Call centre representative-ATCO

又见炊烟

If you think it matches with your skills and experience and you need
" ?( O+ u" G6 Z; B& |; U( c* fassistance to apply for, let us know and we will arrange for an
0 w( f) T0 u. `* {# l- X! Eappointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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% L# O3 W3 O5 I: n2 h% R/ d8 @3 c: {* ADESCRIPTION

AMENDED - April 26, 2011
. w. o. C( O' N( cATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
' P( r( R! C; Q  MCall Centre located downtown Edmonton . The pay range is from $14.83 -
5 G$ [5 l+ [+ s; E# r( i+ q- s& M$ 18.83 per hour.
. {( ~0 t  V) f3 `Shift Differential: additional $0.80 per hour for hours worked on
( E7 [( \( K6 C2 u: mSaturday, and $0.96 per hour for hours worked after 5:00 pm.

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/ k* B9 b% Y5 z0 g- X. a- WThe Level II – Call Centre Representative assists customers by
) X' h8 Y! n( e6 z5 R$ ]responding to
residential, commercial and rural account and/or service inquiries or
+ }2 \+ y* W" i1 E- v( Acomplaints received by telephone. This role is responsible for
delivering
2 O, S( ~9 y8 K( Pexcellent customer services by focusing on first call resolution.
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
6 o- R  w& s- H9 D" b; }9 O  ?Saturday
, @+ U: g: m$ K5 B6 \" [/ E8:00 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
& a3 M0 p5 T8 w+ V: P% Ofor
& ^, s( k+ X# @( M7 T2 w1 Hscheduling purposes. Work schedule will fluctuate.


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5 B( F5 L# ]* o1 Q) U% QThis position is administered under the Canadian Energy Workers
5 Z$ n/ K3 @! zAssociation
) E$ w6 |# y+ c( e6 D5 yCollective Agreement, Job Posting provisions.
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% H: J9 S4 e: q. P, T$ @3 ]RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
, p( d& ~, P1 K* Daccount/service
4 P# }6 Q* I% P) j  Zinquires.
( t  {; \# ^1 b/ H- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
decision-making
; x' S, p- V# O5 p5 Askills.
6 i  @+ a5 J6 c: \$ m- {2 @9 T- 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
while
5 b& k' w1 c2 }; j* Q$ T. ausing a thorough knowledge of various rate structures.
9 ^; @3 P0 l/ `- Explain customer bills to a diverse audience.
& ~. J7 e3 ]. h1 U- Investigate, analyze and respond to inquiries concerning billed
) C) Y" C0 b. s! g2 h' ^amounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- W4 F" b1 E2 x; N( K- Provide caring customer service to all customers.
! E2 k* x- m' s9 ?- }0 K- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
) f# j  u/ v2 y8 q. Y/ n4 _8 e9 ^life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
. T  _& C  G% ?+ [, y2 ]( Kcompliance
1 a2 }5 ~" J4 _( f% dplan.

QUALIFICATIONS
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( f1 K  [8 g. X6 t- Grade 12 Diploma or equivalent (applicants will be required to
provide
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.
$ I' ^: y& C  J  ~- Proficient keyboarding skills.
- Call Centre experience desirable.
" l  X/ `0 @1 L; T0 l- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
5 ~3 C/ G& z7 I' d* R$ O& _* }skills.
0 P0 A, k9 @, t* i! ^3 m, L* v- Flexibility to perform in a dynamic work environment.
. ?9 S  z. N3 y' L& E- Positive interpersonal skills to thrive in team orientated
9 W# f2 k" n9 }& {% h% _environment!
9 d% q7 X9 R( T1 e- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
3 n+ ~) L1 u, G# F$ c% g- Ability to apply appropriate judgment in the management of
8 S( W2 j- L4 lconfidential information.
- Clear Criminal Record Check.

0 r4 q; Z5 Z# P6 o. q9 q* NGood luck,
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( z; g! w" f; G+ g8 i& y/ _, P! KKaruna Bhavsar
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Welcome Centre
2 w9 f3 \( v0 Z0 N( aSupporting Aspirations Connecting Dots

#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
9 o: Z1 H" ~! F" X: O4 uPhone # 780-462-6924
Fax # 780-466-6594

flyingpig

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