Call centre representative-ATCO

又见炊烟

If you think it matches with your skills and experience and you need
0 d, e3 w' k$ Xassistance to apply for, let us know and we will arrange for an
* n, _( j2 g$ p% G$ q/ }5 Zappointment with one of the counselor.
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6 h" O% T6 h  h) D' a5 r+ VLevel II - Call Centre Representatives (Permanent)
0 S" b" a: w; YCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
6 }& s2 S( Q3 J- Y  C, P* g: p& gPosting Date: 4/7/20112:13:00 PM
. \. T5 T0 D/ x3 KClosing Date:5/31/2011 4:30:00 PM
2 ^/ [' l6 ]' m- m7 m9 w5 _Job Location: Edmonton
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4 O" f4 h5 V2 }0 i1 ]1 \9 oDESCRIPTION
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AMENDED - April 26, 2011
& h" U: W: ]. w* V; ^& E! c" }ATCO I-Tek is currently recruiting qualified permanent part-time
- J: n+ P' y3 z/ \' |(16-30) hours per week, Call Centre Representatives to work in the
, d/ |% G8 @) ^Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
3 S5 f4 j, C* x; D; l) K0 r' ^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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4 \+ v# d/ B3 J0 @) UThe Level II – Call Centre Representative assists customers by
( i) [5 \1 }6 ?1 Y  E) gresponding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
: d  u: ^2 ]: {delivering
excellent customer services by focusing on first call resolution.

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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
' k3 b; |  w3 |$ o' P! D8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
4 x, E( I* e& X* ?" j/ B' F* Y* @Centre employees must be available to work all hours of the Call Centre
for
  l9 }0 q+ g! u+ j2 ]scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
5 K2 O( k; s- d+ M+ K  a9 JAssociation
- {# Z$ X2 S' OCollective Agreement, Job Posting provisions.

RESPONSIBILITIES

4 m0 P% a( h5 y  s8 q1 n3 o- z4 i- v- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
4 u) h+ I- O7 L6 Z9 K( baccount/service
4 k" `/ B5 c; z, q% Ginquires.
5 m2 V1 [: N  }" E( T7 n- Solve a wide range of customer issues in a dynamic, high volume
and
/ `2 y( r5 _. H1 P( n3 mfast-paced environment using initiative, creativity and
decision-making
* s! g7 H# v+ a7 tskills.
- Up sell, Cross sell and retain customers is mandatory.
) ^1 g- R! C' b, r( ^- Provide information to customers relating to energy management.
; c( T/ f: t4 n8 I- Calculate customer bills by performing complex rate calculations
# b5 ^/ e8 K0 \- Y; Owhile
8 r5 b, l# j+ t* b3 [using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
: m+ R+ a" S8 Z) c; w" }5 kamounts, account status and receipt of payments.
- Process customer account information in a measured real time
  |# Z# @# j  q( B+ Kenvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
; n* [0 K3 `5 B3 f. lcustomers.
4 {/ Z  ]5 q% N9 Z- M( r5 Y- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
* z9 k+ @& S$ i- Q$ N( K, ~compliance
4 P: n, v' |9 O/ bplan.

QUALIFICATIONS

$ V8 y0 g/ C; C/ F- T" r. F: I- Grade 12 Diploma or equivalent (applicants will be required to
' X5 g; v: n2 l  \' J# Qprovide
proof of education)
( s0 H7 F7 o- c$ f, m1 j9 K- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
, V, c% t0 K8 m+ }: S; k: Y- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
8 V: `$ S, a6 H" C- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
; M- W. t& G$ m/ M0 R% Z+ qenvironment!
$ d0 P  f2 C8 c* L- Accurate and attentive to detail. Strong mathematical aptitude.
, A+ h* l# `4 e+ l9 ~" p, g- Demonstrated ability to work as a contributing team member.
# j5 D+ `4 J5 t6 \( H" [. Z& m- Ability to apply appropriate judgment in the management of
# q9 x; X3 O# ~' n5 x- Fconfidential information.
% g7 W; P2 o, H  S& c# a. f" U9 ]- Clear Criminal Record Check.
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Good luck,
: E3 d) b' F% r
- w7 @9 m7 L: x3 l8 SKaruna Bhavsar

Welcome Centre
" b* ?& x  M0 U) @4 ISupporting Aspirations Connecting Dots
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#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
9 C. ^/ `7 G  I: f! W$ a/ g8 OEdmonton,AB T6K 3L6
Phone # 780-462-6924
7 d' i! b) g7 C# o, RFax # 780-466-6594

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