Call centre representative-ATCO

又见炊烟

If you think it matches with your skills and experience and you need
6 S6 U5 I' K2 ?assistance to apply for, let us know and we will arrange for an
. S+ Y5 ?( a7 N3 a, O, Zappointment with one of the counselor.
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8 W8 t9 e, Q) R; \8 w( }* v) ~Level II - Call Centre Representatives (Permanent)
1 j$ m- ]+ m5 |$ |Competition Number: 65A11 16
8 G) L2 c, U% S; {Job Category:Customer Service / Call Center
+ k& S( ]2 v: Q; L: b$ \. C2 C2 }Posting Date: 4/7/20112:13:00 PM
  d$ E& K1 {! G: p) x; t# ZClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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DESCRIPTION

4 F0 F8 X% p# W* LAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
$ |% A6 w; B# X- I7 ^(16-30) hours per week, Call Centre Representatives to work in the
: Z+ t4 }! Z+ w/ m" Z# GCall Centre located downtown Edmonton . The pay range is from $14.83 -
  a: y/ Z6 V* G! _$ w; H$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
9 B& Y/ e6 K4 J: n4 PSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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$ Q4 {7 W6 T$ n$ {The Level II – Call Centre Representative assists customers by
responding to
; u) K4 s5 S9 n9 k! G& Dresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
' w5 f6 z- p0 O2 O& e6 v, Udelivering
excellent customer services by focusing on first call resolution.
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1 o/ G9 ]( c+ F* R/ vThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
# F$ ^4 ^  N0 {4 U! Y9 @- L0 ]/ k- _: iSaturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
) ~( s3 B" B  q* ]+ H" B/ |Centre employees must be available to work all hours of the Call Centre
" ^( c- H5 }; S9 D- `for
scheduling purposes. Work schedule will fluctuate.

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/ D. x$ F6 S( O) u8 s8 yThis position is administered under the Canadian Energy Workers
/ |+ O9 n* m8 L0 a/ k( g: v- SAssociation
: P( r1 f" q2 ?( ACollective Agreement, Job Posting provisions.
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8 T7 P/ `7 D/ T+ y" D& e  kRESPONSIBILITIES

- Responsibilities included but are not limited to:
" O! ?/ b$ a. t) r% h- Respond to customer residential, commercial and rural
/ R8 G& h0 Y3 g4 q! C3 Y+ zaccount/service
, v7 v8 b+ l9 s# J( dinquires.
3 w1 ?! q: d9 _& ^# G- Solve a wide range of customer issues in a dynamic, high volume
( o4 N9 V/ Z! }# |: Wand
fast-paced environment using initiative, creativity and
decision-making
skills.
& H5 k( A; R4 U" T- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
3 T5 }+ I) M4 l1 \' t- Calculate customer bills by performing complex rate calculations
0 V, x) r6 M- Y/ }while
8 I. @- A& R& P7 R" Wusing a thorough knowledge of various rate structures.
4 `+ C- T6 s- Q7 P( n3 r- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
' N0 m, f9 k9 r+ r* damounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
9 T! p/ m$ T& Ccustomers.
  M- G* |4 K& A7 n+ X+ N" `' s- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
" }) w4 @8 G+ v4 n! u- Understand and abide by governing legislation, codes and
1 U0 C% p: X6 g4 ?9 qcompliance
$ J' z) x8 I7 V+ qplan.
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1 P6 D3 ^( A- ?; _8 F# xQUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
; u, {3 h( s9 K( W. ~provide
- A7 d7 z! m7 H7 e  d- ?proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
( X# |$ K  f: S# Z6 b) |7 t" \working knowledge of Windows XP.
- Proficient keyboarding skills.
, \# J5 _7 L1 _1 t5 s- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
6 j* D8 Y2 t" c, _8 J& A0 y  zenvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
% b$ _. \; K  X3 T: A. c- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
7 a$ B6 f2 E8 [) k* x1 @confidential information.
, Z9 V% E2 @$ t/ C- Clear Criminal Record Check.

Good luck,

/ s* Q5 f8 P" Z3 G+ c" Q7 NKaruna Bhavsar

Welcome Centre
Supporting Aspirations Connecting Dots
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#335,TowerII
) `& k& m) F# W+ c9 k, WMillbourn Market Mall
; e* L/ c! V' v, m7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
; M0 F3 [- y& ?4 I& b. [: h% ^Fax # 780-466-6594

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