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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% N. g1 Q7 \: ]- Q; T: tappointment with one of the counselor.

& P+ \) ?6 S3 D" v  a* y1 j5 eLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
7 f" ^* K. f+ J  e* o; R1 GJob Category:Customer Service / Call Center
6 i7 ~0 z/ D0 C8 m) H8 ]Posting Date: 4/7/20112:13:00 PM
2 {9 a9 ~2 h. K; J( YClosing Date:5/31/2011 4:30:00 PM
, P. ]: w6 a  X7 A/ u% j1 Z" i+ SJob Location: Edmonton

DESCRIPTION

AMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
9 m+ Z  H" A. {+ F(16-30) hours per week, Call Centre Representatives to work in the
5 ~0 ^& t& ~8 \. CCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
3 _5 }# m' g7 r: Z( c9 ?5 zShift Differential: additional $0.80 per hour for hours worked on
6 A, u/ Z1 U* ?" ]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
9 P, K; o: S. A4 `responding to
7 r" p/ K- [0 r% y+ xresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.

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6 h0 o' ?6 S/ L: h, L1 `7 x. K. PThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
3 R- K/ }' w( }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
9 u  B8 Q3 h8 [3 o; c- x* A. Kfor
scheduling purposes. Work schedule will fluctuate.


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This position is administered under the Canadian Energy Workers
Association
, N9 J. y0 L& QCollective Agreement, Job Posting provisions.
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RESPONSIBILITIES

* {4 R' Q2 k! N" m5 z; c1 C/ J- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
9 C# T3 S5 _/ L( b- Solve a wide range of customer issues in a dynamic, high volume
6 u5 x7 s6 S! {* Xand
fast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
) g# y3 _* H; V8 W! s; J6 R$ `' i- Provide information to customers relating to energy management.
7 [% j& A; u$ b. l. ]- Calculate customer bills by performing complex rate calculations
/ B+ c9 k$ g- J' P* v& @. Cwhile
$ y$ p5 f1 @" e' Z; r7 z# e2 \* iusing a thorough knowledge of various rate structures.
  M, G, x. n$ q7 z- Explain customer bills to a diverse audience.
1 D, Q8 _1 p3 ]1 G1 l) R; O4 x7 f- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
- Process customer account information in a measured real time
* t( N; @; n6 _* ?$ E( _environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
/ @( O, w$ x5 N8 t' Jcustomers.
8 H1 e7 q5 N; p; k  Q' i4 }- Respond to emergency customer service calls in potentially
: t9 h0 k4 _  R$ ulife-threatening situations.
' g# C5 K6 i$ ~2 X6 G# `$ d& z( N- Work with minimum supervision.
  h/ g% x) I. K. n: e$ s' {- Understand and abide by governing legislation, codes and
compliance
& p+ @0 G& Y  U. zplan.

( P7 Q3 Q, z& j- F6 {  \QUALIFICATIONS

3 ?+ @: c( _% v* o4 q5 m- Grade 12 Diploma or equivalent (applicants will be required to
) Y# e7 m7 W- E2 L6 s9 |- |" iprovide
  s; |9 `/ f/ Y! A& N- x& wproof of education)
0 {! P5 v5 a! J# [) u9 p; R- 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.
" @* U2 _+ ?& g8 N- Proficient keyboarding skills.
- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
2 F* P+ G3 d, F# Eskills.
- Flexibility to perform in a dynamic work environment.
5 |- T: ]# e5 F& Q7 V- Positive interpersonal skills to thrive in team orientated
# J  v. [, u- Venvironment!
$ X, Y" I% H  u, m/ [: E' F5 }. ^- 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
8 e! _, D+ L+ Dconfidential information.
- J7 o0 m. [8 l/ Y1 \6 l- Clear Criminal Record Check.

Good luck,
, u) ], [5 M, o! l, u8 X8 }
Karuna Bhavsar
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Welcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
+ O2 N3 D; T; S1 q* s: AMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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