Call centre representative-ATCO

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: Y2 M7 Y; }8 X) z- }appointment with one of the counselor.

2 l" i# w4 F5 H" s4 z# F8 TLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
/ N) v$ b$ J/ }: P2 p6 T1 B$ wJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
. O8 V6 u! l; u2 j/ X4 i+ ZClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION

AMENDED - 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
  x" ?. U* e! v* A: }( p9 oCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
5 ]/ d" c/ t! H! dShift Differential: additional $0.80 per hour for hours worked on
; R2 T$ G! Y. W- {Saturday, and $0.96 per hour for hours worked after 5:00 pm.

- w. |, @/ L( L) E* [8 d. K
7 z, N3 @/ d2 e6 S! N3 \  g. SThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
# \1 V/ R& ?9 ecomplaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.

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! G4 X! ~( C& o  I. H2 ZThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
' n2 `! D( k- k8 X( O& {& HSaturday
& }& ^9 f; C4 e& a7 _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.
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# H, x% ~- F% x8 b# c, W3 e
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This position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

$ O) h' T9 O/ W1 `! F3 nRESPONSIBILITIES
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- Responsibilities included but are not limited to:
! Q: J. W5 o3 a, ], j- Respond to customer residential, commercial and rural
account/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
" i! p5 Q0 s& S7 L' q+ P9 T6 ^decision-making
  T$ Z* y3 `4 v/ a3 F& u7 `, Tskills.
3 U. G& {3 g4 I- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
3 U4 p7 g4 j8 f7 y* T1 |  U- Calculate customer bills by performing complex rate calculations
4 p% `6 O# ?4 k4 ?8 L( ~# I3 o/ C/ R; Qwhile
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
+ p4 X- \+ [2 E2 o4 @( a5 G" lamounts, account status and receipt of payments.
1 @% E, s) {0 j$ n; o- Process customer account information in a measured real time
8 q, V, u. \+ S; I" ^; h. Oenvironment.
- Provide caring customer service to all customers.
, j* K6 ^8 p. c* Q# M- Defuse potentially unproductive interactions with irate
/ S* Y, ~( W8 u' S2 Z2 p* ncustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
, z. ], r2 B/ |" v& e- S- Understand and abide by governing legislation, codes and
compliance
plan.
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QUALIFICATIONS

- X( j0 f. n# Z- c2 M! _- Grade 12 Diploma or equivalent (applicants will be required to
' R* U" e# l# M/ C% ^; [provide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
7 Q) i' C- ^$ a! G( P/ I- Call Centre experience desirable.
0 G) o/ u. b1 `5 g- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
+ y% `. g, ?. r9 [  [1 k/ q- C# S2 qskills.
- d" B  \+ B' q7 b2 W- Flexibility to perform in a dynamic work environment.
; t/ C$ R  o: x& M) f9 i- 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.
' D0 R0 S; N: R, ^, {$ r& d3 N( C# z- Ability to apply appropriate judgment in the management of
confidential information.
8 U! \$ }; I7 @7 k+ ?/ \6 e- Clear Criminal Record Check.
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Good luck,
6 m- a1 G. `  ?& `' }6 [: |& y) ]
Karuna Bhavsar
; ]' S* u. r( E7 y6 G; f/ \7 e5 w
) b! \3 c4 d8 f* u3 c! g) ?Welcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
3 G( ?1 N3 t  O! mPhone # 780-462-6924
: y# ~/ D( r9 P4 A. Y$ eFax # 780-466-6594

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