Call centre representative-ATCO

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3 o4 ~4 A- x6 Y8 r5 c, \assistance to apply for, let us know and we will arrange for an
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4 `, s8 u: y( C8 J" p/ h# t( v
8 v, a" k$ T4 g4 a- oLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
1 D9 Y/ k: Z: K1 }Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION

0 C, w9 `, `' z( l5 X+ jAMENDED - April 26, 2011
- ^4 q4 M2 \  o) d6 y: }, g* E) EATCO I-Tek is currently recruiting qualified permanent part-time
  z1 X3 ~9 r# O(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
. X- }4 C, X, X* S3 @0 I, sSaturday, and $0.96 per hour for hours worked after 5:00 pm.

$ y- H! |) \8 f& r( U) G  n0 Y
! u: b; r9 W" U7 S+ j+ a3 fThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
) _6 x6 z" e1 S7 e4 B# B  F; `6 i- ydelivering
excellent customer services by focusing on first call resolution.


$ f; D( P* E. ^$ {/ P
. m) E7 k& B. i7 xThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
2 S" s! g% l5 k, ]Saturday
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
) H& G: u, m( m3 j% ?5 ^( }' `) t  rfor
" L0 p" K4 \  ^0 ^+ P' I5 o$ R, @scheduling purposes. Work schedule will fluctuate.
: l& J4 p2 y, A/ l& e/ \  [2 @/ Y


This position is administered under the Canadian Energy Workers
) ?3 W* X" |; k8 d9 a* t$ Z& @3 nAssociation
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES

. _8 W5 R. |- n- R% p- J; z' i% o- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
5 U+ t% w8 j! ?account/service
inquires.
" Y% {$ I3 d* z1 ]4 d- Solve a wide range of customer issues in a dynamic, high volume
$ _6 d/ m: X' M% mand
7 s4 z' f( F/ k& _5 a) n0 P0 lfast-paced environment using initiative, creativity and
: H  ?* r% U6 |) C+ g* [, {+ i- cdecision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
% {  I: d3 J5 R& S  j. o- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
: B0 U0 |" E0 p* m- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
  z) N2 q7 u: Y) @6 H- Process customer account information in a measured real time
environment.
+ J* V0 m7 `+ G. ^! F2 _/ K- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
1 h% L& n4 g5 V3 h0 k& I/ t+ m& rcustomers.
- z$ d6 r9 O0 o, j" Z- Respond to emergency customer service calls in potentially
$ y* o5 b5 ?4 F/ |0 A) ^life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
! j0 M+ c6 y) a6 w# mcompliance
. n$ i5 q: ~# pplan.

# W& w4 [* U, w. w) R$ VQUALIFICATIONS

; C1 R3 y$ v' [) m3 B' [- Grade 12 Diploma or equivalent (applicants will be required to
provide
* t: a3 p" j& I+ x$ u% @+ aproof of education)
, ~: Y" A0 |$ D. W- Successfully complete the Call Centre Simulation Assessment(s)
/ R  g; y. Z) k* C8 K+ |- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
. D# k$ M* x7 v/ ]- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
9 B& y" v/ U* P3 B+ b# e- Positive interpersonal skills to thrive in team orientated
6 m1 u" f( Q* H  \environment!
1 u( K6 A  U- j- K$ l2 [( f- Accurate and attentive to detail. Strong mathematical aptitude.
1 Q$ T; c3 y% J2 s+ b7 i6 }5 F3 f( d- Demonstrated ability to work as a contributing team member.
/ e) B  I1 \, n7 X/ I; n8 T1 ^1 D- Ability to apply appropriate judgment in the management of
confidential information.
: A- t5 C; T% W7 C8 t: _- Clear Criminal Record Check.

; U$ `# P; Y/ s7 U( M) NGood luck,
+ I* C4 V8 r8 }
Karuna Bhavsar
4 E% m; c, v- x) q7 r2 l8 C; b0 S, f& @7 @
* |( ]  ~8 k, ^+ _# {& o  |Welcome Centre
Supporting Aspirations Connecting Dots
: j4 ]- y/ H, J1 b  {* }% F
% n; q1 o/ i1 K5 e( b# S  v#335,TowerII
; L' M9 U4 v+ {5 z$ V: X, sMillbourn Market Mall
+ M# M" J( [9 H* F# Q7609-Millwoods Road
6 p; u! d8 o' h" REdmonton,AB T6K 3L6
) H) _! H, t; {- W6 ePhone # 780-462-6924
# S8 i) g4 T; B- xFax # 780-466-6594

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