Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
7 [; N2 M& ?  N" G, m4 T: L4 @assistance to apply for, let us know and we will arrange for an
, b, f% p& o; Q6 G/ y% [  s7 W" cappointment with one of the counselor.

6 ?. T# R/ e' ?5 ~' u! e- e5 T# ^Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
* W! \$ }; p$ F+ P; i4 \  U4 ]! UPosting Date: 4/7/20112:13:00 PM
. t1 ~- L. w8 u# _* x8 d; x; z- @Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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8 a8 E/ p8 N* {3 O& r4 s" t' [DESCRIPTION
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! U  Z* G- v4 @0 f% _; x: LAMENDED - April 26, 2011
3 D8 I$ [# s+ T$ a: Z* FATCO I-Tek is currently recruiting qualified permanent part-time
1 C% i5 M. v% m$ v; t( Q1 n(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.
* j7 B/ m. v9 qShift Differential: additional $0.80 per hour for hours worked on
/ `6 n0 o7 T' V8 _$ h( M; t- NSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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1 u  f1 U  g% O3 W$ CThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
/ A& P  Z% N* w9 j& a& c: T2 jdelivering
excellent customer services by focusing on first call resolution.
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# `8 E. d& |5 N. A; r% b' AThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
2 l3 u; g! J4 @Saturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
0 ~9 d) d: V4 J7 N4 _Centre employees must be available to work all hours of the Call Centre
for
% V8 G  j8 ]$ ?! }. r4 }scheduling purposes. Work schedule will fluctuate.
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8 @9 Q) q+ s5 n( H$ [This position is administered under the Canadian Energy Workers
8 G5 V  Y* [( V8 PAssociation
% W3 A4 T$ m$ f' {. F- tCollective Agreement, Job Posting provisions.
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RESPONSIBILITIES
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- Responsibilities included but are not limited to:
+ Q- d6 X# @1 n& [- Respond to customer residential, commercial and rural
# ], R$ M( e8 Y; p1 O: _account/service
2 m) _/ E( Q9 l( Y! T. A* Cinquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
2 T( b! I+ M9 k. k- {8 Pdecision-making
skills.
& ?3 u- f0 a, R1 {7 w- Up sell, Cross sell and retain customers is mandatory.
; u+ Y7 P( ?( \3 z0 ~/ t0 n- Provide information to customers relating to energy management.
3 k3 g) @- Q! c$ s. W- Calculate customer bills by performing complex rate calculations
9 g# ^: k6 r$ ~1 G; Wwhile
& S! ]# f; F2 L/ f) B6 Iusing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
$ D+ F6 ^" T% @amounts, account status and receipt of payments.
0 d! Q, L: F' S5 B; u. H5 s- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
4 S1 _8 n$ B$ x, A- Jcustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
$ X- P4 A$ e6 |! r/ \  y# G, M- Understand and abide by governing legislation, codes and
compliance
plan.

QUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
6 L; a' {7 t$ z! V  P2 {: Rprovide
$ V0 w! g# X' `proof of education)
9 C% H# f* y' W- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
7 G0 f& a( P" s/ q+ cworking knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
# s6 x" J/ Y4 N/ C* z9 V. P' v- Effective professional written and English verbal communication
4 [& P. J8 @8 |" Nskills.
3 w" ~4 c* r* X# J- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
" l3 A5 e* ~: [8 Q1 `8 jenvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
) N4 Q5 r) B3 B6 b- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
confidential information.
$ o0 a3 `8 c) f  E; r) |- Clear Criminal Record Check.

) g# ^8 b' B* c6 e. gGood luck,
1 d7 P6 o) J' l! e8 H
Karuna Bhavsar

Welcome Centre
( d' E0 W+ x& m# hSupporting Aspirations Connecting Dots
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% l( i$ `# Q" l( p4 L& v#335,TowerII
5 \$ ?! J* l/ C+ P7 MMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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