Call centre representative-ATCO

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: R9 P; q8 t+ sassistance to apply for, let us know and we will arrange for an
appointment with one of the counselor.
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2 h3 k! ]- ~& n! N- zLevel II - Call Centre Representatives (Permanent)
- H+ M& b+ F3 E* |" \: @, KCompetition Number: 65A11 16
6 f9 e# V  S& p- p0 ?/ _Job Category:Customer Service / Call Center
7 A! a" T) e% e) c* |Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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DESCRIPTION

/ T; `. @7 s$ b, eAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
' e& S! E4 e. O3 p- DCall Centre located downtown Edmonton . The pay range is from $14.83 -
9 i( i, S9 [5 S7 C: a: B$ 18.83 per hour.
) V( n! j+ {5 ]5 `+ x4 ^( ^6 ?Shift Differential: additional $0.80 per hour for hours worked on
/ K$ W7 o7 J% S# hSaturday, and $0.96 per hour for hours worked after 5:00 pm.

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" f7 R5 f: D. c) _1 IThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
4 q, s. ?0 z7 e3 W% W* _complaints received by telephone. This role is responsible for
- s, r# d; t% y  d& X( t2 T8 R( zdelivering
excellent customer services by focusing on first call resolution.
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: q; p! }! l" M9 h2 f, QThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
. W: A* O) \( u( B1 p* F( S" qSaturday
$ ]' w" g# [( ]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
) Z+ F3 x: F8 X; [for
scheduling purposes. Work schedule will fluctuate.
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7 v. F( Q+ j' @' S  J

. J2 J! c( v1 k+ h: }This position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

2 [+ ^( N4 k+ _: G4 s. B0 i, `+ \RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
% `+ n7 E$ p9 r2 H) q! T$ q2 [account/service
7 Z1 E/ K% s% b5 m6 Ginquires.
- F$ a# l- e: [1 L1 E- Solve a wide range of customer issues in a dynamic, high volume
& j6 ]2 p5 T; G  Mand
" _2 J2 R7 @5 Z: H! o& Z6 S( Qfast-paced environment using initiative, creativity and
+ q* A9 F& @& J3 i1 }& ~# d1 ?4 [decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
. j. N0 s' r0 [* \0 vwhile
* ]+ T. s" j/ M, Z- Gusing a thorough knowledge of various rate structures.
3 H# |- D5 V8 m$ T% ?- Explain customer bills to a diverse audience.
* I& \; `" k. {6 c- Z9 L- Investigate, analyze and respond to inquiries concerning billed
  K" g# C- Z9 s$ Z' Wamounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
1 `( s* ]: E; `& O& Q- Defuse potentially unproductive interactions with irate
) T; U  I+ p2 T4 Fcustomers.
- Respond to emergency customer service calls in potentially
2 m0 C/ R- }) j& p! Flife-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
: w: R* a, R, S% b) P, x0 ecompliance
9 P& }3 W7 T2 N/ W! gplan.
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QUALIFICATIONS
- {% T" ~. E7 O: ?
- Grade 12 Diploma or equivalent (applicants will be required to
2 r5 @" z% v2 K, x9 |# Hprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
7 _) O! _' A% r) W, V' o( g- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
0 T: n$ |4 V! \7 p- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
1 `" B- s" N0 V% i) K& [) tenvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
) {. K9 t$ c# g1 ?! F/ Q- Ability to apply appropriate judgment in the management of
confidential information.
/ V: L2 x4 |4 Z/ b- Clear Criminal Record Check.
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+ |4 W8 z/ ~/ k# S4 NGood luck,
$ L% S' V& J7 j# j, c5 k' `
Karuna Bhavsar
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: m; T! c- Y. j3 w% T9 Z: _Welcome Centre
+ j- A- K. l0 a( P! S4 K( S9 ASupporting Aspirations Connecting Dots

#335,TowerII
, @) b+ i& R8 M! j! c4 k/ m" h7 ]Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
# ^" G: h2 p! V; Q8 cPhone # 780-462-6924
Fax # 780-466-6594

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