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If you think it matches with your skills and experience and you need" W- c3 `( f4 g" h, d0 ]: Y& W
assistance to apply for, let us know and we will arrange for an. T( w2 X- k9 O, W6 U
appointment with one of the counselor. 3 d; t$ A9 C0 k- |, R
: b" n) L! ?# jLevel II - Call Centre Representatives (Permanent) % {4 h* R5 w) n* Z$ d9 C" t* g
Competition Number: 65A11 16
+ r/ |. P) E+ u8 A. N, NJob Category:Customer Service / Call Center . N W$ ~' L: Q! J/ | i
Posting Date: 4/7/20112:13:00 PM) q* c! Y# ~6 Q- S+ o2 X3 T' L
Closing Date:5/31/2011 4:30:00 PM
1 O4 y z9 J# |( j9 _* `# }Job Location: Edmonton
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DESCRIPTION
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AMENDED - April 26, 2011
+ v) u* D4 t& i: H. TATCO I-Tek is currently recruiting qualified permanent part-time
: m: Y% w( s; O Z- v(16-30) hours per week, Call Centre Representatives to work in the8 j8 ~( k t$ r. ~5 N& R! f3 v" T
Call Centre located downtown Edmonton . The pay range is from $14.83 -
/ {" X" G3 T# D$ 18.83 per hour. / n9 e+ P+ O# T% q" n2 W
Shift Differential: additional $0.80 per hour for hours worked on4 D0 I9 T) H, `! H
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by- Z2 ^7 G' j# Z- m6 W
responding to O% }. {" W; d( f" T6 T' x
residential, commercial and rural account and/or service inquiries or7 @+ {! j& M+ J d) a" e
complaints received by telephone. This role is responsible for
2 I# z9 E6 x; k8 G7 N' mdelivering
2 r: C# P6 m1 Nexcellent customer services by focusing on first call resolution.* {, N; K5 N- j, l- |0 m
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and, X$ @+ ?2 t+ y0 q
Saturday
* b! M4 _* N n( D/ w7 @8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call2 W* N& r2 g) l* O' h3 p) |
Centre employees must be available to work all hours of the Call Centre
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scheduling purposes. Work schedule will fluctuate.- J' M# p( b& O0 \% h3 \5 m
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This position is administered under the Canadian Energy Workers
; [% R8 [) g Y0 M& U' \+ sAssociation, [& M' @* W' s6 g
Collective Agreement, Job Posting provisions.
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8 w2 Z! Z3 c7 I( O8 ?. IRESPONSIBILITIES6 {, l! \8 B- K& M3 t" V
# N* X: f' q. G" O' a' [+ o8 ~- Responsibilities included but are not limited to:! q7 L; z' n" u* H2 m1 U7 r
- Respond to customer residential, commercial and rural1 F1 }9 Y# t, q- r
account/service
7 m# E# _ W2 p) C6 I3 ?1 Xinquires.8 U" }; H0 E r# i1 h8 \, F; T/ J: U
- Solve a wide range of customer issues in a dynamic, high volume
& k/ A7 P: H( _3 j+ n( e* {and
6 X! w* n1 w2 d5 bfast-paced environment using initiative, creativity and8 f% P2 Z- D" b. M
decision-making8 S* @+ a, r/ p% i4 k3 H- |* v6 _
skills.
3 T( u; J) A2 G6 _% p- O4 v- Up sell, Cross sell and retain customers is mandatory.
' t, V. U6 z" R! r/ N& L( p& `6 D+ I- Provide information to customers relating to energy management.
+ Y z- w; E M. _! S# W- Calculate customer bills by performing complex rate calculations
( g$ [$ p9 p# {1 gwhile
$ R5 H" x4 n" M6 O! E* Yusing a thorough knowledge of various rate structures.
5 _7 z$ z( K) R, F5 K- Explain customer bills to a diverse audience.
9 m2 K/ M# Y7 ^! {- Investigate, analyze and respond to inquiries concerning billed; o+ ]" a' P6 i7 W f
amounts, account status and receipt of payments.
9 O m% B& S! q$ ?$ b% @) g- Process customer account information in a measured real time) ~' y0 K0 O* b8 r
environment.2 Y+ c" U! G1 G4 L3 ?
- Provide caring customer service to all customers.
$ b9 S. d$ |# v* z, C9 J* c- Defuse potentially unproductive interactions with irate
( v: K7 |$ d5 I3 {customers.
* j2 p% D% q8 ` Q- Respond to emergency customer service calls in potentially
) ^4 [# i$ x+ d% h! H, }# |life-threatening situations.6 F$ n' d, I& P1 M
- Work with minimum supervision.1 o3 k* M$ B! G2 M: Q7 H
- Understand and abide by governing legislation, codes and# b9 `# h& Q V" z+ f- d f- o
compliance
4 {( t1 V" ]+ {0 j) G- c$ Cplan.' `7 {2 R" N% u# m2 @* ^0 Z0 r
+ ?) Q- m4 i' F5 C) X
QUALIFICATIONS8 R$ Z$ A8 x4 A( {
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- Grade 12 Diploma or equivalent (applicants will be required to
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proof of education)
' z6 a& M! j9 F- Successfully complete the Call Centre Simulation Assessment(s)+ U: `6 H# G' m' t0 H; z, t$ h- i
- Proficient skills in PC office applications (i.e. MS Word) and a3 p! C4 ^/ g2 `$ x6 M8 {
working knowledge of Windows XP.* e+ q j9 R# ?$ B& w- v
- Proficient keyboarding skills.
$ V" I3 ]! |( x. s4 G9 Z( ?- Call Centre experience desirable.
3 j- S! ~: A9 |; {, g# C- Demonstrated reliability and ability to work rotating shifts.9 K8 E# K6 _. M+ U J
- Effective professional written and English verbal communication2 i1 I0 B. E! t6 b, P% p
skills.
* m3 x! S6 m2 m. h- e, v- s- Flexibility to perform in a dynamic work environment.
2 G" L5 c; F) T/ Q- Positive interpersonal skills to thrive in team orientated
9 s6 E9 _: G) B+ @) f" E# K( l% n& Qenvironment!, \$ ], S5 o. n( J
- Accurate and attentive to detail. Strong mathematical aptitude.
: B9 \! N( n! Q6 p: H- Demonstrated ability to work as a contributing team member.3 i/ {* M. V4 P; u) T* I
- Ability to apply appropriate judgment in the management of
( m, P/ _- {: l/ cconfidential information.! {: f! K2 x6 P ]
- Clear Criminal Record Check.
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1 _7 r2 C9 v" K: l1 N' dGood luck,0 m& v7 k- i8 n( }2 A
- x$ I3 C: w+ ]0 D
Karuna Bhavsar
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Welcome Centre 3 ?% M# O1 M" G8 N5 N" n: I% @
Supporting Aspirations Connecting Dots
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: ^1 V; P! v; n6 X) H. a) L#335,TowerII
5 t" \- C; Z( f* {% ]1 G. o- x2 QMillbourn Market Mall
& ?4 e: D# ?* z7 {( N% Y7609-Millwoods Road8 x7 D: }, |( i: C
Edmonton,AB T6K 3L6- M t1 _+ @$ N; E7 R4 E7 D
Phone # 780-462-6924% s }8 A7 S9 f# W+ ?
Fax # 780-466-6594 |
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