Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
assistance to apply for, let us know and we will arrange for an
) o( h; k+ }: S2 o. v8 g2 Aappointment with one of the counselor.
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1 A# H3 `. ^7 lLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
$ c4 ?5 g7 G: u4 V, JJob Location: Edmonton

+ R6 v& Z9 e- S9 HDESCRIPTION

AMENDED - April 26, 2011
! D3 X) R, g. i( k0 gATCO I-Tek is currently recruiting qualified permanent part-time
8 ~7 [# b7 [# S1 J(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
# J# U& {3 A* S- F  ?$ 18.83 per hour.
: K& E5 H. U0 O3 M9 j0 k& O9 OShift Differential: additional $0.80 per hour for hours worked on
: f! A, W5 r1 g) lSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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" t/ c) T3 _, n, ?' [The Level II – Call Centre Representative assists customers by
3 j8 z5 N7 H& ^4 n6 Z" v* Eresponding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
, b, S& z  F) Z' odelivering
. ?% F- T/ D9 M( I! d4 n. Zexcellent customer services by focusing on first call resolution.
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% t7 h& ~2 h. F" A- QThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
3 p$ R7 M: y4 v* e! R# A! V/ MSaturday
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
for
scheduling purposes. Work schedule will fluctuate.

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$ o, q2 D1 O  _- y+ m4 OThis position is administered under the Canadian Energy Workers
# S1 T$ X5 k& a6 i4 ^  VAssociation
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES

- Responsibilities included but are not limited to:
  L* T# s3 g( X# z% H3 C7 d- Respond to customer residential, commercial and rural
% P/ X- N4 o* kaccount/service
inquires.
( e$ W: W! K2 d, e# }! K5 l& M7 b- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
decision-making
skills.
- 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.
4 `, F, S1 U" @: H# s4 Y  ]9 J! 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.
" d7 u$ W4 M( _7 C. i* {- Defuse potentially unproductive interactions with irate
customers.
; ]( u, t. \# k. T9 e- Respond to emergency customer service calls in potentially
! y0 J" ~/ f$ Z3 vlife-threatening situations.
- Work with minimum supervision.
% Y$ r+ H& u( K- Understand and abide by governing legislation, codes and
compliance
) A: T9 K3 a# k( p2 \: z0 Z) \plan.
$ d8 a+ a9 h: e" e/ `
QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
& l* l: e! X5 ^+ m2 `$ Oprovide
+ I, f3 p5 h" q5 _  x0 [0 l( Sproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
) |7 T* P2 W2 J) bworking knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
- Z% ]+ R8 w5 C. t/ L- Demonstrated reliability and ability to work rotating shifts.
5 a) o# |6 a  |0 m8 K" q- Effective professional written and English verbal communication
, c2 D2 m3 c# {# S2 M$ B; eskills.
/ c5 g+ I" c6 p2 v7 U# r4 O2 N- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
, T& K% P7 J' ?# i' x- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
0 W/ T9 e* |0 o% `/ z( jconfidential information.
- Clear Criminal Record Check.
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/ ^. K" S& M! R- [7 Z; W5 R# XGood luck,

Karuna Bhavsar

Welcome Centre
  U* N; ~- e0 U9 ZSupporting Aspirations Connecting Dots

3 q- q% I; v, |9 g# `#335,TowerII
- L& }" y4 n+ i' d, ]. ^/ m& [Millbourn Market Mall
7609-Millwoods Road
; o: C2 X' ^0 D+ Y4 R; Y- oEdmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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