Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
: |1 C" [0 c9 yCompetition Number: 65A11 16
1 W9 H9 j7 X6 ~Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
1 i+ |- J  x9 w; O, ZClosing Date:5/31/2011 4:30:00 PM
% q  H. A* K. ]9 Q/ n  a. AJob Location: Edmonton

$ T% G$ i9 |' S) d  \8 q; vDESCRIPTION
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, }: H$ g! y, @$ B( SAMENDED - April 26, 2011
/ Q) w5 V; ~( @) Q1 }* p: ZATCO I-Tek is currently recruiting qualified permanent part-time
5 t7 f' R6 i2 b+ b) s3 \# M8 l(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
+ Q* B: _( m3 k& q  Y' s' q4 Q1 i) e$ 18.83 per hour.
* ]3 K7 V/ o# B( ]2 cShift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.

0 Q1 `) N: [2 }: ?
& Z  [% Y% P% B+ c4 l7 oThe Level II – Call Centre Representative assists customers by
responding to
7 u/ {! `! Z. L! \& eresidential, commercial and rural account and/or service inquiries or
+ H5 j, E/ d* x. l9 T- q+ Kcomplaints received by telephone. This role is responsible for
6 F$ Z0 i' O& |0 O7 L1 ^  Gdelivering
! B4 N! I" a2 M% V7 cexcellent 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
6 f3 g7 ^1 g1 Y0 N- c$ k) `: ~  VSaturday
( v* o5 D/ h8 k1 V. ~8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
/ [, t# X/ x  Y* E! Z3 v$ eCentre employees must be available to work all hours of the Call Centre
0 c  v6 `9 ]0 B8 [+ }, P  B) kfor
scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

5 t8 l  e$ l5 gRESPONSIBILITIES

, \! C1 l0 y$ S1 w! J4 F4 ]- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
2 B! L5 {. u, Winquires.
- Solve a wide range of customer issues in a dynamic, high volume
9 Y5 F: F- P$ ?6 c/ Q0 m( ^and
1 d+ |# y) U0 F5 u& L3 afast-paced environment using initiative, creativity and
decision-making
  ^. q0 q6 v2 a+ }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
2 [  t% ?* B) N* f9 w, [8 [# kwhile
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
5 [% Y6 q$ o8 v( x5 R0 Y7 z- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
; s! ]" k; r$ n" z% \, u- Process customer account information in a measured real time
environment.
5 Q2 z0 u+ v1 X0 [4 K, g% j8 X- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
" k' n( j* Q; `3 Z2 L/ ?- Respond to emergency customer service calls in potentially
life-threatening situations.
  ^- d- F% N3 R  W0 H0 m' r- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
9 B; Z. Q) [; }; N2 yplan.

! l* i# H3 J2 P% s) B: h; MQUALIFICATIONS
2 U8 P! p9 {7 X# e, R5 l0 L1 |& V& J
- Grade 12 Diploma or equivalent (applicants will be required to
* b' ^1 Q/ Z( {5 H- Jprovide
+ M# Y& M% n5 Z% D0 Qproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
7 P( N' Z5 v$ `7 q- Proficient skills in PC office applications (i.e. MS Word) and a
8 q7 X- e* i5 C  W# \! H- Z: Hworking knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
5 w; o/ f* V7 t& N% Gskills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
1 F! ^  X- o0 R! a, g) r- {environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
5 }( o9 M5 a, C4 @$ `- Demonstrated ability to work as a contributing team member.
. n# W, W/ y6 O- Ability to apply appropriate judgment in the management of
+ c, `4 y' s# |# l. R; Nconfidential information.
- Clear Criminal Record Check.

5 _0 Z$ M: o/ P+ [1 L- mGood luck,

Karuna Bhavsar
& J0 }% K9 O, h' o6 ?. I3 g# Y
+ h7 U1 w$ \- B$ m9 ~8 AWelcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
! k& E8 ]  F# }0 yMillbourn Market Mall
5 Q& K' r: C/ V7609-Millwoods Road
/ Z: I( h$ a! C8 w2 l9 ?" v( D3 YEdmonton,AB T6K 3L6
" B1 m3 f' B; d$ hPhone # 780-462-6924
Fax # 780-466-6594

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