Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
7 N4 o: E7 ]! H( |4 iassistance to apply for, let us know and we will arrange for an
; o1 c, l6 q' p& C8 C2 W9 \4 q9 |appointment with one of the counselor.
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5 T$ y4 M% Q( j0 D6 v8 T) }Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
3 ?: e0 l4 q& l/ X: @Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
- O) P9 I2 S. s+ _1 _Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION

% G3 }+ g# G+ |% l  yAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
" x" F( v! w7 O(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
3 e9 \: p5 W+ z4 |3 f+ G# X$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.

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The Level II – Call Centre Representative assists customers by
" i+ Q9 {7 K( \responding to
. G& [" r, U- F4 @) n/ qresidential, commercial and rural account and/or service inquiries or
; r7 C& k  B4 r5 M+ _* Ucomplaints received by telephone. This role is responsible for
& C; u& A. P' _delivering
excellent customer services by focusing on first call resolution.
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% ?8 e+ T6 {8 z2 U- L; EThe 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
5 Q' C4 h& N* ]- J  Qscheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
7 |' b* ^( w& A% L8 ?& k& \: jAssociation
' m+ d3 d- c, q) L, a0 z7 JCollective Agreement, Job Posting provisions.

RESPONSIBILITIES

+ \. g' Z; t* g8 `- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
$ L3 w& o0 p7 W+ [+ e: M$ qaccount/service
# Q! g. o0 @; w( U% M/ vinquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
6 S' {# n3 ]6 v/ {/ Cdecision-making
# _9 L8 Y3 }7 R) r/ E, pskills.
- Up sell, Cross sell and retain customers is mandatory.
4 Z; y2 M6 m# W( ~2 }- Provide information to customers relating to energy management.
0 g( m+ y; I3 d5 b- Calculate customer bills by performing complex rate calculations
6 X" }  V- P" x4 Nwhile
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
7 n6 w; a0 p2 D0 l0 [amounts, account status and receipt of payments.
- Process customer account information in a measured real time
5 y8 Y/ |4 ]' _9 y. K  G$ a' ?+ jenvironment.
) m: c# [2 i, U  ^5 j/ j- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
3 ?1 K  B3 f, n4 Dlife-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
3 n% l/ K5 h# a- hcompliance
plan.
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QUALIFICATIONS
0 W* O/ f+ Y, N9 Z! I$ v- m9 W
- Grade 12 Diploma or equivalent (applicants will be required to
& v. ^! @$ M$ Aprovide
proof of education)
6 r7 b% U; T) i; h- Successfully complete the Call Centre Simulation Assessment(s)
5 I0 W8 P4 W' C- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
2 h9 k# z7 _" I$ S- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
  M; G( |: j) ^/ D- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
8 q( @  V) x& \7 F  ?environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
, ]/ _5 N) s  N0 @% E$ I/ M- Demonstrated ability to work as a contributing team member.
1 r$ e: N- F% T2 c) j- Ability to apply appropriate judgment in the management of
! n0 j! w% l( J: U8 ^) D5 F8 jconfidential information.
4 D8 Z$ }+ A" R+ ~' C8 i- Clear Criminal Record Check.
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Good luck,
) t/ {1 n# r7 c2 j9 `
Karuna Bhavsar
+ L/ r+ w: T6 u) w' f2 n. v  ]
Welcome Centre
Supporting Aspirations Connecting Dots
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( U% a) X" x0 a( a#335,TowerII
  ]  N/ _8 L; b. A8 }4 M7 B/ tMillbourn Market Mall
" s6 v8 W5 I: j3 U' a* o7609-Millwoods Road
Edmonton,AB T6K 3L6
4 T% Z7 I5 t5 xPhone # 780-462-6924
Fax # 780-466-6594

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