Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
' R. M- c: A8 i6 N" C: Iassistance to apply for, let us know and we will arrange for an
3 V6 h' v- q, s; s' qappointment with one of the counselor.

+ C. K- J1 T$ O: c* ]3 RLevel II - Call Centre Representatives (Permanent)
0 L; P  D8 ]4 n7 e3 e8 aCompetition Number: 65A11 16
) i3 q7 I* c  U' `) n: d' ^; v- RJob 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

DESCRIPTION
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AMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
% V- c" z& o. p(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
5 i6 u) \, y3 {. F' R/ B$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
. q  g3 a- H9 d& }delivering
/ L/ o! z. g4 c  y9 Yexcellent customer services by focusing on first call resolution.
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6 v0 s, u1 b6 N+ sThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
  L) @8 x) u7 V+ ~* |8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
+ c, L" q7 `8 H/ V3 f9 Q7 W, |$ JCentre employees must be available to work all hours of the Call Centre
$ L% q  u9 X6 S! E0 {/ C; Z8 ~, q7 Zfor
scheduling purposes. Work schedule will fluctuate.



This position is administered under the Canadian Energy Workers
7 K  Y/ R9 b9 pAssociation
Collective Agreement, Job Posting provisions.

$ u5 n1 d7 r: v$ xRESPONSIBILITIES
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- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
, n. N! n) p2 paccount/service
) G3 f& L6 R( n! O. p0 V# E: Vinquires.
4 N: U4 M" v* n1 K# p" J- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
decision-making
skills.
  i( `, J9 O$ R3 y1 R- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
4 Z# v; n7 e8 t6 W: e- Calculate customer bills by performing complex rate calculations
7 D; X& g7 b- Swhile
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
' O+ {# R, H% _' b9 n9 j5 L- ^- Investigate, analyze and respond to inquiries concerning billed
+ d% F4 g3 p4 E0 |amounts, account status and receipt of payments.
( u; L0 V0 \( R! b9 \; r- Process customer account information in a measured real time
+ j( N- R  ?! u# w, J6 a. d8 Cenvironment.
  `. }3 M9 V5 O  o1 A! {- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
/ ]/ [! |' {) i2 kcustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
! O/ i3 ~, s3 n7 t& K* s- Understand and abide by governing legislation, codes and
) n+ U- E( U, p. tcompliance
9 x' H: [6 r  D# B5 H6 C' uplan.
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5 i) S  y1 f  L: Q8 E# SQUALIFICATIONS

6 O, ?! J6 N; R0 Z5 n$ J- Grade 12 Diploma or equivalent (applicants will be required to
1 c' y! d' o$ @* Jprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
# }: n' D( T0 E. N: R0 m% E- Proficient keyboarding skills.
- k2 D, N0 s& f/ W- Call Centre experience desirable.
; f3 ]/ C, C( @- Demonstrated reliability and ability to work rotating shifts.
5 R# w5 Q& G( h1 E- {/ ~! o, u. s- Effective professional written and English verbal communication
. |& U1 |2 k1 m/ W% k6 R# S' N& Wskills.
! a# ~+ L' C% D# [& v5 G- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
- h) R( W6 `  R7 T  ?- Accurate and attentive to detail. Strong mathematical aptitude.
! D  n' C3 Y8 X, n- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
confidential information.
" E' }; J. p- i. n' Q8 q- Clear Criminal Record Check.
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Good luck,
9 z- J6 u# T% r- |
- Q* |$ H" [3 @+ {Karuna Bhavsar
, t) e4 k' c$ c/ x' G" f8 P0 Y
( o* t! _+ \4 I# [0 cWelcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
  J& o3 O" A2 AMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
# _2 c( h3 \* }Fax # 780-466-6594

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