Call centre representative-ATCO

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. Y: e! ~, O: U1 W; [, c" A" \, h) PLevel II - Call Centre Representatives (Permanent)
6 E1 Q3 a7 V! T3 X1 V0 `Competition Number: 65A11 16
Job Category:Customer Service / Call Center
( }4 l, n- V% _4 E' QPosting Date: 4/7/20112:13:00 PM
5 L( x, Y2 P' j( aClosing Date:5/31/2011 4:30:00 PM
7 `3 s% B7 x! {  l$ @Job Location: Edmonton
. n% d7 w: v" e5 M% O% S7 a
4 \* j# T0 A! T+ J0 x9 YDESCRIPTION
7 u! X4 W* }7 g$ E! `4 R0 D
AMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
' R3 z7 Z! M; o% H4 P+ Z& M(16-30) hours per week, Call Centre Representatives to work in the
$ V& o" E2 [' c4 pCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ f8 d% [* l+ |0 `! N, i' C8 c7 y, a$ 18.83 per hour.
1 |3 C3 d% G) j- CShift Differential: additional $0.80 per hour for hours worked on
( G: `% u4 H+ [Saturday, and $0.96 per hour for hours worked after 5:00 pm.
6 T4 B) X7 ~/ g

, m8 |: p. K! ^2 rThe Level II – Call Centre Representative assists customers by
responding to
/ x4 [7 G3 L/ I' q* ]9 U, L4 O- D& aresidential, commercial and rural account and/or service inquiries or
% a5 k; d  o8 @9 Icomplaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.
3 D! h8 }5 a. ^* o5 G9 Y1 |8 D+ n
" d- ]" p- h! e: P/ S

: e2 y: v" a( ?2 v* h1 K  T+ IThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
# R1 h: n; L6 O! W, BSaturday
2 E7 `) B/ c, \" l. I2 K& p/ c/ t8:00 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
* U' C9 d! n* Mfor
3 Y2 N9 a, \, S% A: A8 ascheduling purposes. Work schedule will fluctuate.



1 _7 ?: _1 h; i! C1 ?3 E! u8 kThis position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.
, \3 h( m/ ^" d- I# F
RESPONSIBILITIES

7 |* m4 t( H' h9 C( h& }, J6 w+ Z- Responsibilities included but are not limited to:
9 n* I. M& ?: N0 r, E( M: q; B- Respond to customer residential, commercial and rural
account/service
inquires.
% p2 |1 i& O/ e( g/ v+ a6 A9 _- Solve a wide range of customer issues in a dynamic, high volume
% h+ o7 D0 w0 J) ^+ L  Mand
! V/ N8 @4 D3 t% y& Yfast-paced environment using initiative, creativity and
  X7 ]. `6 B, k$ y) t1 U* ndecision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
3 W# v7 W0 B% v/ _, }4 x- Provide information to customers relating to energy management.
3 q1 y0 P8 i1 i. u- I( `* l' ~- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
8 q6 o$ q+ h3 }# N' Q- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
6 V: k8 c2 c6 u- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
% B! g- R, A# `6 ocompliance
9 O8 t) g. g; F, \9 y2 i  _( uplan.
6 j* v  B, b2 r0 a0 a5 P" j0 S2 C
QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
, m+ W. v  ^( ^! z) x' Oprovide
proof of education)
, X! U" V' \: B2 ^" z- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
2 E7 P4 [7 G* y& v# W; Q. N- N7 zworking knowledge of Windows XP.
8 q4 ^) C: _: R4 K0 h# b4 `- Proficient keyboarding skills.
/ |' z& p) R: f  y& p  a2 D- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
+ B5 v0 K' E, z  \skills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
- 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
( T" e- O5 N( D; q% u* cconfidential information.
  ^1 u) F+ Q3 B  k- Clear Criminal Record Check.

Good luck,
- x. i5 t( r% s7 T
( Z5 v& M- r- `. |  [Karuna Bhavsar
( Q0 G: F% g# l9 W& \* j
! e; k" G. j" f# IWelcome Centre
. s8 ^5 c# `. w. rSupporting Aspirations Connecting Dots
+ ~2 j* F1 N2 V( q) m3 o8 q
  G1 m6 c" v5 ^# @8 g. ]$ _#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
0 W6 \( n$ C3 ~1 o, ~4 S- pPhone # 780-462-6924
, T$ q" |( G) g$ q# Y& GFax # 780-466-6594

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