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If you think it matches with your skills and experience and you need5 M3 V8 p% I# Q
assistance to apply for, let us know and we will arrange for an/ }7 y) t0 L0 [ ?. n% K
appointment with one of the counselor. ) `- r, p* ~! \6 c
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Level II - Call Centre Representatives (Permanent) 6 K4 S# I0 e7 Q- I# S
Competition Number: 65A11 162 X* s& w0 M: X$ M* M* @4 H
Job Category:Customer Service / Call Center
; z' V b4 z5 Z$ \+ d7 r2 A. VPosting Date: 4/7/20112:13:00 PM
0 i/ H3 S9 I" k I# FClosing Date:5/31/2011 4:30:00 PM
% V3 E( \& J1 s$ qJob Location: Edmonton E6 f( r M0 a! N$ f2 Z4 }4 ]& L
% L. J. F$ M' B6 x/ J! B" O: fDESCRIPTION
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2 D7 c7 }/ k6 ~ PAMENDED - April 26, 2011
. e% v5 i1 L4 ]" o" b! j/ zATCO I-Tek is currently recruiting qualified permanent part-time
- I1 z5 ]1 Z/ \5 p' Y(16-30) hours per week, Call Centre Representatives to work in the
' s. e+ W+ `1 v8 O" L6 fCall Centre located downtown Edmonton . The pay range is from $14.83 -
D8 q& K! _1 e$ 18.83 per hour. - S3 ?. P" E2 t4 D. I: V
Shift Differential: additional $0.80 per hour for hours worked on- ]; d8 I3 G& ]7 o; ^6 ^- M) w
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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# [$ l" C2 G4 p% o/ yThe Level II – Call Centre Representative assists customers by1 q9 G5 ^( s6 }3 g9 o. N1 T
responding to
1 u& s+ N5 o+ iresidential, commercial and rural account and/or service inquiries or
0 H8 }+ r7 Z- mcomplaints received by telephone. This role is responsible for# F! e! {# P- F' w( ]' S
delivering9 O) M+ x' V/ J) y
excellent customer services by focusing on first call resolution." {: n1 Q. d1 `' E, ~0 s+ [ b% \
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
& k' ~7 I# D+ v+ B" j! QSaturday# Q! q6 Y" W3 m& U0 s: W; D
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call: ?8 N0 n' P' B, X2 @3 ]
Centre employees must be available to work all hours of the Call Centre
$ a% _1 | R/ E* S8 H8 y0 l0 c: @* Efor
# b+ [ _2 ?# @3 d% ]scheduling purposes. Work schedule will fluctuate.5 g- Q/ F5 z. S; F
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This position is administered under the Canadian Energy Workers
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Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES5 M2 N% k7 a! }, H0 E
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- Responsibilities included but are not limited to:
7 ]9 x0 U1 g, `+ Z" I- Respond to customer residential, commercial and rural5 i W: h6 g2 S1 L6 w* D( ]
account/service
3 l/ \+ i8 d3 D$ u+ t, V) zinquires.
* e6 a; n/ \( H* @- Solve a wide range of customer issues in a dynamic, high volume' T! }0 Q! U+ c; T
and2 h, b1 J3 D' G/ ~9 K
fast-paced environment using initiative, creativity and
1 P6 [& @* ?6 {; c7 p# a0 G5 I. q {% a) sdecision-making
1 i" Z7 `9 U3 w# w0 D: [skills.
3 d2 x# v$ I. K9 x/ T3 c* {5 {- Up sell, Cross sell and retain customers is mandatory.3 B" g3 t8 h" y7 H8 G y
- Provide information to customers relating to energy management.' Q' ~% ~* l, G' @$ H+ a( v+ x
- Calculate customer bills by performing complex rate calculations
7 z3 a& j0 Q# x' r( |* \while
7 |5 _( U( A) B9 B( j; u2 i5 fusing a thorough knowledge of various rate structures. Q) X) M" P: A" ~
- Explain customer bills to a diverse audience.
; V/ u. ^" G K$ S8 w/ @5 c- Investigate, analyze and respond to inquiries concerning billed
0 O: e. ?! E3 T. H3 }4 `amounts, account status and receipt of payments.# F& d6 _1 f$ I9 p+ M
- Process customer account information in a measured real time9 g- v y) B l9 M
environment.
9 J) q- O: c( S5 G+ h t- Provide caring customer service to all customers.
! m% o0 t. |5 G/ F2 T6 \# B {- Defuse potentially unproductive interactions with irate
" l9 c5 T% j: `7 rcustomers.2 V5 C# o: Q5 D5 m
- Respond to emergency customer service calls in potentially; ?. _1 M+ v0 ~' @, X
life-threatening situations.* h% H& N5 G/ i3 ~& H; L
- Work with minimum supervision.+ J4 a8 M" ~- s2 O, `9 {* ]
- Understand and abide by governing legislation, codes and
2 T% r9 @6 W6 ~- j1 u3 p" vcompliance2 H2 D: @8 L) b, i% U: g" b9 a/ B
plan.+ P" M, |! A* ^; o2 S
& X/ w# u, U* f: V3 ^+ ^* ]QUALIFICATIONS
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7 b- O" \+ e5 N: W/ x- Grade 12 Diploma or equivalent (applicants will be required to
, F9 s, F0 i! ^provide
4 ?7 a& h; s5 {7 ~# P6 y; Kproof of education)- `, f- D( ?8 T( _
- Successfully complete the Call Centre Simulation Assessment(s)) d. ^, V4 v6 b/ `/ L/ J0 I$ W" B
- Proficient skills in PC office applications (i.e. MS Word) and a; a' [& Q, p; M. E' N' O8 j
working knowledge of Windows XP.
8 h. T* r, A# y- Proficient keyboarding skills. b/ i& e( O* f; M2 i; J
- Call Centre experience desirable.& ?6 L2 I [* \' v7 x
- Demonstrated reliability and ability to work rotating shifts.
: G/ M: `' z1 Y7 a$ O/ B- Effective professional written and English verbal communication: r/ I. n: V4 T
skills." | k2 t' l6 D- o$ u, H
- Flexibility to perform in a dynamic work environment.$ R; c; u5 u) I: F/ Y
- Positive interpersonal skills to thrive in team orientated* k- v8 O }5 [( [3 I
environment!
9 x- X( a! b' A; x- Accurate and attentive to detail. Strong mathematical aptitude. c& N( ^9 f$ W
- Demonstrated ability to work as a contributing team member.
% j' U! w; S0 Z H2 r9 \- Ability to apply appropriate judgment in the management of7 b7 J9 D& z( F" g
confidential information.$ f- Y1 d* l# k0 d4 ` c
- Clear Criminal Record Check.
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3 K; j( J) m& U+ FGood luck,- K9 P6 T; |8 s$ h! |" e6 X; i
7 K4 h3 I, x+ w: VKaruna Bhavsar; |% V' F& f1 o/ }
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Welcome Centre + J3 j; Z* E& P! }& _' B) v! ?
Supporting Aspirations Connecting Dots$ x& T4 g: R l, A
9 C9 W( y/ Y3 ]/ q#335,TowerII & Y* e* E0 s2 s+ Y- ^
Millbourn Market Mall$ f) V0 r' }7 S
7609-Millwoods Road) [. G5 x. i" I9 y
Edmonton,AB T6K 3L6
. h3 V& U2 z$ H2 SPhone # 780-462-6924
& M3 [0 `( P' ]' c; d+ zFax # 780-466-6594 |
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