Call centre representative-ATCO

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4 I& p2 B9 H! `4 O9 V* n4 M* qappointment with one of the counselor.

1 C, L3 T+ d0 A0 u& k; fLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
, x: q! @; v# V, K. x  R0 X* h7 AJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
6 j# y, r* Z8 R1 QClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
  W! r" X  l; \1 @+ i9 t/ P2 L
( R6 ^' t9 R6 p. `- |. I2 n( j) W7 XDESCRIPTION

) m% r# ?, y, b9 `7 SAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
/ p" v9 }2 m1 ^: b1 F(16-30) hours per week, Call Centre Representatives to work in the
* B( F) v- D5 A! g* rCall Centre located downtown Edmonton . The pay range is from $14.83 -
9 q1 C& x5 M+ e7 `$ 18.83 per hour.
' @% `9 T  @# {Shift Differential: additional $0.80 per hour for hours worked on
) q4 K, _+ s0 E, MSaturday, and $0.96 per hour for hours worked after 5:00 pm.


& @+ Y; t6 \7 N5 O. SThe Level II – Call Centre Representative assists customers by
" \2 g$ v: D) M/ mresponding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
' |+ c$ i! ~# s8 {, X% Adelivering
excellent customer services by focusing on first call resolution.
, \3 V; y7 z6 p5 x& \$ a( J


. k$ g( b- G/ KThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
8 }0 D5 R, ]0 g8 j: g+ V/ j# a) A2 G5 _Saturday
# M& ]5 B% S" D& K; A. n" ]: `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
4 m6 q- R" I8 n2 R: e3 N' ~for
) }$ ~% V: ~2 w7 s8 K. Tscheduling purposes. Work schedule will fluctuate.



% P7 n' _  `8 j# CThis position is administered under the Canadian Energy Workers
0 c2 L1 q  T* x- C( h8 yAssociation
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES

$ v2 F* }" e! z) R4 ^1 ]: a$ l( [- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
- j8 H" E. l! G; [( D6 m' finquires.
- Solve a wide range of customer issues in a dynamic, high volume
. P/ ?$ @" Z+ R, z& n; fand
fast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
4 s- K! ]# {4 A$ z, e; H- Provide information to customers relating to energy management.
" C/ Y- t1 H, d/ O8 \7 _6 H$ x% ]: x- Calculate customer bills by performing complex rate calculations
while
3 W3 j" B+ u$ \. S- I5 V8 Ausing a thorough knowledge of various rate structures.
' w! s! e7 T) a; T. z, ~- Explain customer bills to a diverse audience.
& a. Q) ~; q1 n. C) F- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
- Process customer account information in a measured real time
& S6 w  l! }+ J- l8 t/ Penvironment.
% f4 r% s. o. A+ u- Provide caring customer service to all customers.
. k; `4 l5 F4 e$ H+ U- Defuse potentially unproductive interactions with irate
" l- G$ h) |0 R5 ycustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
, {9 L8 z5 f+ ^compliance
plan.
6 y- V/ L3 D7 O; j' A; I* E
QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
0 S" e8 [9 `" J( D1 X- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
% R8 D4 @  {' Q( P% M1 lworking knowledge of Windows XP.
- Proficient keyboarding skills.
4 p2 Y, y' ?$ D7 M- Call Centre experience desirable.
9 W6 X3 z' f* @6 L# H) _* J- D- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
% R% {6 s* D3 v+ X) hskills.
" u3 U+ A0 g- \% o- Flexibility to perform in a dynamic work environment.
  N6 \( v$ o5 b. G' F- Positive interpersonal skills to thrive in team orientated
9 N& U# T  y+ ?) ~/ d2 b  Penvironment!
& k+ ^4 P8 M2 s7 H3 Q9 y- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
" P% ~+ |& W# o- Ability to apply appropriate judgment in the management of
confidential information.
: N, B/ G' T, ^" B7 u- Clear Criminal Record Check.

  v& J1 c2 A8 g6 a, MGood luck,

Karuna Bhavsar
. |4 i! S# j* H$ A3 r
- x* I' g, `2 ~% K4 h- ?Welcome Centre
$ ^# C. E( n% ~0 QSupporting Aspirations Connecting Dots
+ g4 r" G4 b7 w, _& J
#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
& K- h# w" M; S5 K4 m8 @  Z1 _* g5 _Phone # 780-462-6924
Fax # 780-466-6594

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