Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
6 G& G- I8 |* c$ Fassistance to apply for, let us know and we will arrange for an
1 j, |: _' X5 B$ W1 T0 m9 fappointment with one of the counselor.

Level II - Call Centre Representatives (Permanent)
4 S# Z7 \. P. r: n& ECompetition Number: 65A11 16
Job Category:Customer Service / Call Center
# z) |" r* d6 {. e! n/ ?4 o- |  E) vPosting Date: 4/7/20112:13:00 PM
! C; R% U+ H. JClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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; G2 [8 W7 E0 q- ?( \DESCRIPTION
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AMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
(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
4 }" f: R) G3 k7 C  ZSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
4 j6 a, U* d4 ~! v" O- l: eresponding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.
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# W2 L  \: X; ~& F
$ q1 V$ L& n- T6 A) CThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
' C* e8 l5 m) h5 j6 Z8:00 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
  p+ n7 Q6 o) @& \for
3 U5 M( Y" l) D2 O5 kscheduling purposes. Work schedule will fluctuate.
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& s( |; {6 B/ `- a' |" {This position is administered under the Canadian Energy Workers
  J; c1 J4 ?* x3 k) D# }& E* DAssociation
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
/ K9 ^9 y7 v4 {4 s2 O: B+ W; @3 ^- Solve a wide range of customer issues in a dynamic, high volume
- D5 A9 M8 v- [% q( {and
fast-paced environment using initiative, creativity and
decision-making
$ r" y1 ?" }9 P7 j# x# i& Bskills.
- 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
2 k8 S% Z; i) U- u3 Zusing a thorough knowledge of various rate structures.
4 h* j  ?) O( k  I& c4 P5 H- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
2 T3 S5 B1 p3 m1 Q) d- Process customer account information in a measured real time
environment.
- F/ L  [/ [. K  E- h/ H6 o8 s- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
, N+ O) E9 y0 ^+ \! B- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
plan.

QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
' O0 L+ [0 Y  w3 {1 bprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
1 p" L  Q7 h; I2 I- Proficient skills in PC office applications (i.e. MS Word) and a
% w# K, t! I4 I6 Y( C. f: f! vworking knowledge of Windows XP.
- Proficient keyboarding skills.
# I& O9 b' s, E7 `1 U5 A3 {8 Y- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
+ Y7 J6 U# a; p+ \2 H- f- Effective professional written and English verbal communication
skills.
7 W! @" ^6 A2 f- Flexibility to perform in a dynamic work environment.
& R! ?  @' N  s  }- n$ Z* J# a- Positive interpersonal skills to thrive in team orientated
environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
/ n+ Q5 C1 P. F5 C: o; U5 _- Demonstrated ability to work as a contributing team member.
$ A5 `, r( Q( E( j- Ability to apply appropriate judgment in the management of
confidential information.
- Clear Criminal Record Check.

9 A) v% J% H* i9 k- u% Y" sGood luck,

1 A1 ~" ~" }! vKaruna Bhavsar
8 o" D" Q) `& n4 d# S. ]* S
0 ~* S! o0 B- @Welcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
+ H% ~/ y' i% ]( [3 N9 {; O6 ~+ t8 A6 tMillbourn Market Mall
: B/ T# X! S4 c. J7609-Millwoods Road
Edmonton,AB T6K 3L6
7 y. U4 R- h4 L* J) U5 aPhone # 780-462-6924
Fax # 780-466-6594

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