Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
$ Y' P3 v9 l" H8 ^6 m* Y& Passistance to apply for, let us know and we will arrange for an
$ }: u/ M3 m% Y7 |7 aappointment with one of the counselor.

& t  B4 O5 A' M5 u3 |5 p9 c7 WLevel II - Call Centre Representatives (Permanent)
4 X* a" H7 r6 Y4 `Competition Number: 65A11 16
6 T" W9 O* `& d9 g& YJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
$ V1 ~6 v6 C$ RClosing Date:5/31/2011 4:30:00 PM
9 A% P1 b* w; t" T- |: C$ qJob Location: Edmonton
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DESCRIPTION

AMENDED - April 26, 2011
) P' Z" C! m5 v% R- QATCO I-Tek is currently recruiting qualified permanent part-time
7 {; I, b+ W, X0 K(16-30) hours per week, Call Centre Representatives to work in the
8 Z9 y4 j3 j5 H) |* G2 F. sCall Centre located downtown Edmonton . The pay range is from $14.83 -
! w! I- I6 {8 ?. H9 ]7 e& V$ 18.83 per hour.
$ L! k/ p0 G. n) AShift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.


The Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
6 k$ Z  y* t2 h  c* hcomplaints received by telephone. This role is responsible for
0 v& ], u: O& [: G* Y% Hdelivering
excellent customer services by focusing on first call resolution.
$ o" J  Y) `8 B2 V, h9 |) z
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2 j9 S, G# C2 w
The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
( a$ H  `+ t1 ^8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
$ G4 \0 e5 \% V, e$ dCentre employees must be available to work all hours of the Call Centre
for
' M( A/ F- X) C3 W6 cscheduling purposes. Work schedule will fluctuate.

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This position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.
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) a/ f& q) @# kRESPONSIBILITIES
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- Responsibilities included but are not limited to:
: s* U' O1 t* Q5 f- Respond to customer residential, commercial and rural
$ z" r  }0 F# ^8 r; ~account/service
inquires.
+ a/ C% J& f3 A( G- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
7 D3 u6 S4 E7 S' {* Qdecision-making
1 Q1 P; b1 o$ o2 b) x) V0 oskills.
* D: ?  R& I% O( X* c- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
2 q! T1 m6 g, H: o9 F" Y- Calculate customer bills by performing complex rate calculations
while
# C$ n9 g0 E; ]/ w2 ]6 z& |using a thorough knowledge of various rate structures.
# n: T. _6 e, Y2 b3 e- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
4 z8 I' X9 N7 U* P( O" y' c- Process customer account information in a measured real time
environment.
( ?( |/ e+ H$ M$ M* ^- Provide caring customer service to all customers.
* P- F0 `" d' D: K, L6 _5 {- Defuse potentially unproductive interactions with irate
/ T3 |0 i3 {; n. L# v3 hcustomers.
- Respond to emergency customer service calls in potentially
. R7 Q$ L5 o8 C& Hlife-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
. r7 ~* W& J. y) {compliance
' @4 u" ^: \+ |plan.

QUALIFICATIONS
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, U4 m* R, M# _- Grade 12 Diploma or equivalent (applicants will be required to
1 a' f' O9 J# lprovide
/ j" a9 ]2 |! ~proof of education)
2 k5 g0 z- [2 T1 R2 K5 Q( s# L4 [- Successfully complete the Call Centre Simulation Assessment(s)
. s& H' V$ O4 d- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
# p' @: @9 O5 T' u* O( s4 x- Proficient keyboarding skills.
- Call Centre experience desirable.
: F' y, Q' K' i- Demonstrated reliability and ability to work rotating shifts.
, J" I' a( \5 i9 O  V% ?+ y  N& j- Effective professional written and English verbal communication
2 P1 l7 i' w- b" Oskills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
3 }$ Q0 _; K/ G* genvironment!
8 C( s0 S% z- _- v, N5 r% L0 }; ?- Accurate and attentive to detail. Strong mathematical aptitude.
5 M6 e( H9 z& i; Z. l- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
5 l0 D  W! i) s5 E- m* ?% sconfidential information.
/ h2 i' P# s4 m" N- Clear Criminal Record Check.

# u+ F0 v  r5 m5 L1 @: UGood luck,

; J, L6 X( ~% e7 e2 s9 O; ?9 _Karuna Bhavsar

& u$ Q& Q# h4 G5 y9 m# {Welcome Centre
* v7 P, z6 D, o+ ~Supporting Aspirations Connecting Dots

, g, k7 d  ]- @+ r7 N#335,TowerII
Millbourn Market Mall
1 D* a) ?& V0 e$ b7609-Millwoods Road
8 S/ i2 h& d  E' _% _2 T2 GEdmonton,AB T6K 3L6
9 T: `6 V* c9 p8 V$ _) P4 OPhone # 780-462-6924
Fax # 780-466-6594

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