Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
7 \' S* `( H" g+ [Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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- z9 F2 `" N; g1 X$ Z8 \: ~( \DESCRIPTION
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: y( L& ~4 b% t# @2 m: [" ZAMENDED - April 26, 2011
& Z2 k: \9 R% @/ @ATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
+ Y5 i# [( X" f$ CCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
responding to
9 O5 J; h5 u/ N2 u1 [- H# X) ^residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
& G& R$ S, G: \+ f2 Xexcellent customer services by focusing on first call resolution.

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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
% ~: C7 ~# u, C; N. b5 U. J7 PSaturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
4 v$ e, h! Q4 n. d( n, B% N) k( n* M, v, ECentre employees must be available to work all hours of the Call Centre
for
, P. n' b  k  A5 X7 Escheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
Association
# y  e& z& a' H0 @; _# qCollective Agreement, Job Posting provisions.
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RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
& J0 g% v7 j: T* O1 B5 |- Iaccount/service
inquires.
/ N. P, u# F8 M  D- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
9 z; a( A* l* H4 u; T# n) ]. W5 i* rdecision-making
2 f2 |" s# Q# A; t1 j/ n) Zskills.
) g8 \4 ]% b/ `% Q+ z- Up sell, Cross sell and retain customers is mandatory.
8 G' ^% D: c# K" U% d8 {- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
2 ?7 \, q* J" B; r  s! p& hamounts, account status and receipt of payments.
4 x7 \( r# @3 n5 p, ]  v+ W, {/ C9 @- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
! Q* ]' p0 p, W; a  n1 S2 Ncustomers.
, C; A7 c" w/ O+ A2 n- Respond to emergency customer service calls in potentially
life-threatening situations.
0 E+ D1 \8 d6 T* `9 t- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
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QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
: `9 Z. z4 C. y- o- w! m& sprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
9 Z+ n2 p% N. T& P: e) |/ Vworking knowledge of Windows XP.
- Proficient keyboarding skills.
9 [- P+ T# Z0 t8 s- Call Centre experience desirable.
9 j) Y. p2 r# V  l* Y5 d& J- h( d1 U- Demonstrated reliability and ability to work rotating shifts.
! ^- z* m9 @9 s% M4 ~- Effective professional written and English verbal communication
* J( r. e' Q. v  H' nskills.
& [/ W4 W2 Q3 t: h4 o- Flexibility to perform in a dynamic work environment.
# y" ]9 D6 h1 b2 U' \- Positive interpersonal skills to thrive in team orientated
environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
. a3 U5 U8 L# ?0 _9 `6 \- Demonstrated ability to work as a contributing team member.
- C; r/ ]5 E" l- Ability to apply appropriate judgment in the management of
" ]- \+ p9 }  K0 A( econfidential information.
5 Y5 h" r4 q& p) P9 O- Clear Criminal Record Check.
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  V% _: C; O- V9 X8 iGood luck,
) d  A7 F6 [: g
5 A1 }8 e4 _" Z. f8 IKaruna Bhavsar

+ Y$ g! C8 f3 O1 S5 ZWelcome Centre
7 b: v8 J* O" u$ n2 tSupporting Aspirations Connecting Dots
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#335,TowerII
& E* e+ x( G2 NMillbourn Market Mall
" x" v; ^- [$ U+ C1 @8 j- I1 r9 k7609-Millwoods Road
3 Z5 g; R6 p0 s. p& f5 tEdmonton,AB T6K 3L6
Phone # 780-462-6924
& p$ q5 }# Z. v+ ]) GFax # 780-466-6594

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