Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
7 H, u! Q9 o8 ?% C# Wassistance to apply for, let us know and we will arrange for an
appointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
6 o6 S- ^/ r1 I  lJob Category:Customer Service / Call Center
/ ^- T% [( |/ |* y7 r3 |Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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DESCRIPTION

AMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
. M  n: j: _* _6 v2 N$ [(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
; t; G0 }2 ~- T8 V( }4 S$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
: [' V% _3 t9 {1 w" A! X! q4 gSaturday, 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
0 ^3 k! T  q# a5 q- `3 nresponding to
9 ^" C7 T  S, x3 A. ]! h6 p+ yresidential, commercial and rural account and/or service inquiries or
) C1 x. I9 S; P; W& a6 \complaints received by telephone. This role is responsible for
. v2 d/ o, v: Z/ \, Pdelivering
  J8 ?* G2 b- M5 sexcellent customer services by focusing on first call resolution.
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
! k$ _9 V' g$ Z3 l1 W3 a/ wCentre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.



This position is administered under the Canadian Energy Workers
# d8 J* T2 n% x7 n0 ^% u; i% iAssociation
Collective Agreement, Job Posting provisions.
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5 U- G. T( A9 l: D; q$ Y- B; cRESPONSIBILITIES
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" l0 |# [2 ?9 S/ K- Responsibilities included but are not limited to:
) C3 P* C4 b- b3 m- ^/ c- Respond to customer residential, commercial and rural
4 j! f8 I5 ]# g+ ~( v$ O2 ~- Jaccount/service
inquires.
7 y8 M& e/ z' _3 p! z- Solve a wide range of customer issues in a dynamic, high volume
- q! w8 P. x" g1 R% J  q, p* Vand
* c8 Z- E1 F3 H; wfast-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.
" B" }9 R; D- g+ k% S. i- W- Calculate customer bills by performing complex rate calculations
1 S4 H% m# ~' Gwhile
( l1 c8 V& A9 V7 s; Y; H2 T1 A/ O( H5 husing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
& E% y5 W4 T4 ^# ^; Y) r3 \% U, s- Process customer account information in a measured real time
environment.
3 w5 l' r9 X9 V4 K' f# \+ S8 {- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
/ f; u+ H2 E0 W# T* }customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
) [1 y0 B. @; X3 I6 D+ C! w- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
plan.
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QUALIFICATIONS

4 {5 s* _+ P% b: V0 w- Grade 12 Diploma or equivalent (applicants will be required to
& m" o' y- m* Y  \0 Qprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
0 G$ E8 X- a* I/ u; d: ?0 n0 ]& [working knowledge of Windows XP.
- Proficient keyboarding skills.
- a! M1 W# I) i9 Q5 H2 p- Call Centre experience desirable.
7 ~0 B8 t* z' m3 }$ p3 B- Demonstrated reliability and ability to work rotating shifts.
+ K" \8 |- i1 E3 @- Effective professional written and English verbal communication
skills.
$ a, V2 c% N$ q7 d* [/ o4 W- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
, u2 p+ w$ N, |- V: j8 Q- 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.
- Clear Criminal Record Check.

Good luck,

Karuna Bhavsar
- j3 ^  Q5 p/ \5 d5 \0 }! X3 \
1 n6 W6 Q9 }. O$ kWelcome Centre
+ b# o5 f1 u" KSupporting Aspirations Connecting Dots
6 `+ `5 ^! C$ w
#335,TowerII
% J0 l! M, I5 i+ yMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
' s9 }  i! v1 c3 QFax # 780-466-6594

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