Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
* J8 m" h/ z. ]+ D* z7 massistance to apply for, let us know and we will arrange for an
: m" I( \9 h# {3 q$ ~appointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
; c5 _( c. h, j$ Y9 ~- B' [Competition Number: 65A11 16
( S; k- |2 O- o6 \3 W" LJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
3 _8 g1 k/ |, \# Y1 f3 ?" z! UClosing Date:5/31/2011 4:30:00 PM
" U: S+ q1 f% Q7 D+ y1 d5 u6 U. sJob Location: Edmonton

: r* p4 f) \6 vDESCRIPTION
2 {  F' l. S) \9 o1 o6 f
: k6 l7 o+ S) l2 H8 ?0 ?% cAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
$ ?9 |8 a! a7 B6 F, w6 U, K(16-30) hours per week, Call Centre Representatives to work in the
9 Z8 r0 j/ z0 ], ^* \# ^# L6 P  zCall Centre located downtown Edmonton . The pay range is from $14.83 -
, b2 B& W' V9 H$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
2 R, g% d9 f+ HSaturday, and $0.96 per hour for hours worked after 5:00 pm.


The Level II – Call Centre Representative assists customers by
responding to
3 P# `( g( U0 @6 `0 Nresidential, commercial and rural account and/or service inquiries or
8 p/ O5 c# S) N2 M! s, Jcomplaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.
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8 U- C! T  {7 H" N- z
The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
8 ?* U  N9 X; C* S2 r5 `8 ECentre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.


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This position is administered under the Canadian Energy Workers
. W. k2 {/ f* K$ w0 ?Association
  M2 ?* C+ o4 b& }6 N5 B7 F( X  |Collective Agreement, Job Posting provisions.

RESPONSIBILITIES

: |* m: I# i+ V$ U- Responsibilities included but are not limited to:
' ^$ Z; x% n2 X0 ?- Respond to customer residential, commercial and rural
9 \8 l$ ^. b7 y9 V* `account/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
decision-making
9 Q* x4 Z7 t( m6 o2 o: x) rskills.
- Up sell, Cross sell and retain customers is mandatory.
3 `0 M4 h0 [: _; C3 H- Provide information to customers relating to energy management.
$ L/ x& w# I  A$ s) L- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
0 a, n2 R) [% Y  o- q, X- Explain customer bills to a diverse audience.
! [" X: b4 X, {2 \- Investigate, analyze and respond to inquiries concerning billed
( R7 w0 S% B* N1 D2 W, {! W. iamounts, account status and receipt of payments.
- Process customer account information in a measured real time
' [7 _) I) v4 Q, @" ]$ K: benvironment.
: R9 v6 E0 h7 C0 H5 N# _& y; z- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
( D8 a  \3 ~+ e+ I. Z: `. c& Q# D/ wcustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
9 Z* T# l- s: i& O% g' W! v! M- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
4 g( x' n: b; C( q( R% I: Eplan.
9 i2 B2 `: k) Z, M0 u. I, r  M1 v
QUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
provide
( J- a- Z7 |0 |9 s: c& J. uproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
7 k4 M! u* @0 t0 [+ z- u, O( E$ B4 V- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
$ g/ ^1 i) y  q& G/ O! Z* K' d- Proficient keyboarding skills.
! w! k" S- }& A- 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.
- Positive interpersonal skills to thrive in team orientated
% L, h& d$ C/ b2 ^: B4 Qenvironment!
6 o+ ~/ |& N* O/ i9 C" N* `/ k5 f- 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
* h" P9 v# p. U5 ~8 cconfidential information.
- Clear Criminal Record Check.

! h& Y  J% _4 ~- J* Q4 f6 m' ~5 fGood luck,

Karuna Bhavsar

. Q5 {  E% y. m/ e% c5 gWelcome Centre
0 u+ x" {  h  E! r' tSupporting Aspirations Connecting Dots

, }! N$ j9 D) S! J+ ?* I" A0 r  @#335,TowerII
Millbourn Market Mall
& s! V! d6 @7 I4 k( b% n% n7609-Millwoods Road
1 S. E6 {7 e4 M: b  @Edmonton,AB T6K 3L6
Phone # 780-462-6924
( _* k1 P1 [8 m* qFax # 780-466-6594

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