Call centre representative-ATCO

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) Y: T) \2 I* @% @# nassistance to apply for, let us know and we will arrange for an
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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
* A4 W" e. ~: c2 i0 sJob Category:Customer Service / Call Center
+ f3 X" i: M2 P# L& Y2 c5 kPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
- D" `+ \% x# U: t1 fJob Location: Edmonton

DESCRIPTION
& y9 J5 l- u7 t- V+ Y6 E5 N
AMENDED - 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
Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
( b! c( F" [1 X+ a5 X( [2 zShift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.

3 [5 Q1 h* w! {1 h& r+ q( i
. _/ L9 M) A+ }/ Z7 c1 |The Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
5 E. x5 q. b- Pcomplaints received by telephone. This role is responsible for
1 U2 Y! w$ `( \6 ?% k2 s" X! Tdelivering
( \: q" [' C- ?( @2 [- K# i( Texcellent customer services by focusing on first call resolution.



% V7 [$ @) ]: E$ N( S7 `/ A1 K) c% d9 nThe 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
for
scheduling purposes. Work schedule will fluctuate.

2 b7 d! J4 p5 u2 b  L+ l  O

This position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

2 f" n+ @' g3 I5 G& j1 u) \RESPONSIBILITIES

# i: X" e3 v  f% p3 v- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
5 j' U2 w/ K7 M& g( vaccount/service
! u8 |. A% Q; p. o' j! F2 f' c9 O( @inquires.
- Solve a wide range of customer issues in a dynamic, high volume
9 `$ n7 n5 g8 a: v" o, |and
5 v( L6 w* s9 |' g- dfast-paced environment using initiative, creativity and
! o& v- {6 [+ E) @2 X8 M% f% bdecision-making
5 R7 ?( O) B% f6 yskills.
: u5 s! P: y! R) A. p* B- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
+ b8 M" K8 j1 w1 \  g' q( b- Investigate, analyze and respond to inquiries concerning billed
# N# Y* E- W. \9 A  p8 zamounts, account status and receipt of payments.
. d; K; q# `1 r$ v& l$ o0 a$ D- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
3 r* y! b! g( R7 s6 u- Respond to emergency customer service calls in potentially
# Q* x8 t) M' H# m: R, ]- e/ Mlife-threatening situations.
! [# P0 w$ ?) u6 `. `- [) a0 \2 f, A1 d0 B- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
: A: ^  |4 S; Y/ L7 Qcompliance
plan.
- r, O; |9 P! X) [( ]
8 W8 i" W9 I/ H* O4 zQUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
& A/ P9 |3 y4 n: ?- Successfully complete the Call Centre Simulation Assessment(s)
4 K8 X8 d8 F+ [& `* l- z5 N- Proficient skills in PC office applications (i.e. MS Word) and a
+ y. G/ v0 m: |; V3 ]' Y) O# `working knowledge of Windows XP.
0 s0 \3 y5 H# Z, P" j- Proficient keyboarding skills.
- Call Centre experience desirable.
5 t4 B- f( v: ?' H9 H4 W- Demonstrated reliability and ability to work rotating shifts.
. F, t& v% \9 M3 B- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
- c# \: ]) i+ a% _/ q. {- Positive interpersonal skills to thrive in team orientated
5 p! _1 R2 `8 J- [: _environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
3 H$ L* d3 j, m* {. A- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
confidential information.
8 ^: {" \/ g/ H3 l& K- Clear Criminal Record Check.

# I' `* P8 f) a* i' wGood luck,

4 U" u& e2 u! q! l' [& E4 H5 IKaruna Bhavsar

Welcome Centre
Supporting Aspirations Connecting Dots
4 x7 @. [0 D$ C3 e! c8 L6 \
#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
/ f/ e/ ]5 o/ W. }( SPhone # 780-462-6924
; I$ s* S3 r/ r# qFax # 780-466-6594

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