Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
* U, y) s9 r+ W1 Eassistance to apply for, let us know and we will arrange for an
, O# z5 H1 t4 I# x$ O, O+ [appointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
, p( B! a9 k1 d- JCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
! {: ~; ?* T6 q8 H; E" c4 rPosting Date: 4/7/20112:13:00 PM
0 }4 b( p  w% z$ `1 u& YClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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DESCRIPTION
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7 J9 j0 [/ D1 I: M% \" TAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
3 [8 c8 F4 E! ^0 i" sSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
! R3 d' ~0 b0 W0 W* zcomplaints received by telephone. This role is responsible for
7 H) H: m- ^9 wdelivering
- i0 G/ s# G' S. ^. B: `- |/ `$ h' kexcellent customer services by focusing on first call resolution.


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" A3 M6 l1 q) R, F# x- e" pThe 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
' V5 a% z' |1 u( B: P; w" c9 E8 ?6 yCentre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.

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This position is administered under the Canadian Energy Workers
) N5 V* E2 |) ~3 _! ]Association
Collective Agreement, Job Posting provisions.
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- ^! M# l  Y9 d% t! bRESPONSIBILITIES
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- Responsibilities included but are not limited to:
4 Y' F/ N2 k9 S5 @3 k) ^5 }- Respond to customer residential, commercial and rural
- K/ v2 K8 c- \account/service
. Z' H7 M8 ]6 ~. f. I3 iinquires.
! w$ V& C9 @  t+ u  b( N- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
! d! f' Y5 P" a2 o2 {decision-making
skills.
' h2 E: r$ i! A; m- Up sell, Cross sell and retain customers is mandatory.
5 |0 v+ X# E% b0 `9 d) V- Provide information to customers relating to energy management.
1 T0 D# k& _# o' I! O* X- Calculate customer bills by performing complex rate calculations
' J( c+ N9 y# e+ a6 l  D5 Bwhile
using a thorough knowledge of various rate structures.
& B" ^3 S6 ]+ g* d& T4 m; u- Explain customer bills to a diverse audience.
& ]* H, e( Y- p; U# C! O- Investigate, analyze and respond to inquiries concerning billed
  q7 p9 @' E# H+ n$ wamounts, account status and receipt of payments.
- Process customer account information in a measured real time
, w6 N5 ]0 R0 R9 kenvironment.
8 e& |* [3 k' x$ Q4 o4 J9 p- Provide caring customer service to all customers.
1 N& Q) }" F! U8 s# w- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
" F3 H6 P2 `  H" C3 d5 C! n- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
plan.
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6 O) o0 F9 I3 l; j- eQUALIFICATIONS

  N" R' j( R! ^& _2 l1 g# x" ~- Grade 12 Diploma or equivalent (applicants will be required to
/ N+ F9 {7 _' P8 i' |4 Rprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
  s6 s( z* e7 i2 ^: o# nworking knowledge of Windows XP.
+ ~; }/ `1 B, t( t. K* r# L- Proficient keyboarding skills.
7 j# K7 R1 D) f. }4 E1 ~- Call Centre experience desirable.
0 V. Y2 ?( O4 U5 Z$ M6 @- Q: v- z6 m& M- Demonstrated reliability and ability to work rotating shifts.
4 r# w3 n1 x+ P- Effective professional written and English verbal communication
8 j9 h+ t; p$ s$ F+ Tskills.
- Flexibility to perform in a dynamic work environment.
4 z7 P/ ~% }: l0 n- Positive interpersonal skills to thrive in team orientated
  c3 O2 S( C; Q6 c+ ^4 xenvironment!
. `, k; V- _; F- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
2 A1 e6 {+ O) f& {' u' C2 f2 {- Ability to apply appropriate judgment in the management of
confidential information.
6 D4 \$ ?% a0 ^; D- W- Clear Criminal Record Check.
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Good luck,

Karuna Bhavsar

Welcome Centre
$ O0 `/ G7 ~9 wSupporting Aspirations Connecting Dots
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" d4 s. W7 q- q; P/ L$ F#335,TowerII
3 K2 g$ r1 r9 X# Z2 T& UMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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