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If you think it matches with your skills and experience and you need
; d5 `* e# [! A Oassistance to apply for, let us know and we will arrange for an
; c, n9 i j. |8 _/ e2 Yappointment with one of the counselor.
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& g0 L: I/ K) Z" C! o o2 w3 b! LLevel II - Call Centre Representatives (Permanent) & P: h, j0 M S2 ~ q
Competition Number: 65A11 16
0 {4 z1 Q: d' S. {$ x' RJob Category:Customer Service / Call Center
+ J/ P! c1 P3 c. m: PPosting Date: 4/7/20112:13:00 PM
( C) L* x0 N: m- h$ W% i& [/ bClosing Date:5/31/2011 4:30:00 PM - R+ h9 Z( `! F# u
Job Location: Edmonton
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3 `: R! N+ |6 mDESCRIPTION
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- c1 }9 G1 e Y sAMENDED - April 26, 20112 i; }1 |+ N- p2 {4 J
ATCO I-Tek is currently recruiting qualified permanent part-time
0 A. q5 I5 i' B; Q: \(16-30) hours per week, Call Centre Representatives to work in the
* B5 P2 _$ `# q5 O( qCall Centre located downtown Edmonton . The pay range is from $14.83 -9 Q9 ?( y0 y- W$ a0 ~
$ 18.83 per hour. , f, f6 S5 S- m$ `$ z
Shift Differential: additional $0.80 per hour for hours worked on
7 g; w& E1 M# g; |2 \Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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& L& G: T) }2 n- H" dThe Level II – Call Centre Representative assists customers by
5 ~% ]6 r! c! ` n! N5 G7 c$ |responding to
* o' i) W- Y; P6 sresidential, commercial and rural account and/or service inquiries or
" z1 r X! U2 n- L6 Ocomplaints received by telephone. This role is responsible for) L8 K. d% S9 v- J
delivering# @0 j R/ ~9 K' g/ F2 k
excellent customer services by focusing on first call resolution.5 M" j1 n- Z* r3 ?. z
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t$ e5 F6 H( @( rThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and' o& i! P! f3 `" i! U2 \9 ]
Saturday
* C. R3 @! m9 w3 r9 e1 F8 V8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
) k0 n/ v2 [9 d* X& LCentre employees must be available to work all hours of the Call Centre
/ f! C( {2 R- R% o! a. M& Tfor
3 E& h; D R* j) ?scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
" G" l4 p5 D/ z( F n+ i( _Association
A e) [, d' v! w# GCollective Agreement, Job Posting provisions.
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RESPONSIBILITIES: G" Y) L3 C& k
' U" R) j( ^1 ]- Responsibilities included but are not limited to:+ H( k. s; [% y4 S# `9 e8 O: B
- Respond to customer residential, commercial and rural- P& O$ f, I* Z. ~
account/service$ c; `! z4 p; L; r
inquires. z5 |4 v9 a0 @, X
- Solve a wide range of customer issues in a dynamic, high volume
1 l) y) ~9 T2 S( U7 I n$ N# h4 hand2 ~, A( D; r8 T. ~6 Y
fast-paced environment using initiative, creativity and
" u3 N( ?, [0 M; r0 Jdecision-making' C' O s/ f# }6 G' k( H6 Y/ b
skills.
2 r& k+ ?. k H5 ^4 a- Up sell, Cross sell and retain customers is mandatory.
" @) N+ h" @$ a' R7 R5 x& y% s- Provide information to customers relating to energy management.
5 R6 s# b" f. Z: ]7 d/ X4 O- Calculate customer bills by performing complex rate calculations3 C/ S" v7 E: V8 W5 \; \' v5 _# F, q: R) _
while( m5 g; F- o, O
using a thorough knowledge of various rate structures.8 A7 j( _$ i& g2 F D8 L, P; j
- Explain customer bills to a diverse audience.
; p, f7 Y! T+ |# v- Investigate, analyze and respond to inquiries concerning billed6 F3 ~& m, U& F
amounts, account status and receipt of payments.9 o8 B1 S+ G0 B% _ X4 {# J
- Process customer account information in a measured real time
0 w' N3 c! z. E9 @* Nenvironment.! A8 Y9 w# F+ A
- Provide caring customer service to all customers.) b: q' q2 T2 Q' m2 l
- Defuse potentially unproductive interactions with irate! M. O' e+ Z$ P: _6 p# e
customers.% F# [ t% M' d7 `! i. i6 N
- Respond to emergency customer service calls in potentially+ h6 D9 p) e% k [
life-threatening situations.+ j8 k4 c) R7 ], ]
- Work with minimum supervision.% j) e# u I9 G; |/ J' M
- Understand and abide by governing legislation, codes and
; [) b3 ^# V$ ]2 e) ~compliance
' ?7 o/ s9 k0 E# ]( t2 oplan., D* N( }9 h# m% ]
6 C* A: f3 b: H- W8 XQUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to1 g% H" \) N1 l/ t9 v) l# v- T4 ^
provide3 q) R7 L5 V" }9 _4 K* [2 t" f
proof of education)
5 J& o, A) R z; J: F. h- Successfully complete the Call Centre Simulation Assessment(s)/ }+ ]- T; U+ r" v
- Proficient skills in PC office applications (i.e. MS Word) and a" O! l. @( K! m7 I2 b+ g
working knowledge of Windows XP.
9 M: J. J, f0 c7 G% a* O- Proficient keyboarding skills.5 {' b0 K- t6 Z/ |& V% n$ m
- Call Centre experience desirable.' V" x! E- ^6 V
- Demonstrated reliability and ability to work rotating shifts.
$ `& r( }$ _4 u, O+ A( Z* y8 I- Effective professional written and English verbal communication
. R s/ K; h' Y6 Nskills.7 c9 c% C: A5 V
- Flexibility to perform in a dynamic work environment.& u. x. c) I( [
- Positive interpersonal skills to thrive in team orientated! [% Y7 Y5 u9 a9 ^1 G4 U) P
environment!/ g; R7 d. G7 v- O
- Accurate and attentive to detail. Strong mathematical aptitude.% [3 Y, h" J2 ?9 D# ?/ n
- Demonstrated ability to work as a contributing team member.
8 H$ ~/ \& {" F; r- Ability to apply appropriate judgment in the management of
0 Q6 t3 r+ f# oconfidential information.
4 L( h9 P5 l D M# W" P" x1 M- Clear Criminal Record Check./ k. h& e' b. H E
g" o5 \& E5 [& G" ]) A; D
Good luck,
! z0 h* k3 e! u& k J4 |
. P7 w# f" O5 n+ uKaruna Bhavsar
% @2 a' m( C# P* k: E+ H; `, y& M! E8 p" D
Welcome Centre
/ S9 X5 R- Q' c+ P0 n8 nSupporting Aspirations Connecting Dots n/ W8 h( p# b3 b: \: z0 W
. L3 w- R6 @7 j. T. Y
#335,TowerII
: f" L8 Y5 \- N' t- i& FMillbourn Market Mall- \- V+ n2 S/ k8 _* r h
7609-Millwoods Road
; ^ I* y; U2 Q- gEdmonton,AB T6K 3L6
/ D1 E: u/ V+ ~& nPhone # 780-462-6924
/ e' p* S, U4 e* l/ l% nFax # 780-466-6594 |
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