Call centre representative-ATCO

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' K7 p$ e9 L* C: x' v& L* qLevel II - Call Centre Representatives (Permanent)
. A3 b# N4 d- ]  CCompetition Number: 65A11 16
5 Q9 B, \! u5 ?! lJob Category:Customer Service / Call Center
* l! y8 s. R3 r" D" jPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
% i$ m& N' o, S3 z% Q# YJob Location: Edmonton

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
+ Y9 n0 x+ y# }, l7 V" OSaturday, and $0.96 per hour for hours worked after 5:00 pm.

, Z9 z- ?0 n, |* Y& U$ O
' h. ]# A/ ?! C; oThe 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
7 l% |( C% ?: X) L6 h# T& @delivering
9 W) p9 E! ^* W2 iexcellent customer services by focusing on first call resolution.



* C0 G" x  I) FThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
$ [; l2 v/ Y6 }4 D8:00 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
scheduling purposes. Work schedule will fluctuate.

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% g% T+ [' T' l! ?0 [This position is administered under the Canadian Energy Workers
. P& `" S1 |/ j0 S, b  xAssociation
Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES
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- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
7 _% ?6 K) Q! }2 E4 k3 Vaccount/service
0 x$ `% C5 K" |+ W  H- T5 Finquires.
- Solve a wide range of customer issues in a dynamic, high volume
/ S+ T* C' p& G8 Jand
fast-paced environment using initiative, creativity and
decision-making
skills.
5 P+ Y8 v. n* r: N" [% T: M8 m  f- Up sell, Cross sell and retain customers is mandatory.
% [9 r: R/ [4 q9 f- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
1 p5 `- X, t9 Jwhile
; H4 J/ H; J# \' q$ Wusing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
$ t- p+ {! V+ ]2 L9 O4 x' U- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
( p, |& E/ \1 a- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
" W1 o  `; I: G- a  \- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
) \  O  {6 f1 Fplan.

( j- A2 J3 K9 C' DQUALIFICATIONS

& a. c& n- q  h- Grade 12 Diploma or equivalent (applicants will be required to
5 p+ a2 U: Q( kprovide
proof of education)
4 o( I+ u! O7 o- Successfully complete the Call Centre Simulation Assessment(s)
  C/ D/ J1 C4 X. p7 V- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
5 D$ p1 V: m9 h7 m2 `( s- Call Centre experience desirable.
1 B+ C  r5 E) G$ A3 ~- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
% w; |5 o% _" c0 r+ [skills.
- Flexibility to perform in a dynamic work environment.
2 ^8 m/ c" U( e* s3 f$ _- Positive interpersonal skills to thrive in team orientated
6 \/ ~2 m" z# U; S$ w' C; yenvironment!
- 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
confidential information.
. Z, w# O6 M+ ]+ u6 ^& h- Clear Criminal Record Check.

Good luck,
! ]1 f/ M$ ]+ m
) _6 s- u0 x# ~: w, X6 L3 PKaruna Bhavsar
; Q( U) i3 @8 k* N7 ]' O/ C
4 E% f( \8 ]5 h1 p4 W: DWelcome Centre
6 U1 s2 }) O" ?3 F6 I0 x0 ^) e( l# WSupporting Aspirations Connecting Dots
. k  f: u; r6 f$ n) q1 ^
; \! k4 I, V3 B$ W, V( u#335,TowerII
9 x' S8 C3 G) O* s' Q# nMillbourn Market Mall
7609-Millwoods Road
0 i% S: u1 `% I0 w4 bEdmonton,AB T6K 3L6
5 O& d7 u3 c  e  r% d! ^Phone # 780-462-6924
Fax # 780-466-6594

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