Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
' u, N: a& G- R8 a& z( O+ Massistance to apply for, let us know and we will arrange for an
$ A4 P; i/ R2 pappointment with one of the counselor.
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/ X; f& A5 T  G) V& MLevel II - Call Centre Representatives (Permanent)
8 j+ T1 U) v" V# L# t0 `3 cCompetition Number: 65A11 16
" w8 B+ ]' h1 S) v) t+ hJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION
1 X" w6 Y2 h% s  I
* D( T- k3 u: B6 T- vAMENDED - April 26, 2011
. O/ ?: Z; u) `* M: N$ DATCO I-Tek is currently recruiting qualified permanent part-time
4 B  h. m9 o3 w% K(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
, X" z7 g" c' MShift Differential: additional $0.80 per hour for hours worked on
: {$ T' y7 v2 q  H% `! L" [6 oSaturday, and $0.96 per hour for hours worked after 5:00 pm.


The Level II – Call Centre Representative assists customers by
4 _' E/ q8 u* h" [- O1 Uresponding to
( k! M0 r: Z- G2 I" Sresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
3 Y$ Q& Y3 W" S* mdelivering
excellent customer services by focusing on first call resolution.
0 x: E; a) s, S* j' n) l
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
" j) ]3 X2 i' s# KSaturday
6 R& X* V$ a5 ?* U% s! \1 \8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
Centre employees must be available to work all hours of the Call Centre
for
( b' y: t# C& J% c% Fscheduling purposes. Work schedule will fluctuate.
* K9 x5 [# T: g( T3 t; A) y: O9 `( b

" H! j& p/ B  l  Z$ B
) H, ~" ?6 K. g3 F5 uThis position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.
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  m" ]; H+ E. R. B0 L1 S6 {8 }( xRESPONSIBILITIES
6 K2 Y& r3 e/ }5 s( p. g' u& l+ u
- Responsibilities included but are not limited to:
) @8 X- \7 P6 |, ~- Respond to customer residential, commercial and rural
8 q' [) L6 v# Q* \/ |account/service
* t4 p. _; ~; Y2 T8 y3 X0 P+ Sinquires.
+ G8 V, o, u2 {$ D: ]- Solve a wide range of customer issues in a dynamic, high volume
; I# M: i1 s) v& P* fand
# t3 q0 A- |, xfast-paced environment using initiative, creativity and
' `. A# U! v0 P& ~& q) B3 _6 qdecision-making
skills.
! k. S; ?8 ^9 S9 w5 y- Up sell, Cross sell and retain customers is mandatory.
% m; ?- r8 i) {/ I8 G% b- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
1 l4 h: K  {7 O- fwhile
" O% J% {+ n  cusing a thorough knowledge of various rate structures.
  ]: M1 x/ ~4 Y* ^  J- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
/ a+ _5 O$ e2 d0 @amounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
3 `+ C- U" G+ `/ n/ ?customers.
; f  T9 X, R' r- Respond to emergency customer service calls in potentially
& ^3 \5 X6 g  C. E  Jlife-threatening situations.
/ p" p$ s- U* i) u2 C- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
plan.

QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
  ~7 x* b! Z8 }  v- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
, p% F% b/ h/ F" D7 P8 ~+ ?3 F- Proficient keyboarding skills.
' \6 E5 x# Q' v; F( f. D- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
7 d) `" a( u, @skills.
- Flexibility to perform in a dynamic work environment.
5 p- l# S5 C1 G% \- Positive interpersonal skills to thrive in team orientated
: a9 c  L* o" n' v& uenvironment!
. N: c" }/ P# s+ P4 \& N* ]- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
confidential information.
$ i  e" ?0 B6 p2 H( P" y/ K& @- Clear Criminal Record Check.
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Good luck,

) G  b8 n; T+ q6 x  p5 }/ H& q' XKaruna Bhavsar

Welcome Centre
8 K( p& l. l' K1 F% i5 PSupporting Aspirations Connecting Dots
$ b' d1 Y( l1 [( `
#335,TowerII
1 x- z5 g3 Q/ l/ d) f- m7 jMillbourn Market Mall
6 t+ F* Y' U# i. @( n7609-Millwoods Road
Edmonton,AB T6K 3L6
+ q- _& |+ k. m5 \- cPhone # 780-462-6924
Fax # 780-466-6594

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