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If you think it matches with your skills and experience and you need( f" l! U$ C7 P
assistance to apply for, let us know and we will arrange for an5 w. k3 @% i8 v
appointment with one of the counselor. / \% U" a$ t% A, @' m: s
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Level II - Call Centre Representatives (Permanent) # ?2 M- u& ~' k( U2 y* P* d
Competition Number: 65A11 16# H/ T) ~0 S9 o+ U0 b
Job Category:Customer Service / Call Center
' W$ p- t8 R* {8 p# PPosting Date: 4/7/20112:13:00 PM
9 b. l1 Q& ] [! k& oClosing Date:5/31/2011 4:30:00 PM * I0 B* {/ |( e7 x+ }4 u, l0 }. U
Job Location: Edmonton
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DESCRIPTION, T6 U4 i8 n/ Z* n8 q5 G/ M D
0 z) i0 k7 Z) F* _! `& l6 V7 FAMENDED - April 26, 20117 s( l3 N$ m9 Q8 [
ATCO I-Tek is currently recruiting qualified permanent part-time$ [7 n! K7 ~; n+ w; X$ }9 ] C
(16-30) hours per week, Call Centre Representatives to work in the
5 o* s! _9 e7 p! L8 \( K) E- W7 }Call Centre located downtown Edmonton . The pay range is from $14.83 -
- ?' D; R' R% Y' N+ }5 ~$ 18.83 per hour. 9 U3 i% R% b( d* ]$ N8 Z1 @
Shift Differential: additional $0.80 per hour for hours worked on
2 S' t5 V4 ]9 e+ L' a9 l" |, ISaturday, and $0.96 per hour for hours worked after 5:00 pm.& V7 `! S# ^. C
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1 m1 ~. K# @' Z! K0 Y$ [% LThe Level II – Call Centre Representative assists customers by% Q6 L4 S+ t9 x- ?! Q: ]
responding to
R0 B; h; _' X; K# O1 _residential, commercial and rural account and/or service inquiries or
- [* ]0 _0 C( X ~complaints received by telephone. This role is responsible for
9 p: R" g* w* ^2 _* u& Adelivering
/ @7 M! V) ?/ I# J8 Jexcellent customer services by focusing on first call resolution.7 \5 {9 l: N, X- _* X: `' i7 p% U
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
. ~% j5 H' `& q$ L6 xSaturday3 I' M9 p) E- J( Q
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call3 E" ^; A9 q+ l+ w2 k3 T8 R
Centre employees must be available to work all hours of the Call Centre
1 [8 B' K" W9 j% k+ ~9 h7 Yfor6 d. j1 B, |' @* E& @: B
scheduling purposes. Work schedule will fluctuate.! ~6 @( E0 l, y2 p1 z6 |7 S6 Z
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This position is administered under the Canadian Energy Workers, N6 Y1 X6 \! Z n7 P5 b
Association n' F. {! B% y# ~ S
Collective Agreement, Job Posting provisions.7 v! S9 S6 n/ g" w! U
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RESPONSIBILITIES8 q+ g8 z m% o, z1 ?
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- Responsibilities included but are not limited to:- E& g! D; \7 N) B( a8 J( H
- Respond to customer residential, commercial and rural' i2 i6 y6 Z$ K, ^4 I0 V
account/service8 L. n2 n2 b( W% A! G0 M1 b0 H
inquires.$ h) d1 ]) C8 k% U5 J9 ?
- Solve a wide range of customer issues in a dynamic, high volume1 u' {) r; A6 |7 ~7 m
and
4 p/ A6 Y4 y0 R+ B1 c3 f& }fast-paced environment using initiative, creativity and- `$ d/ l! @# D) `9 A0 O! J4 F. i
decision-making
7 i i" |2 k- ]8 }0 v4 uskills.# s2 Z7 B% K9 q. _' b+ R# C! j3 q
- Up sell, Cross sell and retain customers is mandatory.
2 h# l: {, g0 _+ Q& L$ E0 U8 U- Provide information to customers relating to energy management.
3 k8 f( y+ E' |" W- Calculate customer bills by performing complex rate calculations: a+ V9 `/ Q* q9 M% Z
while
5 R7 k) m/ O1 R* I' z- Kusing a thorough knowledge of various rate structures.8 W, T" Z* X9 Q/ H/ Q) B
- Explain customer bills to a diverse audience.
]/ A; S& d! E( v6 b/ J- Investigate, analyze and respond to inquiries concerning billed
3 \* j" }! r! l i! M `& t" hamounts, account status and receipt of payments.2 ]% w) J6 L) a% _
- Process customer account information in a measured real time/ [( V" O9 A$ ?
environment.3 x6 V) G2 ]+ |/ i
- Provide caring customer service to all customers.
8 W. Y( u4 g5 s+ u( ^) ^. h c5 W- Defuse potentially unproductive interactions with irate" a% @1 }% ]2 S& u/ }
customers.
2 \9 O \- v h3 M" b1 E. K- Respond to emergency customer service calls in potentially
2 F. _8 D; \& x! g6 Ilife-threatening situations.
8 m" x) `+ w; s% Y. O- Work with minimum supervision.2 E9 P# J" w* b5 ?; U
- Understand and abide by governing legislation, codes and1 @& m5 k, h4 p* N. L+ D! D
compliance' J8 O8 B$ g. n$ h
plan.
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QUALIFICATIONS, [3 ?9 D1 R: W4 r/ F
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- Grade 12 Diploma or equivalent (applicants will be required to
. p2 c+ ]( Q1 l' Z4 [provide
! d6 W0 l, G8 w$ g7 y1 S Tproof of education)( r: \9 z! g7 t. k8 v3 S
- Successfully complete the Call Centre Simulation Assessment(s)# j- C! O7 o2 D
- Proficient skills in PC office applications (i.e. MS Word) and a; A# X, L, a2 J; H' z- g
working knowledge of Windows XP.
. @/ H8 W0 E6 u. s- Proficient keyboarding skills.
, b* x6 E. h2 S* l0 r& S9 T- Call Centre experience desirable.
$ k0 N5 e# @ Q, B4 b, ^# N1 |- Demonstrated reliability and ability to work rotating shifts.
% s: R7 i. t& `: o3 X- Effective professional written and English verbal communication, x* [) D" W, b' n/ k
skills.) [7 d& t; i5 z2 T O, }- G
- Flexibility to perform in a dynamic work environment.
$ I% `; N/ H! Y5 J S# o- Positive interpersonal skills to thrive in team orientated+ y, W5 n& Z# b9 D' G+ s
environment! a/ C: Y2 S2 R$ ~+ G h
- Accurate and attentive to detail. Strong mathematical aptitude.
. g1 Z+ P% Z& {/ O# j! i- Demonstrated ability to work as a contributing team member.: d% _" m$ ^- o
- Ability to apply appropriate judgment in the management of
- ?' V) Y' K& g0 fconfidential information.: S" _- ~' ]" F3 `3 d2 d' a
- Clear Criminal Record Check." }% H* [$ ^4 D
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Good luck,
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Karuna Bhavsar
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Welcome Centre w1 [: w/ D* J7 C- E( T
Supporting Aspirations Connecting Dots/ U9 u' ^3 y# i; ^& t* n
5 v; Q$ S- X6 T# m' a& N#335,TowerII
6 M. j. u. c( iMillbourn Market Mall; u, F. a6 l: e8 C6 k
7609-Millwoods Road
+ l4 F" {/ k" Z. M8 BEdmonton,AB T6K 3L6
7 K k4 \, ^4 w. d7 x2 f' N) dPhone # 780-462-6924
- \# D* |# D& s7 C3 OFax # 780-466-6594 |
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