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If you think it matches with your skills and experience and you need+ f8 {7 b% r$ |9 ]% p; w1 O
assistance to apply for, let us know and we will arrange for an
2 j6 W# N+ c: ]0 P* {- A2 D3 f: v; dappointment with one of the counselor. % T% L2 x5 G1 d
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Level II - Call Centre Representatives (Permanent) " c' R5 R S7 r
Competition Number: 65A11 16; q- z. P2 L- _+ u1 X
Job Category:Customer Service / Call Center . x, `6 o6 G: F, }
Posting Date: 4/7/20112:13:00 PM
: o& Z) P0 u- t5 R# LClosing Date:5/31/2011 4:30:00 PM + H( t: i" m: ?+ v9 R
Job Location: Edmonton
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1 w' Z! @) ]7 _! d: ^. TDESCRIPTION
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8 K5 i- `, l3 w& }2 E+ LAMENDED - April 26, 20118 ` U) G U4 f% K; ~9 K
ATCO I-Tek is currently recruiting qualified permanent part-time4 m& B, h, t1 i
(16-30) hours per week, Call Centre Representatives to work in the
l$ k+ s3 m8 Q6 i* K; \! ]Call Centre located downtown Edmonton . The pay range is from $14.83 -
+ }2 `; V" g0 H k o* ^$ 18.83 per hour. 0 J8 l8 A6 y ?# ~3 W$ p: {. Z7 N
Shift Differential: additional $0.80 per hour for hours worked on# E* x8 ]; C; [$ U5 m7 y: W. f) D9 e3 H
Saturday, and $0.96 per hour for hours worked after 5:00 pm." T; i2 }# q; T0 Z. W+ ^9 g7 q
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The Level II – Call Centre Representative assists customers by
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, v, b7 K& A! ^. a' e, }5 gresidential, commercial and rural account and/or service inquiries or/ f; y. ]* M: J% K! Q# Z- d
complaints received by telephone. This role is responsible for/ |* o+ \0 F. Y, W( {
delivering$ f- g: K! q$ C% `& e, B
excellent customer services by focusing on first call resolution.. W4 L0 H0 o# ^/ o6 o* q2 N
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7 S* s4 {+ d9 _! J! z# c6 ^The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and! k( [/ `! M! D* |8 B' D5 T9 l$ K
Saturday4 ~! l9 x! c+ r t* A# v9 H1 d" o
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call1 M( b3 j( _' j# o
Centre employees must be available to work all hours of the Call Centre
: v1 t/ B! |$ Y9 i% afor1 a/ U( g- f+ F! R T
scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
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Collective Agreement, Job Posting provisions., p# \+ i v2 z" z) ]* I: p
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RESPONSIBILITIES
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) h; U' D; S1 A" t- Responsibilities included but are not limited to:
$ ^1 y9 q7 E1 I0 A& F+ }" x& B1 s- Respond to customer residential, commercial and rural. V' R {$ n! q6 ?
account/service
' C# ]9 I- T+ A- P( E# t4 E0 [- ? rinquires.7 Z4 _. \" T3 T
- Solve a wide range of customer issues in a dynamic, high volume
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fast-paced environment using initiative, creativity and. C5 U, J( y2 [, N
decision-making
; m8 B% \, y8 gskills., S! x& k0 i6 A% \. e
- Up sell, Cross sell and retain customers is mandatory.& K& f7 T! W7 E0 b$ j
- Provide information to customers relating to energy management.$ f9 C: z' \7 n" l7 @. e m% R
- Calculate customer bills by performing complex rate calculations3 Q6 Y, t7 X; m" |. [
while( d0 ]8 u; C% l' U& L9 E6 k: ^8 ?
using a thorough knowledge of various rate structures.
+ P/ Q7 \8 G) P' _$ w* W- Explain customer bills to a diverse audience.
" `) b) g# H% z8 I9 v7 x6 P7 s! R- Investigate, analyze and respond to inquiries concerning billed
5 @* _7 s" I' O5 S( _amounts, account status and receipt of payments.4 p% b" y ~. R. m* U
- Process customer account information in a measured real time$ t: u% v8 j" V( A
environment.
$ Z) v) Y5 D/ i- Provide caring customer service to all customers.
2 U' L% Z! c* x' z; g- Defuse potentially unproductive interactions with irate
0 V- J) p) F. w3 R$ f% Tcustomers.
; P( s' E+ p6 d ~) L- Respond to emergency customer service calls in potentially
/ U8 J4 f5 O% z& ~: rlife-threatening situations.
9 [/ e$ v5 Y2 T" [( y- Work with minimum supervision.* \ _/ m) C& o$ h5 |
- Understand and abide by governing legislation, codes and
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plan.
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2 z2 O, i5 i7 S% `1 OQUALIFICATIONS, L% h/ {3 d L
) L+ A \9 K$ v$ o: N- Grade 12 Diploma or equivalent (applicants will be required to, M& n& _$ X4 T! z/ ~( X5 Z% E
provide
; e4 K! J% N" g7 g! eproof of education)
; Q$ K% I' j4 W- X- Successfully complete the Call Centre Simulation Assessment(s)- V& o1 d. ]6 W4 |" d' {- }
- Proficient skills in PC office applications (i.e. MS Word) and a! R: Z6 B( ]* H& N% f$ V
working knowledge of Windows XP.) W3 O! I+ ~/ y* S) @: j9 j1 m" A6 }5 \3 {
- Proficient keyboarding skills. t* ^+ B- l5 M$ c4 k8 L8 K0 t% A5 j
- Call Centre experience desirable.
8 K# U4 F% M1 o4 _! e( z- Demonstrated reliability and ability to work rotating shifts.
5 ?8 U4 w( ~5 ?. i+ I0 s- Effective professional written and English verbal communication m* q' f) K% P6 I$ D
skills.
' k4 @) O G2 Y( ~- Flexibility to perform in a dynamic work environment.$ \* h- l: K5 r% ^, l. E
- Positive interpersonal skills to thrive in team orientated9 u" I8 e$ Q! {1 w- E# c2 a
environment!
8 b5 k: v. G/ C# e$ s8 K- Accurate and attentive to detail. Strong mathematical aptitude.$ X3 r: b2 ~& c' j( B
- Demonstrated ability to work as a contributing team member.
3 z O# a6 V: h# A- Ability to apply appropriate judgment in the management of
H1 _9 p! g5 O* k. Sconfidential information.
0 d$ J. M9 Q5 A% i- Clear Criminal Record Check.
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Good luck,
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Karuna Bhavsar
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Welcome Centre 3 G6 [$ G' X5 m+ _# v
Supporting Aspirations Connecting Dots4 k' q/ Q& F% w, _1 d
" D+ |0 t: |2 `#335,TowerII 7 [9 X7 W) A- [: Q$ `
Millbourn Market Mall# y& b8 |+ G7 s' F# k: `
7609-Millwoods Road
' `% P2 c* K0 x. W" l3 tEdmonton,AB T6K 3L6
( A/ Q; O( N+ x: I7 _1 |7 W( wPhone # 780-462-6924 X+ W9 C- M) Z8 O
Fax # 780-466-6594 |
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