Call centre representative-ATCO

又见炊烟

If you think it matches with your skills and experience and you need
assistance to apply for, let us know and we will arrange for an
# ~" c, U' s1 |7 y- Lappointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
( g, z" ]! g) kJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
2 e% O, `6 Q6 f6 @  B3 zClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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DESCRIPTION
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AMENDED - April 26, 2011
$ z" N! Z! B# C# H& ~3 L3 eATCO I-Tek is currently recruiting qualified permanent part-time
9 I  E/ _; j* {# J(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ _, [. J+ N: g7 t. {, Q  N$ 18.83 per hour.
$ ]0 I5 d; h% F( W& MShift 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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The Level II – Call Centre Representative assists customers by
! I9 `2 y! W% m8 h- u( t# k. T" Rresponding to
" r4 y, o* ]8 y& gresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
8 D/ A$ S5 N# r+ ^! `excellent customer services by focusing on first call resolution.
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8 U& F& H% T6 l7 d* S$ q/ H: N0 g% ?3 o: J

$ u1 U- ~+ d: W1 V7 WThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
% \$ K. ^  R; s$ _Saturday
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
1 M& i% l$ T+ |' ?scheduling purposes. Work schedule will fluctuate.


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This position is administered under the Canadian Energy Workers
- a- Y/ E5 _+ V) V) t2 G' RAssociation
! M% g% ?. ]9 w# xCollective Agreement, Job Posting provisions.
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RESPONSIBILITIES

- Responsibilities included but are not limited to:
) u8 t" x+ k  q" z6 b- Respond to customer residential, commercial and rural
& L8 d$ W- J: E4 l* Q+ F; Oaccount/service
$ d( D! \# H3 k2 d# y- [5 ?inquires.
) {) {: v- w6 n/ X- s. h+ r- Solve a wide range of customer issues in a dynamic, high volume
and
, L+ |( V* }- C2 h, Qfast-paced environment using initiative, creativity and
" w$ x4 e7 |, r" O( g5 r8 u$ ?decision-making
1 o) P  O  q1 i. Q9 c. f/ Askills.
- Up sell, Cross sell and retain customers is mandatory.
7 D: E) M! I% B# B6 b0 n- Provide information to customers relating to energy management.
; M4 @! e) ?) a3 C) G- \- Calculate customer bills by performing complex rate calculations
while
9 _5 B: S# ~, I5 I" _using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
6 ~& l# \0 ]" b- Investigate, analyze and respond to inquiries concerning billed
2 [4 t7 _* _% J: J  U* Uamounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- H3 c% c' C3 O7 |" _2 n2 O- Defuse potentially unproductive interactions with irate
! [4 I2 h* k' n% _% f% icustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
! X5 u$ E; X6 A, g* {- Understand and abide by governing legislation, codes and
6 U$ b  X0 l9 H6 S$ O$ \) b% t: ycompliance
plan.

$ @$ h3 e3 b, tQUALIFICATIONS

* R/ o+ W% p% M3 n9 g6 E+ h1 n# f- Grade 12 Diploma or equivalent (applicants will be required to
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.
5 H! d* `% ]) P9 z. Q8 R- Proficient keyboarding skills.
. l, o+ a$ K4 n" o- Call Centre experience desirable.
/ V8 O: h. }3 [  l& v& N/ d+ ?- Demonstrated reliability and ability to work rotating shifts.
- C- s7 f( L" @( u- Effective professional written and English verbal communication
skills.
+ c, o: t' p; r9 p4 w5 x0 |. F1 c- Flexibility to perform in a dynamic work environment.
. W7 m' S% F  \: n% s- Positive interpersonal skills to thrive in team orientated
: F, x0 U1 n+ w; Cenvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
; |8 B# z) n2 }/ n2 L% w4 y- C- Demonstrated ability to work as a contributing team member.
4 n% Q8 N( D4 {- l5 x- Ability to apply appropriate judgment in the management of
5 A1 ^. A8 B+ O) S5 xconfidential information.
$ k5 Z. [0 b1 C  |8 f1 B7 v1 n- Clear Criminal Record Check.

Good luck,

Karuna Bhavsar

" v: V% {  |: F' P: IWelcome Centre
Supporting Aspirations Connecting Dots
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#335,TowerII
Millbourn Market Mall
& m" Q0 M" s+ Z8 k8 L* O7609-Millwoods Road
Edmonton,AB T6K 3L6
! }' h  X% I9 _+ \! O! xPhone # 780-462-6924
* N' |+ m- A: r+ U" h/ eFax # 780-466-6594

flyingpig

这倒是个练习口语的好机会

熊猫真真