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If you think it matches with your skills and experience and you need
' f, `: D( C2 d3 Hassistance to apply for, let us know and we will arrange for an
$ X" {* _: D6 X& A9 Y8 rappointment with one of the counselor. : Q: M7 v% q- O2 B( p" K- U
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Level II - Call Centre Representatives (Permanent) C5 S1 K: C6 K7 c$ r
Competition Number: 65A11 16
/ ~8 e. F, P3 S; j# FJob Category:Customer Service / Call Center
1 y7 B# Y: k3 I" N4 h, `2 ^( NPosting Date: 4/7/20112:13:00 PM
" g7 I) m. M0 t. M. D {# d WClosing Date:5/31/2011 4:30:00 PM
( w) a4 {7 n+ y/ e" KJob Location: Edmonton
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DESCRIPTION
- o3 k4 s3 C# X8 P! X0 l
& n9 U L% X4 q0 YAMENDED - April 26, 2011
^: J M7 m% I4 Y7 A: t' GATCO I-Tek is currently recruiting qualified permanent part-time. K3 _/ l# }- K* C0 s/ C
(16-30) hours per week, Call Centre Representatives to work in the$ l. F: M& j E
Call Centre located downtown Edmonton . The pay range is from $14.83 -
, e2 f" z& p# p6 l$ 18.83 per hour. + M" w% n$ Q, O; }% o3 M
Shift Differential: additional $0.80 per hour for hours worked on
: e3 @7 Y6 S( f% w) V9 l oSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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$ d* A# ]* Y: M. }* gThe Level II – Call Centre Representative assists customers by
1 T$ ^) h# S' b) @; P3 A8 p( Cresponding to3 O) e2 W" l o9 k& I( e
residential, commercial and rural account and/or service inquiries or
$ ?/ @ w% N; Ecomplaints received by telephone. This role is responsible for5 J) S+ w C# _
delivering
0 O9 r" Q- u" ^4 p V Bexcellent customer services by focusing on first call resolution.# u3 q& j) N% w
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and9 J' P2 S- X, V( v# @& I
Saturday
1 L" `" x1 B3 B0 h8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
+ _" p# c: }. d* E8 w6 y) BCentre employees must be available to work all hours of the Call Centre
! ~7 E8 ~+ K- E5 _% Z- a4 ffor
4 _/ ~' p4 I, d mscheduling 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.
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* K5 U( ?1 f7 d3 E3 lRESPONSIBILITIES/ H2 p5 P2 `) v
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- Responsibilities included but are not limited to:
2 t3 u9 ]7 ^& y# X- Q; U# I- Respond to customer residential, commercial and rural8 o r% P" n. D
account/service
/ s- ~/ S0 w' i. j$ ]- S# ainquires.: `9 o A6 U% O
- Solve a wide range of customer issues in a dynamic, high volume
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fast-paced environment using initiative, creativity and- F$ k7 V. z# N$ L2 Q* J
decision-making
: O* a: [1 |; P: _. w7 H8 d( h1 J7 Askills.
0 a' s7 Z5 K) f6 g4 ]9 B- Up sell, Cross sell and retain customers is mandatory.
" }% E. o4 j: W9 R- Provide information to customers relating to energy management.
0 h5 d% U7 }! V% D- o- Calculate customer bills by performing complex rate calculations
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using a thorough knowledge of various rate structures.1 n- y k8 A( {; D4 x% R! W; z
- Explain customer bills to a diverse audience.. j' y2 Z5 z. O
- Investigate, analyze and respond to inquiries concerning billed
* f7 h( R/ k* t2 Pamounts, account status and receipt of payments.
: J L2 q4 h4 w- Process customer account information in a measured real time; w8 w x4 J4 q% R- M8 R' C
environment.
) s! _ _8 B5 J2 T- Provide caring customer service to all customers.5 w) I8 I0 T1 e$ k) w' c# ^
- Defuse potentially unproductive interactions with irate
! ? J. u3 Y$ }' b- g3 |* y0 x' Icustomers.: Z i' q! h. \. r% c$ @. \
- Respond to emergency customer service calls in potentially* [) W+ n5 R( a" G* Y
life-threatening situations.3 W& L: m) X: f- @( |
- Work with minimum supervision.3 n0 y' t0 H- n. V. W" N6 x# g. Z
- Understand and abide by governing legislation, codes and7 x; A7 \! f0 H: m+ `
compliance
2 b# o7 Q+ |4 \' b+ |& W7 [! K% Xplan.3 a2 ~$ g. _; X3 |$ q' \
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QUALIFICATIONS/ B% u6 N3 ?; u% c5 I( l
e c1 n- v# p' b, B6 b# h- Grade 12 Diploma or equivalent (applicants will be required to y1 Z0 a1 e# I4 m
provide
# |1 ?# p6 S2 |2 ~$ pproof of education)
( d" X L' S5 C. v8 m9 l* {* a- Successfully complete the Call Centre Simulation Assessment(s)8 L+ o* r! I7 j6 |6 t* ~
- Proficient skills in PC office applications (i.e. MS Word) and a" M$ [6 ]# h2 I) e, c/ l
working knowledge of Windows XP.
- `* d% y8 x9 r$ f# N' ]3 M+ Q- Proficient keyboarding skills.2 o. l6 ]8 w3 Z2 ^1 K7 ^. b$ \
- Call Centre experience desirable.
0 A" E6 G1 F1 X( P, x c- Demonstrated reliability and ability to work rotating shifts.
+ d% O0 }9 Q; e ?7 Z- Effective professional written and English verbal communication
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- Flexibility to perform in a dynamic work environment.
# b6 |; g8 ]+ h- Positive interpersonal skills to thrive in team orientated
3 {! J4 M7 D0 tenvironment!8 K* d/ D2 z7 e9 c# K0 `
- Accurate and attentive to detail. Strong mathematical aptitude.- i8 A4 C, z5 Y8 }9 ~: V
- Demonstrated ability to work as a contributing team member.
! V5 @! V8 ~% A- Ability to apply appropriate judgment in the management of
& q! V+ \ a% R1 ]confidential information.
. D+ M9 h8 k4 D9 v! X- Clear Criminal Record Check.6 U4 Y- d/ \. {1 }% ]0 k
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Good luck,
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3 ~2 a" u; c f4 U3 m& eKaruna Bhavsar
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Welcome Centre " f" t+ [. _! g; L7 t
Supporting Aspirations Connecting Dots
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#335,TowerII
/ ^# x$ c. W( M2 _3 O2 R, BMillbourn Market Mall
2 _% y7 V: K% \% I6 m+ K7609-Millwoods Road' i) }$ |' l# r+ g" B2 g0 n
Edmonton,AB T6K 3L69 `' p1 G3 ?' Z( L N. D
Phone # 780-462-69244 [. k- n% ^+ B
Fax # 780-466-6594 |
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