Call centre representative-ATCO

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  J8 q2 T; _: J* O0 D* B' uappointment with one of the counselor.

3 H: u, d, |& `0 ULevel II - Call Centre Representatives (Permanent)
! f. C, @1 o3 K4 x5 HCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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DESCRIPTION
: \9 a- m! h) K/ x5 t( @) A
AMENDED - April 26, 2011
/ _' K8 R( {7 U+ t' fATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
) O/ O0 c9 X- @" d% [Call Centre located downtown Edmonton . The pay range is from $14.83 -
# ^# j" }( s. T0 i. ~1 |! @3 ?$ 18.83 per hour.
+ e) M8 k" \3 w  yShift Differential: additional $0.80 per hour for hours worked on
/ c4 @8 B; i: jSaturday, and $0.96 per hour for hours worked after 5:00 pm.


+ b5 n( T' w9 G/ c2 g, jThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
1 I$ y5 L- N/ Y7 O$ V# s7 ccomplaints received by telephone. This role is responsible for
( a: S5 G0 f& U# k0 E* W6 M8 h& Ndelivering
8 D! P4 f* y/ j& @4 z) f' aexcellent customer services by focusing on first call resolution.


9 I6 u: g) F+ V* E' B
. O1 V4 Z" R5 `2 ~The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
8 ^; @/ }. Z6 {/ i8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
, J) s6 j) q6 w$ C, ?Centre employees must be available to work all hours of the Call Centre
- v+ V' t2 Z; ifor
' e/ U# g- w' L: rscheduling purposes. Work schedule will fluctuate.
- ~! b& D: ^" \) y1 W

* ^8 \* @  O' C" Q' N
; r! C8 `( s% f" _; x% }# Z; ^This position is administered under the Canadian Energy Workers
! m9 Q. M4 r. lAssociation
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES
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; N2 m: v: ?6 e- Responsibilities included but are not limited to:
8 {5 w3 j- P1 {# s# ~  i- Respond to customer residential, commercial and rural
0 O- y. H& r& g8 @+ Waccount/service
inquires.
6 U1 S# f) a9 |5 P% w  W- Solve a wide range of customer issues in a dynamic, high volume
and
: `- r1 ^* ]0 x) y; afast-paced environment using initiative, creativity and
! i- B5 z1 D0 _- @( Ldecision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
% A# @+ f& t/ x* @9 y6 Q- Provide information to customers relating to energy management.
* [% H/ F; r$ P- Calculate customer bills by performing complex rate calculations
8 C! ^/ v, w. C. ?+ E6 |while
% _. Q; E: H, b! G' `4 lusing a thorough knowledge of various rate structures.
2 Z* u; r$ k# b7 e- Explain customer bills to a diverse audience.
4 V) }: M; C* q8 y* [; |- Investigate, analyze and respond to inquiries concerning billed
. i& b+ B. I" a+ ?+ z1 Q) famounts, account status and receipt of payments.
- Process customer account information in a measured real time
& d6 x  x( }9 a# b, W& g! C) q1 aenvironment.
- Provide caring customer service to all customers.
; ~, G5 [- `9 E( E1 C- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
2 Y9 ^) C) s$ @1 W' N9 V( h4 klife-threatening situations.
2 o3 D! o0 j% |" l6 R- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
  R  N' v. `; K! q- K% t- C4 g4 [compliance
9 s( ~4 b- ?% v7 G3 y  K* nplan.

QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
/ _& r3 f) ~- b4 |3 J0 w- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
8 R. ]# H. Z! S) eworking knowledge of Windows XP.
, r3 x* d) \1 {2 H  D' E. ^- Proficient keyboarding skills.
' i9 r$ i3 s6 \& D  \- Call Centre experience desirable.
  `: j8 K6 g/ ]  _) `6 g$ B- Demonstrated reliability and ability to work rotating shifts.
# A0 {  X! g8 x+ S7 B7 s- Effective professional written and English verbal communication
skills.
7 e+ {$ r7 X1 l- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
( F, O5 H- O' o* V- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
4 ^' h2 m3 g3 q. m/ f  G8 R- Ability to apply appropriate judgment in the management of
confidential information.
- Clear Criminal Record Check.
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Good luck,

Karuna Bhavsar

+ _0 i0 }# ?; [0 M( z( }' ]Welcome Centre
Supporting Aspirations Connecting Dots

7 Y: C3 _6 I( a, L+ [+ i  F- k# T#335,TowerII
& H+ R9 `2 A) gMillbourn Market Mall
8 v6 l2 r  `7 M8 Y7609-Millwoods Road
6 K2 ^) h! Q+ m: eEdmonton,AB T6K 3L6
' L. a7 |2 o' e2 Q6 D4 uPhone # 780-462-6924
. F" w" ]+ D( iFax # 780-466-6594

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