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If you think it matches with your skills and experience and you need% j0 x0 \7 j6 C
assistance to apply for, let us know and we will arrange for an P9 [9 g4 D! t
appointment with one of the counselor. 7 N) ^% G$ u" i) M8 F, T. G0 a
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Level II - Call Centre Representatives (Permanent)
9 Y) p/ }# V+ H) G, S# yCompetition Number: 65A11 16/ |) Y" d0 X/ T2 r. x& _
Job Category:Customer Service / Call Center * {" }1 \5 }# N4 H1 s9 \* j
Posting Date: 4/7/20112:13:00 PM
" Y# H" S5 G) G+ u7 f7 d/ D cClosing Date:5/31/2011 4:30:00 PM
5 H( j: z* l8 ]8 j" @% KJob Location: Edmonton, U" c9 i( Z) R# X
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DESCRIPTION$ H4 z( z( Z9 W2 y) w
% l* a' B6 r% R3 l* H( k" _8 n HAMENDED - April 26, 2011
. z! y- g, t( c( ~2 CATCO I-Tek is currently recruiting qualified permanent part-time
( i" M' B! q2 K1 S) b(16-30) hours per week, Call Centre Representatives to work in the
" i8 F+ |3 c& HCall Centre located downtown Edmonton . The pay range is from $14.83 -
2 {1 G. [4 d, X$ 18.83 per hour.
1 L. K7 S3 M$ a) K; f. r$ cShift Differential: additional $0.80 per hour for hours worked on3 N6 c! q# b# K( J
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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g# b7 }# z' s) e3 d# @0 qThe Level II – Call Centre Representative assists customers by6 E5 S" Q% M$ G' \" ?, v+ F- D( b
responding to1 ^" x- r3 p" C z
residential, commercial and rural account and/or service inquiries or2 R0 D9 u2 \4 P9 l
complaints received by telephone. This role is responsible for
( r' Y8 `" _; y: Y' _& Ldelivering; |" U1 D! [3 `; C9 k( i- {& Q
excellent customer services by focusing on first call resolution.
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: ?# a7 }# g8 G1 _ h# ?' PThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and, b! I ~$ J% u- A
Saturday
: q' [% I) g+ a8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call3 K% x1 ^- V) @) z% r
Centre employees must be available to work all hours of the Call Centre/ `7 b% D5 ^$ ?* j2 c
for
. o; J* L1 t1 b( P& J# }! wscheduling purposes. Work schedule will fluctuate.
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! g# n+ L d6 c2 A" Z7 z- R/ BThis position is administered under the Canadian Energy Workers/ ?$ W! S5 r% X& n
Association9 @/ d9 H% ~' c. f6 q5 H- X. T8 o
Collective Agreement, Job Posting provisions.
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# l* i/ g' K- J: oRESPONSIBILITIES
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d& \' d6 o. [2 I/ B- Responsibilities included but are not limited to:
$ v( j2 L/ \; f# z8 v+ J; U/ E- Respond to customer residential, commercial and rural, u& Y. c- ?. x& R
account/service
% d s! [. s1 M. k4 ^7 Y' Finquires.
$ Z1 i1 f. b1 ^" t0 F3 S- Solve a wide range of customer issues in a dynamic, high volume
, {) ~! e& U- H4 ~and {9 S! j8 S, E9 D& L6 e
fast-paced environment using initiative, creativity and0 a/ ~& s% ?' |" }* @; l9 q
decision-making! z* a# A$ L( T1 q
skills.
. o4 [% B0 d. b" V1 f- Up sell, Cross sell and retain customers is mandatory. I) Z5 Y1 B3 u! b X: Q3 A. [
- Provide information to customers relating to energy management.3 F% ]! k N+ v! q% X+ Z w
- Calculate customer bills by performing complex rate calculations8 x* {5 H% E# U
while+ w0 D: l, `$ u2 U
using a thorough knowledge of various rate structures.
& X& x+ {% M/ T: y/ \2 E- Explain customer bills to a diverse audience.
% _( \5 o; ?1 M4 p' Z- Investigate, analyze and respond to inquiries concerning billed
4 s( h- t2 V& L2 n* B( ramounts, account status and receipt of payments.: N( C- A% [ O, n' S6 u1 J; j
- Process customer account information in a measured real time
4 _4 {) F8 K8 L9 R/ |3 {& ~environment.) p& L5 k" Z7 g l* ?
- Provide caring customer service to all customers.
) t. Y& y$ v- `: n- Defuse potentially unproductive interactions with irate
6 k5 H8 B# K& P3 t: d' ?) R6 Y& H& acustomers.* c* u7 ?' p [" C& z+ g+ J
- Respond to emergency customer service calls in potentially- \) w( n; B4 U4 k. y
life-threatening situations., r& x \8 z: A6 Z' x; S2 D& I
- Work with minimum supervision.
" N x* _4 v) X. h2 L# X( {5 p- Understand and abide by governing legislation, codes and& Z+ z6 Q$ m! m$ p& u
compliance, R" a. C4 e6 E/ R/ Z [$ D5 I
plan.
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2 B! p" F, F3 y0 i! |3 u; |QUALIFICATIONS- l' f% i/ B. s O
+ ^; D6 b4 @7 |- J- Grade 12 Diploma or equivalent (applicants will be required to
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proof of education)
1 e8 N" S5 D$ `( h5 i- Successfully complete the Call Centre Simulation Assessment(s), g0 c7 [$ O% k7 @
- Proficient skills in PC office applications (i.e. MS Word) and a; P/ ]' @0 f- f- Q
working knowledge of Windows XP.
3 U. U6 g) S) t( T7 h7 z" q4 d- Proficient keyboarding skills." Y0 r/ A6 U- N9 h
- Call Centre experience desirable.7 {7 W [" K K7 N2 I2 X+ }
- Demonstrated reliability and ability to work rotating shifts.
8 c2 ~) ?. J. X* l- `' N9 K7 H- Effective professional written and English verbal communication8 g! _$ ^9 [ s: R7 R9 Y
skills.
+ b- q3 k9 ?: T% z5 z- Flexibility to perform in a dynamic work environment.0 d3 u" E! r; K: A6 n/ S3 w
- Positive interpersonal skills to thrive in team orientated
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, U; P! @" S8 x: ?- Accurate and attentive to detail. Strong mathematical aptitude.2 d6 k2 x4 D6 |6 h7 K
- Demonstrated ability to work as a contributing team member.3 }6 B$ b* @+ h2 }3 G
- Ability to apply appropriate judgment in the management of
- T% p9 g+ R+ `# N8 M+ o+ U% P% H) Wconfidential information.( v4 D6 [& p. P( p
- Clear Criminal Record Check.
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7 r' U: {& c/ A% ` zGood luck,
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* C" w! T5 G* ]$ C& X8 T! sKaruna Bhavsar
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Welcome Centre 7 P' y9 A0 _" l! z z1 |% Q
Supporting Aspirations Connecting Dots
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#335,TowerII $ x' V% O) {( E
Millbourn Market Mall
. q( P$ ?8 O0 u# ^# o7609-Millwoods Road2 x8 Y0 g5 v" @2 @+ q1 ^1 H' e! F: \
Edmonton,AB T6K 3L6" L: P& C9 q/ t: x: H2 X
Phone # 780-462-6924
( w6 |3 z& G' L+ oFax # 780-466-6594 |
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