Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
! Z3 @1 M; D- S5 Passistance to apply for, let us know and we will arrange for an
! p+ b( D, J) X, x8 A0 b( {appointment with one of the counselor.
' h3 n1 l& a) Z% `, k. O
, x% F* a. Q+ r* E4 v+ }Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
1 l8 l" t( ^- B  KPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
7 n; ]* Y8 }2 \* h; X% D. ~Job Location: Edmonton
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DESCRIPTION

: O5 A/ Y- T2 h$ a, pAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
1 {$ h# g1 G$ I% b& R5 u1 C7 S9 K& R* D2 V(16-30) hours per week, Call Centre Representatives to work in the
) V2 y6 u! O$ I5 CCall 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 $0.96 per hour for hours worked after 5:00 pm.
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$ ^# Z+ T  g+ c. @: {  k9 I
The Level II – Call Centre Representative assists customers by
5 h3 P% u& J8 t/ _responding to
4 A; Q) w/ p/ I' U" s- B0 Bresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
9 ^& t9 y: A  @excellent customer services by focusing on first call resolution.


3 l( c# m2 H  [) x" C
The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
! p, O8 s1 R; u" ^1 J, kCentre employees must be available to work all hours of the Call Centre
for
! W4 I2 t( F. j; l) u7 x4 D% Dscheduling purposes. Work schedule will fluctuate.

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This position is administered under the Canadian Energy Workers
Association
# n" k4 j# W) T' G1 o0 |Collective Agreement, Job Posting provisions.

RESPONSIBILITIES

- Responsibilities included but are not limited to:
. }! U; U1 ^* A/ F# p& K: ?2 |- Respond to customer residential, commercial and rural
account/service
5 g# z7 J. q: ^3 jinquires.
$ @! N8 _7 l5 f& V: l- Solve a wide range of customer issues in a dynamic, high volume
  g" v) W) v6 v+ Pand
7 M! G) v# k1 ]fast-paced environment using initiative, creativity and
' x+ H* Q2 R1 {- s: Hdecision-making
4 |; B% X- E; \skills.
" B# d, Z% ~/ k$ b- Up sell, Cross sell and retain customers is mandatory.
' b, T( X# `, f, W9 O$ Y& v- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
" [+ _' U$ F1 w) a4 [( twhile
using a thorough knowledge of various rate structures.
0 ?2 \0 J  j. ^, U- Explain customer bills to a diverse audience.
/ q2 [- D$ }. z) K8 p! s- Investigate, analyze and respond to inquiries concerning billed
/ K4 r. M6 d! d; X, V+ V) W2 l' {$ Jamounts, account status and receipt of payments.
- Process customer account information in a measured real time
; |4 w) @, m! k2 _$ [environment.
9 z  L: Z4 \; k- Provide caring customer service to all customers.
$ [" z9 O7 y" H/ h; O, Y- Defuse potentially unproductive interactions with irate
  o0 U% J; h. W; o' A# l3 ]6 i) vcustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
plan.
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; `! Z2 B. H* DQUALIFICATIONS
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2 K7 g8 m+ N( z% X5 |( O- Grade 12 Diploma or equivalent (applicants will be required to
3 E0 l- V: l1 ^9 N' ]# V/ fprovide
$ B6 z8 Z0 p0 _proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
. s" Q; o! |0 O- Proficient skills in PC office applications (i.e. MS Word) and a
' h! b- a& ^, iworking knowledge of Windows XP.
$ Z1 F# _% s1 L' W* O; d' O" _- Proficient keyboarding skills.
- Call Centre experience desirable.
' i- }8 _& S$ ]- y+ Y- Demonstrated reliability and ability to work rotating shifts.
9 E, \9 r2 _+ M# G! |- Effective professional written and English verbal communication
skills.
1 m: K) Z2 c+ y# U- A; t" m- 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
8 ~4 w; s- G, o- v5 D5 {confidential information.
- Clear Criminal Record Check.
- ^; e' O$ V6 }
) f  L4 D8 d1 b/ WGood luck,

Karuna Bhavsar
( Y2 D+ Y& L, `
Welcome Centre
Supporting Aspirations Connecting Dots

; U0 d, G: q# [" l9 F# e$ q0 e#335,TowerII
' W9 a+ x. n1 R" HMillbourn Market Mall
7609-Millwoods Road
7 q1 T* x8 U) N0 ~) E+ B+ bEdmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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