x/ h" x  ]- Flexibility to perform in a dynamic work environment.
/ Z' _1 |$ m/ J" u+ w8 |- 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.
+ n/ i6 k, }! J- Ability to apply appropriate judgment in the management of
confidential information.
- Clear Criminal Record Check.

Good luck,
1 z. w! Z( d1 a/ {2 g. s: e2 J& L
Karuna Bhavsar
! m; o" @$ x2 K# W( O
Welcome Centre
Supporting Aspirations Connecting Dots
. u+ a8 Z# ]1 M8 k
$ k" s; B. Y: |" E/ I0 u) W#335,TowerII
2 v2 |9 f, }" }& ?( \: a* O6 m9 ?* BMillbourn Market Mall
; x( P3 h+ `! ]0 M# u: p: b1 w$ m7609-Millwoods Road
3 M8 Y+ |, X, h7 O5 i6 x- HEdmonton,AB T6K 3L6
Phone # 780-462-6924
6 v, M5 f2 V% H5 dFax # 780-466-6594

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