Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
5 g1 I- C- q/ o7 G5 Y6 H3 b: O" bassistance to apply for, let us know and we will arrange for an
- j" k; s) g* }appointment with one of the counselor.

Level II - Call Centre Representatives (Permanent)
2 r% V0 p6 S& W; M. `, \% [Competition Number: 65A11 16
5 u4 @# }! n: t& N5 AJob Category:Customer Service / Call Center
! ?$ [1 Q5 d& bPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
1 ?" ]% U. W. Q* V  R  {/ pJob Location: Edmonton
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0 I  Q4 D4 |& n) \4 Z$ P: t' q% WDESCRIPTION
$ [% ?1 _; v2 t; i8 r6 j1 @
  C: I- w0 o  O; J: t+ w5 YAMENDED - 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
5 i1 g- a* ?! _1 S! T" _4 g1 eCall Centre located downtown Edmonton . The pay range is from $14.83 -
* o! L% x& h0 B" z7 S, W' c$ 18.83 per hour.
8 V: S) X- _& e( _: vShift Differential: additional $0.80 per hour for hours worked on
! `2 `' B/ K' PSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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; U1 G# x, [; s: xThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
" }7 u1 ~4 z2 _" fdelivering
excellent customer services by focusing on first call resolution.



The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
  P1 \4 n& ], `  S, Y) l* \. J8:00 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
) B/ M; U- ^( c3 J' Pfor
) w- w3 x& \& U$ ^9 G1 gscheduling purposes. Work schedule will fluctuate.

3 }+ S  v4 s& n
$ T: t  I* r, y
# @' U/ |1 e9 R% S2 l7 zThis position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.
7 R. a: T$ V& H5 v8 x
RESPONSIBILITIES

* O! p, s6 \4 i- D- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
) t6 Q9 W/ B2 B. kaccount/service
inquires.
$ t, @! d: P& }( F: ~% I5 w- Solve a wide range of customer issues in a dynamic, high volume
0 v  s  I. j3 x6 c7 Oand
- F: [. z; k- j& @8 H# c+ h- wfast-paced environment using initiative, creativity and
decision-making
. c7 Q7 S9 ?. {skills.
- A8 \$ u5 s# ~& L# y4 w- Up sell, Cross sell and retain customers is mandatory.
8 f% U+ m, c) ~- Provide information to customers relating to energy management.
0 h6 x! y3 d- m0 Y& H/ |$ C- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
, h/ v% q- a6 t% C- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
3 q) h% m  H: G" j9 X- Process customer account information in a measured real time
environment.
. y7 v) K, r9 x- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
- c( V: A, r1 P# e0 z1 J. |0 L, z! ~* `customers.
- Respond to emergency customer service calls in potentially
* O" }; I* `! X4 t- |life-threatening situations.
' h! x+ q' T7 x/ Z0 J4 _* f- Work with minimum supervision.
& j  D0 n, Z* K- Understand and abide by governing legislation, codes and
/ _* V, j, y; y; Q; J) n9 R. Ncompliance
plan.

" W8 ]7 P: Q$ z& F3 FQUALIFICATIONS
+ T3 c3 ^  O5 [# {, W4 G- M3 z  U- H
2 j. h0 r0 x# o' @6 H- Grade 12 Diploma or equivalent (applicants will be required to
6 |- G8 I* A/ }+ o+ J6 R) D' Pprovide
% V* Q* @1 I. n2 C$ L  I& sproof of education)
6 C' s3 S& t, h5 J- Successfully complete the Call Centre Simulation Assessment(s)
5 d! {9 }0 ^0 Y8 F# J- Proficient skills in PC office applications (i.e. MS Word) and a
6 Y6 y0 Q& o0 s! I3 s+ a/ bworking knowledge of Windows XP.
- Proficient keyboarding skills.
, r* W' W$ I3 C7 x7 }. i: h- Call Centre experience desirable.
9 U/ w1 d; E5 E- @$ r) p. x- Demonstrated reliability and ability to work rotating shifts.
3 j. d; u8 t+ p* t- Effective professional written and English verbal communication
skills.
9 r; j% b3 U9 N- ]* [8 ~3 L0 l- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
  G) s+ `' {" [. R6 a7 O  Yenvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
& f$ B5 G6 f0 K- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
confidential information.
- Clear Criminal Record Check.
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, o  H, |# _( Z' T' X: M3 MGood luck,
3 P7 Q3 G; A9 B0 d
" F) E0 Z9 {' G0 t: y' o) @9 OKaruna Bhavsar

Welcome Centre
! d$ M# r; ~% x: }Supporting Aspirations Connecting Dots
8 V9 y# Z4 d; @) i
#335,TowerII
Millbourn Market Mall
6 s2 `1 E. ^; i6 p% I1 L7609-Millwoods Road
Edmonton,AB T6K 3L6
1 N# R7 T' [, A! ]3 ?& {: J  A8 d# uPhone # 780-462-6924
" O) d; r2 l- [( E3 ^Fax # 780-466-6594

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