Call centre representative-ATCO

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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
" j. {8 I2 o& D7 P9 k" k0 Vappointment with one of the counselor.
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5 b3 e) j/ j# U3 [3 q# HLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
" H2 O3 K$ N( W' J& [5 Y6 {$ RJob Location: Edmonton

  @2 |+ A0 j0 u1 m7 L8 q1 jDESCRIPTION
8 D; ^( r0 Z: R. W
6 d4 a. E+ o8 h2 l0 mAMENDED - April 26, 2011
2 K6 A' `& e" a9 G8 e) lATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
- H2 t- v0 C1 t; y/ XCall Centre located downtown Edmonton . The pay range is from $14.83 -
/ L( m/ m, |$ o2 x' v$ 18.83 per hour.
Shift 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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6 j- l: v& E# w! J) SThe Level II – Call Centre Representative assists customers by
% d% L& u: W" A) M4 ]8 b6 rresponding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
$ w( f5 [$ ^. w; E2 H( Rdelivering
excellent customer services by focusing on first call resolution.



! p1 o( F0 r& z# M5 A* eThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
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
8 _- c4 B* x& P3 _for
8 J1 K2 w: T9 f$ ?8 \: S; |+ pscheduling purposes. Work schedule will fluctuate.

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9 z6 o; D+ V6 C& c" cThis position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES
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1 @% K, G$ c4 i6 j5 e# l- Responsibilities included but are not limited to:
/ D+ [- p8 l# S  c3 Z& @- Respond to customer residential, commercial and rural
account/service
inquires.
' f/ Q7 p* n& W% I  P; l8 E2 g3 o- Solve a wide range of customer issues in a dynamic, high volume
' l. a9 l% L( F3 m) q! t& Tand
0 ~* j% F, L5 ]/ ~fast-paced environment using initiative, creativity and
1 y3 }+ ?$ P+ @+ bdecision-making
7 y5 ^9 V2 e3 z& A. X1 D9 H  u: Oskills.
- Up sell, Cross sell and retain customers is mandatory.
, T) B# L- U, c- V9 z3 v$ l4 [- Provide information to customers relating to energy management.
* c: U$ y$ R. F$ |$ Z+ \- Calculate customer bills by performing complex rate calculations
$ |, C+ m2 h' X6 d2 i4 U4 M/ uwhile
using a thorough knowledge of various rate structures.
& W; X+ f, o: l8 |( _0 S0 b( Q6 W- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
3 d* _  U- w2 Q4 D, H- Provide caring customer service to all customers.
; ~9 P+ H  p' ?! u- Defuse potentially unproductive interactions with irate
. a  c  U+ R0 H% R4 g# Ycustomers.
+ u4 b; I9 @6 n  u' t- Respond to emergency customer service calls in potentially
2 U6 d! h/ W6 u/ l8 Z: Q4 Elife-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
% M9 A+ Y$ y! J' d3 I, a* Pplan.
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QUALIFICATIONS

) L% ?5 I6 `) M% w  ?- Grade 12 Diploma or equivalent (applicants will be required to
provide
$ g4 p9 ?9 ?/ p$ s6 c5 J$ Oproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
& m) B: U0 M% [( U2 S7 ~- Proficient skills in PC office applications (i.e. MS Word) and a
) v  \! n9 f; t: @$ P% w4 v/ iworking knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
+ {# B1 K5 k% |$ B- Positive interpersonal skills to thrive in team orientated
- }4 i; Z8 j. _/ Z/ Oenvironment!
  a3 D0 V+ ?9 a, R- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
" E, v" O6 U" V  E% T# Z- Ability to apply appropriate judgment in the management of
confidential information.
% G( [& z1 M3 l: b- Clear Criminal Record Check.

0 s, N- X( `+ L) OGood luck,
( U( H6 _' A; b
Karuna Bhavsar
+ t% b1 V' A. P0 r; o. `4 o4 w
* \; a; \* \( f% }2 aWelcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
% Y8 @7 T$ g9 K5 Z  O; yMillbourn Market Mall
! \" f+ N9 r2 E" ?7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
7 K8 ^  y/ _0 D2 M; EFax # 780-466-6594

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