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If you think it matches with your skills and experience and you need
: Y8 f+ ?) f; k/ B% Iassistance to apply for, let us know and we will arrange for an. Q: t4 X- m: X2 T
appointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
3 M1 _! K7 @& O6 ~1 }1 _- uCompetition Number: 65A11 16- K- b, ^3 @% A& _
Job Category:Customer Service / Call Center
: ]1 _9 |6 U E& P* P3 _Posting Date: 4/7/20112:13:00 PM
# z! g) w2 b V7 IClosing Date:5/31/2011 4:30:00 PM / v1 j# V' }7 s4 q) ^2 m9 R$ o
Job Location: Edmonton
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DESCRIPTION. d9 d ~0 J+ k3 [- d
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AMENDED - April 26, 2011
; ^, _2 c+ O, o) d+ y9 U: ^ATCO I-Tek is currently recruiting qualified permanent part-time
" c2 n2 H4 B3 I$ ^. y9 r(16-30) hours per week, Call Centre Representatives to work in the
$ l7 m Y; c1 D0 z1 j ?; y5 m- g6 ]Call Centre located downtown Edmonton . The pay range is from $14.83 -
. N2 {* k: M: a9 Y$ 18.83 per hour. ; m- T1 S$ J' U) |6 c8 n9 e& e
Shift Differential: additional $0.80 per hour for hours worked on8 ~2 S! O( V# h
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by% E6 x$ N* [' r" {# x
responding to/ O* t. J6 ~( p
residential, commercial and rural account and/or service inquiries or% m4 X% t* _% l9 p0 G. [
complaints received by telephone. This role is responsible for
+ i# ~ q& O' k' j, V' f8 r* qdelivering) t+ c. e7 e9 w7 M7 o+ r# y
excellent customer services by focusing on first call resolution.; H2 P# s% D& R5 Z' e) X
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k+ Q5 K$ |) ~9 K- {0 M" B
D7 d* e. Q0 G6 aThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and( q5 \6 s# B. b5 S# ~ ~. {. Q, z
Saturday) Q( s+ q: t1 F# I1 V6 { P; W
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
7 O) f, t @, `$ G" V# CCentre employees must be available to work all hours of the Call Centre, |6 i$ S+ U/ L& J
for
% L2 Y/ H1 r( c3 `scheduling purposes. Work schedule will fluctuate.1 B% Y" Q! Q6 R& w& l/ C# b) T
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This position is administered under the Canadian Energy Workers
, G7 ]0 R% N Q2 N! dAssociation
9 J1 n; f# v$ FCollective Agreement, Job Posting provisions.
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4 N) d! p/ l/ G' g" E1 J3 FRESPONSIBILITIES
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' U! y8 v* F! I! b5 E- Responsibilities included but are not limited to:& Y, F+ U" Y0 M+ Z
- Respond to customer residential, commercial and rural: E/ ?$ X+ ~7 ~! u9 \: |. r
account/service- n( i/ O( S- _
inquires.
0 W U$ x5 b/ Q$ T7 }- Solve a wide range of customer issues in a dynamic, high volume0 ~; i- r( K% R5 t" R! s
and( n6 ^8 i$ j8 \9 m
fast-paced environment using initiative, creativity and
" a. q0 E# X+ p5 o! Rdecision-making
5 W7 F' u0 J+ Xskills.
9 e9 e0 D: h& v- Up sell, Cross sell and retain customers is mandatory.
9 g8 S( M9 `! I! D- Provide information to customers relating to energy management.! ^( p! \2 \- V0 I6 V/ C
- Calculate customer bills by performing complex rate calculations' c& J& k. d% n5 s. _! o
while
% E. m7 w' \" X; ^) }6 vusing a thorough knowledge of various rate structures.3 A3 Q0 r. x* v8 b
- Explain customer bills to a diverse audience.
; S( H; \. P0 Y. \: ]- Investigate, analyze and respond to inquiries concerning billed* e& v5 x# y# {5 {
amounts, account status and receipt of payments.
$ ~/ x1 X! ^0 X4 [- Process customer account information in a measured real time0 v2 N9 U5 {, l! e+ P% _
environment./ u$ s9 h4 W" r) X
- Provide caring customer service to all customers.
- R4 V0 {0 L/ M' U( X; I- Defuse potentially unproductive interactions with irate
* L: ?$ A9 {' E; m- Pcustomers.
' }7 A( k$ S% V; `+ [- Respond to emergency customer service calls in potentially
, k1 J/ d: ? i, jlife-threatening situations.
& G0 B* w( d- a3 F0 ?0 s, n- Work with minimum supervision.
# }4 I& @+ |% H. P- Understand and abide by governing legislation, codes and
$ S6 {7 a W, ?; L" Tcompliance
1 M2 X) n4 k) c2 V9 M! Vplan., R1 r( z9 g! ^. i( n
5 H- \$ y. t2 j0 n6 t! O; Y3 K: TQUALIFICATIONS! v0 o5 M; Y5 P
& r- t. ^% r7 C# m- Grade 12 Diploma or equivalent (applicants will be required to$ I5 V* N+ G" Q% n4 b9 q4 s9 z: @
provide& d Y4 t$ L# d
proof of education)
# x9 F0 Z7 `) D( e0 E# }- Successfully complete the Call Centre Simulation Assessment(s)
( y! B1 {" c) w/ J- K- Proficient skills in PC office applications (i.e. MS Word) and a2 u6 H! ~ G5 k3 u4 |
working knowledge of Windows XP.; L/ U. i# f4 f1 I' P ]
- Proficient keyboarding skills.
0 F1 O+ t2 n/ s; x- Call Centre experience desirable.* P7 M1 ?& M3 b, C
- Demonstrated reliability and ability to work rotating shifts.
3 ^' d% A5 E! z6 D0 p* M3 o- Effective professional written and English verbal communication
2 `/ A% W% ~! H( m: Q, O( }skills.* G6 X, H" y. p
- Flexibility to perform in a dynamic work environment.
. K# O6 w" j+ d Q# s- k- Positive interpersonal skills to thrive in team orientated+ C# ^9 j2 h3 V) Y6 U8 i8 L5 R, o
environment!
+ g% J; i& T( L3 F' Q' G& t2 P- Accurate and attentive to detail. Strong mathematical aptitude.) ^* u. i& n0 {& ]; t
- Demonstrated ability to work as a contributing team member.
4 Q6 g1 A. V. B1 k( U# u- Ability to apply appropriate judgment in the management of
4 V& q: O7 _% H! uconfidential information.; \' O0 B m0 z/ t R4 X
- Clear Criminal Record Check.3 e" u/ i5 F9 |; d7 G; }; ]# _
# C7 D& Y1 H4 H, p1 pGood luck,
$ F4 [* _; W! a: I q5 J! f/ ?0 F3 o6 A/ s3 F3 y2 E
Karuna Bhavsar/ ^2 V! h$ G; y# K8 S7 L& U
9 M2 l+ C3 l" o. M; r, y0 Z- HWelcome Centre
" Z( ]5 T! L3 C% G* `6 B) QSupporting Aspirations Connecting Dots
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! D/ @' [6 S- H2 |! s8 ^#335,TowerII 6 l8 u& O" ~3 n/ R0 q& W
Millbourn Market Mall3 W, T( k4 a# r( Z9 k/ N
7609-Millwoods Road
+ ~. U3 E/ M5 Y6 t2 EEdmonton,AB T6K 3L6
) d4 J3 m$ ?+ b' SPhone # 780-462-6924
: I& \0 N# Q7 F: [7 o& F. f% cFax # 780-466-6594 |
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