Call centre representative-ATCO

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7 d9 C% |* x# k5 [" zLevel II - Call Centre Representatives (Permanent)
0 `7 @* ^4 M. d1 J8 OCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
- F) S2 s: U' P
" b3 f- N* C) g5 [8 }0 W2 TDESCRIPTION

: l2 b4 v$ [/ L5 B. YAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
' u# p+ z1 e9 H. y* e% r9 H(16-30) hours per week, Call Centre Representatives to work in the
2 F& V: ~# L* }Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
3 V5 u$ Z" t( f. E7 gShift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
9 {5 t5 B5 \! o# i
1 r  |# {- r# H' s& O) e/ g/ q
( P1 S4 P! n' g; bThe Level II – Call Centre Representative assists customers by
, l( ^* g3 R: Xresponding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
5 c" @2 \9 g$ g( d. Xexcellent customer services by focusing on first call resolution.
; X0 R* e: K5 @/ j+ }3 c- t

% ?6 p+ o* O! C0 C5 V: P. b
The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
  ?! W4 t; z9 V! C8:00 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
. o! _) l" [" Q8 m7 M/ wfor
  i7 w! b% @! A1 m5 f9 o& sscheduling purposes. Work schedule will fluctuate.
' v% n' d3 d+ A! m' r


% w" t0 d/ `5 _5 q$ ?* |4 c8 @, z9 ~This position is administered under the Canadian Energy Workers
. e/ @* l3 ^0 P6 ~7 s) G7 j8 P9 ^Association
8 k* \% W0 f% ^& x$ }$ @Collective Agreement, Job Posting provisions.

RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
0 ?$ m7 Q' o* Cand
! r* X+ E* D, ~, c; L8 l* }- Xfast-paced environment using initiative, creativity and
- ^$ q: H1 t# i  t% l# f1 I$ gdecision-making
skills.
8 p- j, w4 X3 o& Z. ]) @0 L/ E$ p" v- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
( j2 m5 N1 \5 H. T4 O4 m- Calculate customer bills by performing complex rate calculations
while
$ T8 M1 O+ Y- f1 I7 G2 ?using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
2 m0 o0 i- A+ U$ W5 p; N( Y. E7 c% n  {* O- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
$ T1 K- _4 e2 \  B7 O- Process customer account information in a measured real time
environment.
4 V8 P7 j2 \" E+ L- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
$ Y+ F; Y" Y, j- Respond to emergency customer service calls in potentially
) v% d8 b& H- x" O& wlife-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
2 A2 T1 q% C0 W( V& E3 @compliance
( }& T& v" ], d( q% Oplan.
0 }1 r! [0 C/ h$ m6 f# `
QUALIFICATIONS
5 N5 m& _1 F# V0 Z7 i
- Grade 12 Diploma or equivalent (applicants will be required to
provide
& E; x% n: T+ p" S* Iproof of education)
# S2 w4 G8 d" d- Successfully complete the Call Centre Simulation Assessment(s)
6 ~# x5 U' D. L  e. O- Proficient skills in PC office applications (i.e. MS Word) and a
/ S, x  z1 S2 W2 b. _9 V- R2 U) {working knowledge of Windows XP.
- Proficient keyboarding skills.
6 i' n# u& v3 X- N' W/ h* e- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
" }6 X: q; @; {, y8 j5 c3 n7 hskills.
( c- [0 L  d3 T2 q- Flexibility to perform in a dynamic work environment.
* o3 u2 W* r$ N# Z) c! Q- Positive interpersonal skills to thrive in team orientated
environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
# z: |7 Y/ z. n- Demonstrated ability to work as a contributing team member.
4 `5 u3 G0 v, u; y+ g- Ability to apply appropriate judgment in the management of
5 v& @: y( D3 e9 q0 H3 nconfidential information.
8 V# L' v+ z9 j* }- Clear Criminal Record Check.

Good luck,

6 F# E* z9 w1 fKaruna Bhavsar
- R% _3 I4 o% K/ j; _
Welcome Centre
4 Q* W) `3 I4 N  SSupporting Aspirations Connecting Dots

#335,TowerII
) d" w/ X; \# C" H/ iMillbourn Market Mall
7609-Millwoods Road
% M/ ^4 Y! _/ ]% }, D; yEdmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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