Call centre representative-ATCO

又见炊烟

If you think it matches with your skills and experience and you need
$ o* [2 q+ \: S% a+ x$ lassistance to apply for, let us know and we will arrange for an
- M& M- ~- c( N8 z9 j/ `appointment with one of the counselor.

5 g' {' U4 ]# C6 oLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
3 t' j6 b6 I9 B4 }0 jClosing Date:5/31/2011 4:30:00 PM
/ N$ O% g! G+ {. Q$ LJob Location: Edmonton
" l8 M; Y; N' T! k& K* A$ S
! I+ Y6 k+ m/ J4 b* y" q% r; x$ vDESCRIPTION
3 ~/ t+ z( o4 n8 ~
+ e4 T& Y: x, l0 N. B/ H2 x2 u+ K) Q8 KAMENDED - 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
Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
& a# q2 U$ K( N4 jShift Differential: additional $0.80 per hour for hours worked on
- J& Q: j! V2 \; {, CSaturday, and $0.96 per hour for hours worked after 5:00 pm.
2 ~3 ?. _1 i7 `* [- U5 Z/ E+ V% G. Z

6 b. }0 ?; Q: Y8 P6 LThe Level II – Call Centre Representative assists customers by
% M+ Y' f' W' h3 cresponding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.



The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
+ {7 \3 c" j% x8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
, r* [/ U1 [; o& G2 T# VCentre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.
1 O* n1 t0 j9 M6 F


8 b$ ?% C! @! q+ OThis position is administered under the Canadian Energy Workers
  N+ Q* A( D5 V: C( I& n+ a# mAssociation
$ Q( l) R: x4 VCollective Agreement, Job Posting provisions.
6 j5 b+ S: f1 Q4 ]; z7 S
- c+ C. d2 `3 o" |+ \RESPONSIBILITIES
& f1 F' y  O% H% b: ?3 D& X
- Responsibilities included but are not limited to:
! |1 j. j0 e/ [* l- Respond to customer residential, commercial and rural
account/service
inquires.
3 D0 e0 L, [0 {- `+ |! p- Solve a wide range of customer issues in a dynamic, high volume
! Q# j+ H5 ^2 Z# Hand
fast-paced environment using initiative, creativity and
- F7 x9 {4 Y% v/ ydecision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- i) F$ \1 e  \- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
$ @& Z8 R$ F! T9 N0 J; ?0 X- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
& H6 G2 }5 a3 y2 U) v" aamounts, account status and receipt of payments.
- Process customer account information in a measured real time
8 [. {5 r9 d: h# I5 Q, }environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
% C- ^5 w3 y% ?7 D0 s: C4 W% ycustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
8 L- w5 d- J, H" U- Understand and abide by governing legislation, codes and
compliance
( Q! n) F7 ^, H$ Dplan.
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$ ?: y, t* E0 P. M* gQUALIFICATIONS

7 Y" F6 N4 n. {- Grade 12 Diploma or equivalent (applicants will be required to
, E# e: G5 T+ V9 W& cprovide
' H( I" R  E4 z7 I; Bproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
$ n1 N6 [2 }$ t  N' M- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
# H) s; ]- L# T- i/ T! y8 U- Call Centre experience desirable.
& _; I/ l( n( m3 v: I- Demonstrated reliability and ability to work rotating shifts.
2 _) `" y$ B+ k9 L. q* u6 K- Effective professional written and English verbal communication
+ [: [$ a4 Z, Eskills.
2 l. A7 s; D$ d- Flexibility to perform in a dynamic work environment.
2 }* z4 [9 S$ {, }  K' E- Positive interpersonal skills to thrive in team orientated
environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
$ Q; U# B+ W0 m$ K$ j; [: R- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
confidential information.
- z' ^1 a4 J/ s2 G/ b' b: O5 @- Clear Criminal Record Check.
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Good luck,
# U+ C5 w/ ~" _
Karuna Bhavsar
% {1 D; W+ l: D; g6 I( Y) L8 o3 Q
+ K5 `% U; M5 \4 e  C  OWelcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
Millbourn Market Mall
3 J) H4 _# M4 Y, `4 r5 a7609-Millwoods Road
( f4 t, C; j% g+ u$ R0 \+ kEdmonton,AB T6K 3L6
& S: F- Q3 @( }5 X. c5 ~Phone # 780-462-6924
7 W# Q$ d3 [6 J& D& {Fax # 780-466-6594

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