Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
  |; P$ T: S1 A! _8 |. aClosing Date:5/31/2011 4:30:00 PM
+ i; s: Z! \7 J0 I# |/ hJob Location: Edmonton

( N, s% K- x' z" D0 o5 CDESCRIPTION
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# G% ]+ |6 ~% B: ^; XAMENDED - 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
3 }4 w% q9 n. E: y8 e3 UCall 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
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
5 V& l% L' [6 V8 }6 P3 Gresponding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.


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( u1 D9 \3 \2 c% _The 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
scheduling purposes. Work schedule will fluctuate.
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8 T. v0 Z& d3 M9 H( h  c1 _
1 F4 F0 j5 H! @- a0 oThis position is administered under the Canadian Energy Workers
Association
; c+ F7 N+ b1 q0 @$ y4 A+ m  ~4 OCollective Agreement, Job Posting provisions.

8 s' ~) D$ A- bRESPONSIBILITIES

- Responsibilities included but are not limited to:
3 L7 Q2 C6 A8 G: ?2 x7 E- Respond to customer residential, commercial and rural
1 L+ n9 c0 e; Q8 I. haccount/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
2 Z2 U( P. ^+ v4 aand
fast-paced environment using initiative, creativity and
4 e! ^! {4 ^) f; xdecision-making
! ]1 ~' o' p/ g9 c5 T, h6 kskills.
- Up sell, Cross sell and retain customers is mandatory.
3 o2 t$ m; Z+ [6 ^; ^( E* X, a- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
$ z8 K! W0 U* f- N; iwhile
using a thorough knowledge of various rate structures.
% S! Z; I8 U* h) Z5 v, C- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, 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
customers.
5 g& t' X& ]# n% X3 z- Respond to emergency customer service calls in potentially
life-threatening situations.
8 V1 f  @% B& j6 E* \7 `- Work with minimum supervision.
7 T. b3 j+ e4 L; x1 G- Understand and abide by governing legislation, codes and
compliance
- Q$ w) H# y' u  s' Lplan.

) E! w. x6 D9 @( z( G' V" e7 oQUALIFICATIONS

5 _" ]9 A* h& l" _8 z- Grade 12 Diploma or equivalent (applicants will be required to
( [  @( G4 L" sprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
: x" g0 v* j" n" f5 C3 @. Q+ I* U* nworking knowledge of Windows XP.
- Proficient keyboarding skills.
; D* f1 t, a2 K, M8 K1 ~$ J- Call Centre experience desirable.
* v7 b- c7 Z( G) Y- Demonstrated reliability and ability to work rotating shifts.
$ W3 h+ N, U5 s$ j0 O% g! W* |- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
+ q5 O5 M% p1 b( B/ q' s% b- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
confidential information.
- Clear Criminal Record Check.
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Good luck,

( @2 X6 o; ?; }  A2 r6 L  SKaruna Bhavsar
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5 |  n5 T: y% K5 ~1 SWelcome Centre
+ ]8 D' ]6 O/ {6 f+ V+ lSupporting Aspirations Connecting Dots

# }4 h- B* P* k  Y" u  ?#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
8 {6 C, S# _  h: X; T& x3 a$ I: LFax # 780-466-6594

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