Call centre representative-ATCO

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) l  E0 B1 H1 R) b# yLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
  c- k5 L2 A4 GJob 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
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$ I- q# I. W1 I# Y* F9 z8 h+ a  PDESCRIPTION

AMENDED - April 26, 2011
7 [2 T- p3 Z, F- o$ bATCO I-Tek is currently recruiting qualified permanent part-time
8 c9 o. \; ]% s1 H( r(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
' x& X2 B& b0 R! Z& l/ X4 ~7 C$ 18.83 per hour.
# [6 }3 Z9 T/ Z" T; ]% W1 }Shift Differential: additional $0.80 per hour for hours worked on
# H% h4 G* }! J" f2 _+ ~8 a/ OSaturday, and $0.96 per hour for hours worked after 5:00 pm.

9 b/ s1 G) s& m( ?. o
) Q) ]7 P. c4 [( ]8 HThe Level II – Call Centre Representative assists customers by
- N3 L4 L4 u7 b  n* k; \responding to
; v8 R3 {1 @) e* Iresidential, commercial and rural account and/or service inquiries or
( Q( H" E" t3 X0 l' g1 a. jcomplaints received by telephone. This role is responsible for
delivering
excellent 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
3 M, r& Y2 z2 o$ k" t/ @' ^" U7 }" B, sSaturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
* T# a: w/ M$ j$ |+ L6 ACentre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
: i* u: h' Y: c9 \+ m0 Yaccount/service
$ O' m& Q  n1 ?3 s; b& Z! Y4 Jinquires.
! J0 m0 Y7 O7 n. V1 @7 B9 s- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
  M0 V& k4 `0 g; q1 b1 [decision-making
: A* s! R) e. I7 Lskills.
4 t+ t' s! V9 U* K: w$ V2 \( k- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
0 F, l# n) {& ^5 C) V) ^2 H- Calculate customer bills by performing complex rate calculations
while
9 @: @" k' s4 ]1 G# @& Zusing a thorough knowledge of various rate structures.
- Q' E* b2 r! X7 U0 U- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
) q+ B. e# ^* W- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
" K5 ^8 }+ J! V1 [/ y- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
, Q- g, w2 o: a- Understand and abide by governing legislation, codes and
6 X; x, u1 B) r' i/ Lcompliance
- Q/ \3 o8 g" b. X: Pplan.

9 S7 h/ p2 S6 t/ VQUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
0 |( V0 y; c$ a& c8 p4 Z& w- Successfully complete the Call Centre Simulation Assessment(s)
! f& Q  w- H: g5 `0 s- Proficient skills in PC office applications (i.e. MS Word) and a
7 F, D& b* U* I9 J$ kworking knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
$ W5 e+ M7 O4 r$ w. y9 h2 }* K& o- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
+ q1 M6 s6 M7 x" A/ }; `: d- Positive interpersonal skills to thrive in team orientated
environment!
2 c) T- o* E1 |2 }4 o- 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.
- Clear Criminal Record Check.

Good luck,

Karuna Bhavsar
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Welcome Centre
! \* c1 S3 _; r, R" y$ U. A7 aSupporting Aspirations Connecting Dots

#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
( r" B$ d# F6 `1 t! D, REdmonton,AB T6K 3L6
1 e6 P. |/ W3 L, C) R- SPhone # 780-462-6924
/ H8 B1 j& W6 y% h+ r" MFax # 780-466-6594

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