Call centre representative-ATCO

又见炊烟

If you think it matches with your skills and experience and you need
- v3 x( _; @& B$ g4 l6 Gassistance to apply for, let us know and we will arrange for an
# n: t' e1 y$ F5 Xappointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
. C1 q) N- T3 K5 ^2 L$ S9 F7 BCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
- F/ y1 Q6 w: {Closing Date:5/31/2011 4:30:00 PM
- h3 o: `' W6 B( e3 FJob Location: Edmonton

DESCRIPTION
. X+ O* t) y8 ?8 J$ d4 o6 ~& w! w; P+ a% Y
* `+ B* `- u# J( \1 F" s, IAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
+ B7 N* Z( C3 M  j  p; K(16-30) hours per week, Call Centre Representatives to work in the
0 _3 k  a$ {* U1 |+ W) C3 u5 oCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
' r$ C" j  P7 r/ }, Z! PSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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, G$ R1 B: |$ Z7 CThe Level II – Call Centre Representative assists customers by
0 W( R& d9 Q: w4 k2 `responding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
8 {4 }, E& W& m2 odelivering
0 k5 F+ }5 h$ Yexcellent customer services by focusing on first call resolution.

, q8 O; w$ l$ i( S$ l
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" ^! F0 }0 ?) A- k! r. t9 WThe 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
6 D3 j; D! X; FCentre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.



This position is administered under the Canadian Energy Workers
2 F3 M4 J; V* [- N( E* Z7 VAssociation
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES
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- Responsibilities included but are not limited to:
5 ~: g  g' M9 F- Respond to customer residential, commercial and rural
account/service
inquires.
0 S0 m8 n0 z' Q7 w! U& S- Solve a wide range of customer issues in a dynamic, high volume
) p' _3 [. O% R) V' w. d! q: q4 Aand
fast-paced environment using initiative, creativity and
6 a7 m4 G2 f9 W: }7 x) @4 k) Xdecision-making
1 W+ m! b7 T. f1 t4 ^) b4 rskills.
- Up sell, Cross sell and retain customers is mandatory.
: u9 H; ]! o6 O- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
8 k# H" ?) j( L& F; Vusing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
) F9 ~% L0 q" ?- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
1 ]; U/ |5 A6 ^) v% ~% ?- Process customer account information in a measured real time
" \, a: C3 h3 w! e! w* V) Renvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
( a8 e4 G' G, ^; Z7 o1 Jcustomers.
- Respond to emergency customer service calls in potentially
; z% r. H. Z/ Q5 p: A0 Slife-threatening situations.
- Work with minimum supervision.
1 G* I" r. _1 p2 B% C( q- Understand and abide by governing legislation, codes and
compliance
plan.
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& K: J2 n" Q# bQUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
' X2 U3 a! e  K3 \! P  L# g4 zprovide
5 I9 Z( G; m& y& |proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- I( I; Z5 j9 t" K& i* \0 v- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
1 e4 `% q* v2 d7 [- Proficient keyboarding skills.
( o6 m0 ^) _1 ]0 i2 X( M- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
0 Z8 _+ f  P# j: m% |- Effective professional written and English verbal communication
: d* z3 d8 Y" W! h" wskills.
" Q) ]7 A5 q# }( N% M( w* x- Flexibility to perform in a dynamic work environment.
  U: @9 A+ E  t0 `; k- Positive interpersonal skills to thrive in team orientated
environment!
- O0 I" a3 V- W6 [- Accurate and attentive to detail. Strong mathematical aptitude.
2 b  R0 Y! X9 [& Q$ O' {# B) `; m4 Z- Demonstrated ability to work as a contributing team member.
6 Q; d( L& T$ T3 F# D5 }- Ability to apply appropriate judgment in the management of
& P" {9 y- L2 f7 i% O& Aconfidential information.
7 z3 C( y# t8 ]) b- Clear Criminal Record Check.
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- H( h. A* ?* d9 gGood luck,

7 l  r$ U/ R; ~0 Y9 c9 hKaruna Bhavsar
1 Z& l2 \! W4 I' d0 h: u6 e
( M  g- E) f! w. NWelcome Centre
! K+ Y: Y& d; o+ V$ S+ w! SSupporting Aspirations Connecting Dots

& }" U8 p6 f# r# d% B% C& {#335,TowerII
Millbourn Market Mall
- D# j( p: E5 X$ f- u7609-Millwoods Road
0 I0 \/ Q3 o$ ], GEdmonton,AB T6K 3L6
Phone # 780-462-6924
5 F$ X4 W  x! {+ ^: I: f. PFax # 780-466-6594

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