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If you think it matches with your skills and experience and you need
/ H: @+ n( ?! Jassistance to apply for, let us know and we will arrange for an% Z0 w g* W1 Q, ]# p& g
appointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent) - q( s$ a0 E' q/ X0 J: P
Competition Number: 65A11 163 I; R5 d6 H5 |8 l
Job Category:Customer Service / Call Center
2 ~) [8 S8 M- U: \& o$ LPosting Date: 4/7/20112:13:00 PM4 l, k; l* v. [! o) V/ q# `; Y
Closing Date:5/31/2011 4:30:00 PM & h8 ], W7 g( n4 t' I0 Z+ U
Job Location: Edmonton- l+ Z3 T! D& ?$ z
U! G3 T* t. @* J# CDESCRIPTION3 _, B4 ?; ^9 ?/ b
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AMENDED - April 26, 2011* G5 K F( p3 T1 v2 J6 x. }
ATCO I-Tek is currently recruiting qualified permanent part-time; U6 j, u0 P5 N& k+ W5 k
(16-30) hours per week, Call Centre Representatives to work in the
% O" q- H+ Z, U8 z7 eCall Centre located downtown Edmonton . The pay range is from $14.83 -; k- E# H1 M# a, ~' q
$ 18.83 per hour.
; T6 S) R" `3 ~1 J8 \5 H/ pShift Differential: additional $0.80 per hour for hours worked on7 ~- f; l4 T1 q' }( b* k2 S
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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# E7 d/ Q. H2 G( ]! i HThe Level II – Call Centre Representative assists customers by/ @7 Y/ d! [) |: G
responding to
8 t" ]6 w. Y0 U* U$ i- Lresidential, commercial and rural account and/or service inquiries or
/ i6 o3 k) o9 d8 Q; p# Ocomplaints received by telephone. This role is responsible for
5 D! l/ i9 ~+ X. V1 Ldelivering, Z$ u: t$ }% Y ]9 |
excellent customer services by focusing on first call resolution.
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1 ~# N) U, X/ dThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
9 g0 E3 n8 ?0 Z7 J& WSaturday
! W p% K5 [8 y0 Q9 n' o7 X8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call4 _) \1 A, }9 u7 a1 V
Centre employees must be available to work all hours of the Call Centre
. ], p- l3 T; S" Afor# } \0 K9 q, u2 p1 E- S0 g
scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
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" L6 ^( K2 g# m/ P7 e* CCollective Agreement, Job Posting provisions.
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RESPONSIBILITIES4 {9 H4 d$ _# i# p( M
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- Responsibilities included but are not limited to:5 [! v/ `8 p" S2 n4 A
- Respond to customer residential, commercial and rural9 p/ `; q8 \5 }9 ?
account/service
3 }7 w3 k4 U- S' }- e! Vinquires.
- E$ V2 V( b: {- Solve a wide range of customer issues in a dynamic, high volume
3 ]- R) W: @4 Y7 {: A- M6 mand: X" R+ Y4 [/ m% [4 K7 s
fast-paced environment using initiative, creativity and6 d4 `/ I2 J: D+ C9 x$ m
decision-making
# r: T6 \, E5 p1 W8 Fskills.+ Q) V6 l1 g# l" m. p% g; ]
- Up sell, Cross sell and retain customers is mandatory.
) W! i* w' u7 `- Provide information to customers relating to energy management.
2 K7 q% d0 u7 A6 {) E- T" A% }- Calculate customer bills by performing complex rate calculations6 L( ^" ^! V& M3 ~8 O: Q
while
8 u6 B/ P, |% [$ [% N. rusing a thorough knowledge of various rate structures.. m Z. ]; d! a9 d5 a
- Explain customer bills to a diverse audience.
1 Y" ~, `% O' U# a7 {8 g1 q& |- Investigate, analyze and respond to inquiries concerning billed
) A# i) u' B! y( M; _6 K" [- ?amounts, account status and receipt of payments.
5 C4 z' l: B4 g- Process customer account information in a measured real time
! j: q: q! g: z8 l& f/ Wenvironment.: {& ^1 o6 J! v& `6 Y* X
- Provide caring customer service to all customers.! [0 G5 S% p+ O& S: p9 `
- Defuse potentially unproductive interactions with irate
2 f6 v* L1 q, b, m: C( Hcustomers.5 U. m% L$ H! z9 e3 P8 k0 H
- Respond to emergency customer service calls in potentially) h7 T- T( |. v- I* @7 D1 K
life-threatening situations.3 N8 J4 c% Z7 u+ v: ~ H
- Work with minimum supervision.
, v( Y# o3 L$ f# D4 q: G- Understand and abide by governing legislation, codes and7 ~: e: }& g+ s- I, F6 X
compliance
$ |2 N2 H$ V0 N" j0 Yplan.
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QUALIFICATIONS/ W9 P; d/ }6 [9 f' m! I3 q: w
/ I9 g& B2 O& J; [: M5 g3 ?- Grade 12 Diploma or equivalent (applicants will be required to
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. }4 J0 \& V: I# k: ?proof of education)5 Q* {$ i1 Q8 `' ^; H2 j0 J- K
- Successfully complete the Call Centre Simulation Assessment(s)
t; ?/ W- N3 d X; \- Proficient skills in PC office applications (i.e. MS Word) and a
+ v9 p8 m/ r* N/ A+ r, r! Aworking knowledge of Windows XP., R+ N+ C% ^ B7 [3 N
- Proficient keyboarding skills.' @* l* w1 B3 r7 i- q) s, y
- Call Centre experience desirable.
& Q; P+ S0 x. V- Demonstrated reliability and ability to work rotating shifts.7 y% u; b" H# s7 K h5 ]8 I
- Effective professional written and English verbal communication3 }& \% j2 t# S2 u% u
skills.2 i( q4 f& M, m, z4 O, p
- Flexibility to perform in a dynamic work environment.
" j3 K2 x4 M# |- n+ _1 @- Positive interpersonal skills to thrive in team orientated6 l* b" Y f# \
environment!- t$ l8 Y6 b, A+ e
- Accurate and attentive to detail. Strong mathematical aptitude.
V! {4 w+ |: l2 C7 ^2 ]- Demonstrated ability to work as a contributing team member.
5 W; |( `: i! _3 n" |- Ability to apply appropriate judgment in the management of2 T/ F$ S/ x& _8 p7 m( ?
confidential information.+ D" y5 ?/ O, e2 p& }: l
- Clear Criminal Record Check.) e, G+ E1 e Q) ]% M1 Q5 T
' z+ g, C8 h- q, cGood luck,, c: J9 c2 S) s) X
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Karuna Bhavsar6 A; N+ W" O2 g2 s! c5 x
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Welcome Centre
/ ?8 i- @: G1 o& _8 C6 }Supporting Aspirations Connecting Dots/ I- ~+ K8 ~3 H" B7 k6 e- V8 s
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#335,TowerII
' E' I7 j( {% ]; x( r5 {3 rMillbourn Market Mall
S3 G, l8 T( m6 B, F8 w7609-Millwoods Road" Q! h" Q" q! e1 |6 Q6 k
Edmonton,AB T6K 3L6- ^, q/ b* G+ v/ N7 `# A. s+ x
Phone # 780-462-6924
: V; [' t2 t% {( J9 l2 yFax # 780-466-6594 |
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