Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
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7 b+ h8 G# k1 j2 Q) Q! Xappointment with one of the counselor.
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2 y+ W& U! x1 y0 W, G5 t* `% w8 S- eLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
: ?/ n7 |  y, D3 l  q8 kJob 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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% N$ s2 g1 t2 B2 oDESCRIPTION

& y* d+ o' n  e% S5 R& xAMENDED - 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 $14.83 -
9 {1 R" M6 O0 G; J, Q# P' ^9 S$ 18.83 per hour.
4 d. U3 _! v3 T* F) [2 MShift Differential: additional $0.80 per hour for hours worked on
' ?  q' \2 T" ?  \& p& J$ sSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
7 ]. N) g' K% k6 I: ^responding to
/ t. Z* z) I8 }0 P; ^7 }residential, commercial and rural account and/or service inquiries or
4 J2 q, z8 H0 T8 bcomplaints received by telephone. This role is responsible for
5 I# }( ^. H$ X0 T: O/ G/ t7 pdelivering
( n9 z% ~  s9 P  m: @( c/ Eexcellent 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
Saturday
9 s: H+ d1 N9 u8:00 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
' p1 R3 T8 L/ F3 Lscheduling purposes. Work schedule will fluctuate.
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0 G/ L) W! S$ @2 Z, vThis position is administered under the Canadian Energy Workers
Association
3 k5 w& `' _! t6 K) E2 a, RCollective Agreement, Job Posting provisions.

  j, E8 T4 x4 F" [5 @$ E0 `RESPONSIBILITIES
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- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
1 p- q9 g. y/ L  v, \" Jand
5 z, k" x$ f( h3 p& Y: A0 E7 Cfast-paced environment using initiative, creativity and
decision-making
0 K8 f' M6 u6 askills.
- 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
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
- Process customer account information in a measured real time
1 K* x" N0 Q( G4 [environment.
" G: `. i% ~2 k; j! i. W/ ^- Provide caring customer service to all customers.
% {; n4 [. m9 H7 F# S. R- Defuse potentially unproductive interactions with irate
7 F1 z' g6 C4 t0 x8 g$ U8 D3 s. Gcustomers.
; G' `! i8 Q. k6 {- Respond to emergency customer service calls in potentially
, P5 k8 A* D' K) ilife-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
0 r  j' H: N" b/ d9 Fcompliance
plan.

+ z! {6 x& y, P9 N0 uQUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
provide
3 a- R" T4 j: s( ^2 {8 dproof of education)
. h. v# G3 }7 I" N( h; S! S( F1 M! q- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
  e' p  L0 v& B$ Nworking knowledge of Windows XP.
# G$ C9 S# R8 P0 I- g% H6 Y- Proficient keyboarding skills.
. n& _$ @0 w# _5 K; y. D7 d, d- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
  z! S+ |$ ?$ S- b- Effective professional written and English verbal communication
; d: t6 P  a- J6 f7 U1 J- p' Yskills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
/ V* {" O/ T; T; y* Q- S. X* Henvironment!
- 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
+ z6 u# |* G4 R8 Jconfidential information.
. j9 B8 R5 S9 k- Clear Criminal Record Check.

9 A! N# a  s8 c; x4 M. L6 SGood luck,
6 a; ]5 R1 q2 S7 ^8 t" o- ?7 |
Karuna Bhavsar

. o& J- Y8 R" c- b. {Welcome Centre
. y& j1 t4 h: d1 qSupporting Aspirations Connecting Dots

6 {# |3 Y: m6 \  Z6 N1 \# T#335,TowerII
Millbourn Market Mall
0 J& h5 w5 n6 Y* n7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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