Call centre representative-ATCO

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) K9 C7 A5 `/ w+ [0 Gassistance to apply for, let us know and we will arrange for an
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Level II - Call Centre Representatives (Permanent)
4 p: P, [' z% c* `# m  l) MCompetition Number: 65A11 16
# k! u8 D# L/ }! FJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
- {# N! t0 Y% Z4 M/ _; v' C0 uClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION

AMENDED - April 26, 2011
5 y- {7 A7 D" lATCO I-Tek is currently recruiting qualified permanent part-time
9 o% D5 \; ~6 W! Z5 ~7 @(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
; s2 f$ I$ k" s/ y, HSaturday, and $0.96 per hour for hours worked after 5:00 pm.
) F1 p. F. b! _& i( K

! I5 \' I- u: N1 eThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
+ ~+ H2 T; X  S' E6 H& b4 \complaints received by telephone. This role is responsible for
9 h* n' V4 f4 }9 R! h3 Rdelivering
excellent customer services by focusing on first call resolution.
* H; e* |+ t* c+ I


% s+ D  k, V5 ?0 w( Z$ gThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
# q3 I4 l3 n- ]* j2 N7 Y: g8:00 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
for
# \, W1 P7 l9 W, w5 e3 H" Oscheduling purposes. Work schedule will fluctuate.
) W6 _) x  G. g* l0 R% J# t& {5 I3 G. i' V


This position is administered under the Canadian Energy Workers
Association
; l+ j+ s  i  GCollective Agreement, Job Posting provisions.
7 d+ L$ {* E% e$ I
RESPONSIBILITIES
/ q" t9 b# J3 t/ F0 |6 `
- Responsibilities included but are not limited to:
5 m0 R* ]' A2 s6 A% j- Respond to customer residential, commercial and rural
account/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
5 i& F+ u0 t: C' m& ~; bfast-paced environment using initiative, creativity and
* A! D+ W* B) @. h; Xdecision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
" s5 i! K: y, ]  K% ~8 D- Provide information to customers relating to energy management.
6 n$ U% d4 K2 ]3 E- Calculate customer bills by performing complex rate calculations
, ]  e. k. t2 i  X. u, m$ Qwhile
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
( z* x' K/ N9 f/ K6 X; J$ V5 R! Jamounts, account status and receipt of payments.
- Process customer account information in a measured real time
5 \4 Q* H9 U8 K  C; J, Eenvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
  ^& L/ g2 k* ^! ccustomers.
3 m3 X$ v5 R' t5 S/ `- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
+ S" b. W6 G, c1 Iplan.
7 L2 g3 g) d" X  l1 t* k
QUALIFICATIONS
$ P$ [# `; H4 M; A$ B, l" v
5 e, f3 u. \. d3 D$ I- Grade 12 Diploma or equivalent (applicants will be required to
' U& n7 b# N# K4 U8 |9 hprovide
  ?. |( F1 ~$ h2 w# p* e. ^$ Q) aproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
9 |' V0 v& @! d; I/ c  P- Proficient skills in PC office applications (i.e. MS Word) and a
! r5 E% \5 J* uworking knowledge of Windows XP.
! [5 _6 O5 n+ d' x. }; T- Proficient keyboarding skills.
- Call Centre experience desirable.
5 F! y- C1 \3 f1 ~8 t- |8 a- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
0 f' \/ ~& L8 Q3 o) Fskills.
- Flexibility to perform in a dynamic work environment.
: g0 H! [& M* m( f& X) R( [- Positive interpersonal skills to thrive in team orientated
: {4 |- B8 h! Lenvironment!
0 O+ h9 n1 Y# c  j7 S  k% s- 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
; a1 A0 ?7 f" U3 ^3 Tconfidential information.
3 e4 z& \( d) O- ~- C- Clear Criminal Record Check.

0 A5 Z' g9 f! o) V5 \9 b9 hGood luck,

Karuna Bhavsar
" A* ^3 r2 f3 z. w
Welcome Centre
' b  g5 J9 @* K% ]% eSupporting Aspirations Connecting Dots
, i% n; L" O: C" R" a4 V+ r
8 `7 ]' ?1 M6 |: c0 Q6 E; p8 {#335,TowerII
( N) E5 D$ L; Z0 a* RMillbourn Market Mall
! N/ t9 H. g. T% d6 v! C7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
* Z. o4 V% k6 j- p/ X( X: VFax # 780-466-6594

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