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If you think it matches with your skills and experience and you need" E9 j4 u: F# l& N* ?" ]
assistance to apply for, let us know and we will arrange for an$ N. b5 O* g. H, I8 w& g: `
appointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent) ( n2 m0 D, Z$ x& p" f
Competition Number: 65A11 16
0 t& P$ n f- S0 W8 b9 HJob Category:Customer Service / Call Center
+ c. D' u; a. L7 X0 GPosting Date: 4/7/20112:13:00 PM
0 ]3 U1 _5 F/ z3 Y, k9 kClosing Date:5/31/2011 4:30:00 PM $ ` e0 ]8 Y$ G
Job Location: Edmonton
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$ q6 p& H, Z% b1 fDESCRIPTION
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# t% g. h# R6 q5 \7 hAMENDED - April 26, 20114 I3 m! J* M3 w7 C- O" {: O) ^) K
ATCO I-Tek is currently recruiting qualified permanent part-time0 M2 n6 m8 I$ r7 a' p
(16-30) hours per week, Call Centre Representatives to work in the: Q7 K6 D! B6 ~6 p" h. @6 G: a
Call Centre located downtown Edmonton . The pay range is from $14.83 -
, r' ?; _" C# @* d( v$ 18.83 per hour. $ |5 n7 Q: e- ^* Q/ H! F+ _- z
Shift Differential: additional $0.80 per hour for hours worked on
! f) r- G, M( F7 GSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
[6 V; \; x+ p* I( V* |! K% _" gresponding to
: E" |/ b/ w: Kresidential, commercial and rural account and/or service inquiries or; n, W! w( f* ?8 K! f1 C$ V9 x8 H6 ^1 O
complaints received by telephone. This role is responsible for
% T/ _. y" U9 ]# X1 \' }delivering7 M+ m$ C' L, O# w
excellent customer services by focusing on first call resolution.% y, M/ g8 H, A/ Q- v
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) t+ |. O6 e9 ^4 s }+ ]The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and' `( a* a0 w& R0 ?$ O
Saturday) j/ H# O/ A8 h
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
+ w1 \# C" F: kCentre employees must be available to work all hours of the Call Centre
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scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers, y; V0 Y0 ]/ }( s
Association
, }6 @8 M' H6 S% aCollective Agreement, Job Posting provisions. S/ @% ~; ^6 F+ E, X1 `
; o1 @' N1 k- h4 ~/ kRESPONSIBILITIES
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- Responsibilities included but are not limited to:
9 \* |1 Z7 {7 L( y2 y, L- Respond to customer residential, commercial and rural
1 s; _- z7 Y' Q$ B( ?( k# qaccount/service
5 h: R0 D6 @$ S5 j- Sinquires.
( ^; _; m: q+ \4 {- Solve a wide range of customer issues in a dynamic, high volume
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fast-paced environment using initiative, creativity and
5 C& K# F$ c0 f L# m: X+ Wdecision-making; b6 s6 b/ H) ?! S% k
skills.0 f/ S- I- V+ d3 ~, l9 ?
- Up sell, Cross sell and retain customers is mandatory.
# v4 H' C9 o) [1 {- Provide information to customers relating to energy management.
5 l0 b- @- Z, k/ L- Calculate customer bills by performing complex rate calculations; `) c' X+ Q0 a, _! v8 l
while; L. ]3 U* S# [2 o7 k1 l5 b4 ^+ l
using a thorough knowledge of various rate structures.
$ f; f+ W8 I. \- Explain customer bills to a diverse audience.
4 O! G6 R# t& w2 H" b- Investigate, analyze and respond to inquiries concerning billed1 \7 f) w) O1 P+ J0 s6 r7 Z
amounts, account status and receipt of payments.
8 f' y% p" ?2 M/ \ R- Process customer account information in a measured real time0 r7 S, `0 b* D6 l8 e' C" B
environment.. O4 j- T; s7 X/ X
- Provide caring customer service to all customers.3 f' l V. E+ c0 g" N
- Defuse potentially unproductive interactions with irate
9 l1 g. r" F; Q% ~5 O3 _customers.
5 r2 M4 [% w& [; A- Respond to emergency customer service calls in potentially
' }( C' V; P& `6 m; Z% [, U6 Xlife-threatening situations.
7 ?. ]+ ~! `. L" v* E; H9 X- Work with minimum supervision./ ]4 V# I n* ?
- Understand and abide by governing legislation, codes and
* _( j% X" `) l) R. }/ G% Gcompliance7 A1 i$ j5 z& p5 Z+ K' v. x
plan.
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QUALIFICATIONS& R; [# Y- m. c, t# A; n6 z$ _+ t
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- Grade 12 Diploma or equivalent (applicants will be required to5 c% R8 Q1 F% X7 b; S, `
provide
- [9 l1 J5 B, H4 X6 H/ ^4 p3 Qproof of education)6 |$ p# i7 E3 Z( S" D
- Successfully complete the Call Centre Simulation Assessment(s)
+ ~; i/ V' u: y# F! J; D+ m6 c+ b- Proficient skills in PC office applications (i.e. MS Word) and a
& v* b4 O% P$ f* s! L g V% Lworking knowledge of Windows XP.. `/ @' f# E" s; n0 i7 r* ?
- Proficient keyboarding skills.8 q G, o) w7 f9 P9 J& i" [# f
- Call Centre experience desirable.
3 z) P% ?, d6 {' W, O/ o- Demonstrated reliability and ability to work rotating shifts.
" M! \' y; n( A& X# ]- Effective professional written and English verbal communication
4 f' X6 ^% v( V) j. [# T* E; {; pskills.4 V- S9 A3 U, k5 T% A4 J: Q/ s
- Flexibility to perform in a dynamic work environment.
' f4 F7 H2 E" B- Positive interpersonal skills to thrive in team orientated
1 i- c) v6 A# [3 N( h4 Cenvironment!$ K! G" g# E: k* s
- Accurate and attentive to detail. Strong mathematical aptitude.
- d. d1 e7 |9 z9 j- Demonstrated ability to work as a contributing team member.
6 V( u4 g$ `* M* [. Y! p0 t- Ability to apply appropriate judgment in the management of& t0 f1 S6 U# K3 t
confidential information.
) W" ?, Q- ~3 x d" `4 ~- Clear Criminal Record Check.) U/ e+ o2 b: ~
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Good luck,) X0 S z' K. p {5 o: ]8 B- p
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Karuna Bhavsar! T/ Q# [/ u) z3 O& T! Q, g* R6 s
, P/ W4 y* _/ H8 aWelcome Centre # S" U: I+ c# B0 X) |$ u
Supporting Aspirations Connecting Dots
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7 M/ S4 d, [# }#335,TowerII
3 k; g7 t( F8 j- T' OMillbourn Market Mall
; k! J5 k( l! E% w/ |7609-Millwoods Road
7 X3 {/ b; w/ ?) O8 |! l. TEdmonton,AB T6K 3L6- M) r0 _* C+ P' y' [/ R; Y* l1 y
Phone # 780-462-6924
2 ^9 d8 A" Z0 \2 EFax # 780-466-6594 |
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