Call centre representative-ATCO

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: @9 b; A% o; \: vassistance to apply for, let us know and we will arrange for an
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8 N- Y# x* ]2 l4 l3 K4 N, ]" V0 lLevel II - Call Centre Representatives (Permanent)
1 B, k* S8 d4 ]% n' [) a  z5 OCompetition Number: 65A11 16
* U; r  K+ ?0 ?0 b% OJob Category:Customer Service / Call Center
7 f, f$ p5 P6 M6 D+ y7 O/ XPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION

! v+ J- m1 D! v% bAMENDED - April 26, 2011
, K8 e% A# Y* N- g1 n) [ATCO I-Tek is currently recruiting qualified permanent part-time
- b6 B$ |3 q  \- [: I+ P(16-30) hours per week, Call Centre Representatives to work in the
. s" [, l$ j% [3 X. g5 @Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
+ F  [* I3 [2 ]5 kShift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.


1 H; b- T0 v+ BThe Level II – Call Centre Representative assists customers by
- G4 g0 `6 v* [$ C) qresponding to
residential, commercial and rural account and/or service inquiries or
$ M3 j* {# w1 t+ G$ r. wcomplaints received by telephone. This role is responsible for
delivering
4 j, m4 u/ _! _$ F0 A7 Texcellent customer services by focusing on first call resolution.
$ U+ }/ u+ X* q* D( X* E/ I/ J/ F

* O1 {( E2 s2 v
The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
0 @  F; X% V$ r% Y) M8:00 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
; x+ x# s9 Q7 x) [$ x0 D1 ^scheduling purposes. Work schedule will fluctuate.

* [" g" M6 `. C  R8 @- \* N  m) W1 Y
* ?/ ^9 X% C5 h( S* n
This position is administered under the Canadian Energy Workers
, o! ^% A# Z# f1 _" W  AAssociation
) M# l1 e8 T, O; XCollective Agreement, Job Posting provisions.

RESPONSIBILITIES
% v6 p% q: y" N9 Q1 n( A+ K/ {
8 C! f% a- i1 H: u  T) s- Responsibilities included but are not limited to:
6 Q# ^; S3 }6 r7 e( k+ q) Y* k0 z- Respond to customer residential, commercial and rural
: C6 w/ B+ u0 B( D7 taccount/service
/ v5 ^7 N- ~! Y5 H- c6 ?inquires.
- Solve a wide range of customer issues in a dynamic, high volume
  z& O0 K. y2 \: }* ~& ~+ Z$ Oand
3 f6 p5 U6 L; ?& |/ X# Vfast-paced environment using initiative, creativity and
1 S% z# o* Q/ j- Z- Idecision-making
skills.
, h' q. f, J) ^% J9 q, u- Up sell, Cross sell and retain customers is mandatory.
" {% s" I  m3 Q0 U( B, `* S8 Q- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
' k6 B, f* G8 P' S$ X- G" u7 Zwhile
using a thorough knowledge of various rate structures.
# r% @7 Z- Y, B8 a/ s- Explain customer bills to a diverse audience.
2 E( H& ]; _4 V+ I- Investigate, analyze and respond to inquiries concerning billed
: g3 A. Y1 ~% T, N4 M- eamounts, account status and receipt of payments.
& J3 B# ]2 z1 n# A8 W+ a7 ^- Process customer account information in a measured real time
. `" l# b" ^  Q0 senvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
# T% E" U4 y: p/ I7 vplan.

+ l& [- B! e: ~# i5 U2 |) FQUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
) h5 D: j1 a' }3 F) b; Uprovide
4 h: W) x7 D8 r( u2 v- [proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
) d6 Q9 F) L' p# Y- J; A( w3 oworking knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
! K. ?( C; N% U. I, j8 }- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
* j3 P' p6 ]  gskills.
- Flexibility to perform in a dynamic work environment.
) y  Q% U% P' R0 _- s- Positive interpersonal skills to thrive in team orientated
' w( p  A& c4 I2 [environment!
$ U' K0 f8 v4 X0 w0 [0 o- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
6 D2 G! n% a+ l" z, [3 N( e' R2 Vconfidential information.
6 `" H& r1 D' }% h: H$ w# R- Clear Criminal Record Check.

! @) X) H' O8 b) q6 t1 }Good luck,
& }1 @" H! [' L: ?0 z2 T
$ I/ M# g4 e6 p6 aKaruna Bhavsar

Welcome Centre
Supporting Aspirations Connecting Dots
, N& S8 d  m+ j
#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
  e6 C2 I' [& yEdmonton,AB T6K 3L6
: O$ p8 @  W* C' wPhone # 780-462-6924
8 y" W5 V4 Q+ F$ [Fax # 780-466-6594

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