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If you think it matches with your skills and experience and you need" n) r! ]* V% `6 T; H/ q# e
assistance to apply for, let us know and we will arrange for an6 K8 h% }; |& d
appointment with one of the counselor. % D! Z3 Y. p$ o2 A6 l- \3 ~2 q) P
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Level II - Call Centre Representatives (Permanent)
8 s- V5 U3 C& [3 n7 L/ f" Z7 v6 \+ LCompetition Number: 65A11 16
% H! o3 d2 @7 t0 p/ j4 S3 u. IJob Category:Customer Service / Call Center ^9 g% G3 Z- X/ }. E1 x' b
Posting Date: 4/7/20112:13:00 PM
( h, P2 X8 b$ u) d9 w% [Closing Date:5/31/2011 4:30:00 PM
( K( \, c1 s5 ^3 Z2 rJob Location: Edmonton& {: ~/ [3 w: m( ~5 B+ ~5 K
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DESCRIPTION# V4 Y! T/ C9 h8 `
% i7 L+ T0 h! `( H4 QAMENDED - April 26, 2011
+ `! L/ \& g+ f0 CATCO I-Tek is currently recruiting qualified permanent part-time
W, [( [; _3 y7 x" G4 L) P(16-30) hours per week, Call Centre Representatives to work in the2 z4 P5 b @, ^* H; g, t
Call Centre located downtown Edmonton . The pay range is from $14.83 -7 o' F) P$ g- }# X
$ 18.83 per hour. & F* l! Y9 B0 s) m1 z/ T
Shift Differential: additional $0.80 per hour for hours worked on
7 p8 o+ ?# j, E* p/ _+ k ]Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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" O) h; r9 F9 d+ X+ S( KThe Level II – Call Centre Representative assists customers by w9 w S. F) U! r. c7 e5 s6 ~
responding to U0 C) p# f2 k
residential, commercial and rural account and/or service inquiries or
1 T+ U' R8 f1 N0 w1 ?complaints received by telephone. This role is responsible for
L) D# u0 d/ J6 vdelivering
1 f! O( m3 ` U9 |$ [ cexcellent customer services by focusing on first call resolution.: O2 ?4 {% ^) ]6 v0 B$ \+ e
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+ w A" J3 ^: b
0 G( d$ \. @" v; \1 fThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and6 O% C, N2 ~( C; ?# g) ^
Saturday2 } d* B* F8 P' N& s5 Q+ z
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
+ z$ ^* _5 S- b5 ICentre employees must be available to work all hours of the Call Centre
! g5 Z- D2 `- M3 f' Mfor' d# t8 a0 R! L0 H
scheduling purposes. Work schedule will fluctuate.
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' c# e6 _4 Q2 P# r. h" u% W. x9 [This position is administered under the Canadian Energy Workers
- C0 B2 e9 B4 W' j4 nAssociation) J8 H4 b1 F& U5 T3 {+ v
Collective Agreement, Job Posting provisions.
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+ E8 T9 ^ l6 [3 b7 tRESPONSIBILITIES
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3 ` B5 f: @" s5 S; a }- Responsibilities included but are not limited to:( O8 s) ?% y# M6 s
- Respond to customer residential, commercial and rural* u: x3 G& X! l1 y
account/service
) M( {5 L; N, R+ C+ r5 d- pinquires.
9 {& ]5 Q* u: S5 u8 A6 B- Solve a wide range of customer issues in a dynamic, high volume6 X. W. E1 P, r
and5 I# c' O8 w) b+ t$ y8 y/ r% |; H
fast-paced environment using initiative, creativity and
6 O0 }5 c+ i- I/ Y" S% Hdecision-making4 ?. b( q. [& A/ Z& l
skills.
8 G! m' H# I( W5 u- l _- Up sell, Cross sell and retain customers is mandatory.
; I1 l3 p* d Y- s9 o& S+ D8 n- Provide information to customers relating to energy management.
p. u9 o. E7 d9 H- Calculate customer bills by performing complex rate calculations
" Y( X2 m! W- I1 T. W7 t' hwhile
- {4 J4 x8 |. {6 Zusing a thorough knowledge of various rate structures.8 G/ K7 y" I/ b, X4 U# [2 X
- Explain customer bills to a diverse audience.
/ B( F0 Q- b$ S$ d6 V$ F- Investigate, analyze and respond to inquiries concerning billed- J8 e D- Z8 \+ a
amounts, account status and receipt of payments.# L, a$ c4 x1 o; t$ w6 Z
- Process customer account information in a measured real time
0 G0 H8 I; V) L2 j. {/ cenvironment.6 `6 m; C, y& j# u8 U
- Provide caring customer service to all customers.
$ H2 E8 M8 B9 C0 @( u$ S- Defuse potentially unproductive interactions with irate' z9 P! P" S* G0 @; o. s! {8 m: r
customers.
% y* H9 x, S! q. g1 i- Respond to emergency customer service calls in potentially- G4 a) J& \- I, H; _4 ^0 a
life-threatening situations.
' e1 S, h* ]* C2 v8 p$ L" X- Work with minimum supervision.8 e. m' Z( s! }- P/ I# Y) L! ?
- Understand and abide by governing legislation, codes and3 S {& e3 r; E% G p8 y
compliance" b! Y6 b3 f, ~( I
plan.
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5 N: {" q, g6 ~* \ z! B& pQUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
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proof of education)
$ q4 {) a$ j7 T6 v- Successfully complete the Call Centre Simulation Assessment(s)0 ]0 {% G, E. h" A
- Proficient skills in PC office applications (i.e. MS Word) and a
) M) s2 j& p, p" E' i! vworking knowledge of Windows XP.5 Z; D( Y( _& f/ e/ J
- Proficient keyboarding skills.
, v: V3 G8 W' Y2 H9 H: I4 P: r- Call Centre experience desirable.* @5 ]0 H! z% q% F$ h* }
- Demonstrated reliability and ability to work rotating shifts.0 h& s/ z1 p% C3 y2 Q! q
- Effective professional written and English verbal communication
- m+ P7 v; q! v+ Z( h" vskills., _ I; w. r. \# z
- Flexibility to perform in a dynamic work environment./ L$ }. a1 F1 _8 a" Q
- Positive interpersonal skills to thrive in team orientated
8 D0 F5 x/ A4 G: ]4 P/ X' q' Yenvironment!+ H& R) j6 ]. F- Q' O- B. P
- Accurate and attentive to detail. Strong mathematical aptitude.) T5 O; `* f3 X
- Demonstrated ability to work as a contributing team member.8 v, k7 Y* e2 A0 X& b
- Ability to apply appropriate judgment in the management of
0 t( s. Y4 v% H4 q \confidential information.4 j4 d3 V- J' z- m
- Clear Criminal Record Check.2 h6 i9 y6 s _; F5 R7 ~
$ n+ N" s. x6 b# ?) \Good luck,
% ?8 c( P/ ?- K& t+ l) Z/ u, `# Z3 B3 u
Karuna Bhavsar
8 M( Z/ p% B! ^' r
# i" Q8 |9 V r [8 H3 WWelcome Centre
3 v5 E/ c8 l5 YSupporting Aspirations Connecting Dots
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#335,TowerII 1 t* q- F4 n3 b& y
Millbourn Market Mall
. a* J% D$ k* ~. r8 I8 n$ _0 G7609-Millwoods Road1 ~! F/ O9 v/ h- ~6 b
Edmonton,AB T6K 3L6
- ]) U: N! c ?Phone # 780-462-6924$ I' L6 H9 _7 o4 C/ d
Fax # 780-466-6594 |
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