Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
/ T- }: }6 I8 y1 ~assistance to apply for, let us know and we will arrange for an
- p' s2 b( g; H  s# lappointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
0 _6 z( f7 `+ ^/ ^5 i* F! z9 X" fPosting Date: 4/7/20112:13:00 PM
5 `$ V! M+ G5 ^Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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DESCRIPTION
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AMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
+ ^0 u! m( }$ G/ @(16-30) hours per week, Call Centre Representatives to work in the
+ Y2 O$ l3 S) w: x/ G" zCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
$ R2 d' Q3 X# y3 X  LShift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.


The Level II – Call Centre Representative assists customers by
+ V* C( ~" k' W" hresponding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
9 ]! ]  h- F/ Y0 c! w8 q1 vexcellent 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
4 b9 k- I7 U: x0 _5 q. tSaturday
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
% I$ G2 E3 ?( `scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
Association
% q0 {3 s! I  Q2 J1 ACollective Agreement, Job Posting provisions.

: Z4 l4 X. S! \2 D& PRESPONSIBILITIES
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- Responsibilities included but are not limited to:
% K( S  E2 x8 ]  l- Respond to customer residential, commercial and rural
account/service
3 ?7 G+ x) M+ pinquires.
' g3 d1 [+ c2 V7 G- Solve a wide range of customer issues in a dynamic, high volume
2 C. j2 @1 h) j/ ?- @% ^' Kand
fast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
5 x9 t+ e  Y& F8 b6 T. R* o0 ~) `! n8 |using a thorough knowledge of various rate structures.
- 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.
8 e3 H, ~, l: \/ Y! Q  e. O1 V- Provide caring customer service to all customers.
- ~7 X& q. M# m5 n- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
. P) Y% G" R" T+ D- }+ @6 v$ nlife-threatening situations.
- Work with minimum supervision.
* i0 f' \* E% E; @) v: g- Understand and abide by governing legislation, codes and
0 c" a  }! b+ c; G$ {compliance
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% ]$ L+ _4 _+ |QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
. \1 t$ [* Y* s; S5 n- j( Tproof of education)
4 a' ?, F, i6 W: M+ S- Successfully complete the Call Centre Simulation Assessment(s)
# _' R  e% J5 V7 m- Z4 B- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
& [/ }% j& U1 z" L. j- Proficient keyboarding skills.
3 C+ f, w& w, M5 C  A6 r- Call Centre experience desirable.
* Y0 `# i( h! @8 x- Demonstrated reliability and ability to work rotating shifts.
) ]7 o6 s' H* `9 W- Effective professional written and English verbal communication
2 D+ R4 z9 |/ m& \4 ^  Eskills.
2 u/ a+ e  t2 T- Flexibility to perform in a dynamic work environment.
2 U4 M& r" M, n5 i- Positive interpersonal skills to thrive in team orientated
environment!
4 ^9 e* r' t) c: p3 R& N- Accurate and attentive to detail. Strong mathematical aptitude.
: Y: {5 P8 h9 g' a& T7 W3 i- Demonstrated ability to work as a contributing team member.
1 [* _! a3 I( L4 u: O! J- Ability to apply appropriate judgment in the management of
confidential information.
( D' q1 g# Q# G0 t5 ]! b- Clear Criminal Record Check.
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Good luck,

Karuna Bhavsar

6 I5 M% m5 [" g7 h6 D7 ^4 P4 BWelcome Centre
Supporting Aspirations Connecting Dots

! u; s8 @, d0 Y! ?% M1 f7 n* s#335,TowerII
1 S3 w9 Y% Q1 m- w" FMillbourn Market Mall
7609-Millwoods Road
( [4 P% v" I$ S. [- @! F5 eEdmonton,AB T6K 3L6
& P+ n; a& e, x+ X6 S2 n% @+ KPhone # 780-462-6924
Fax # 780-466-6594

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