Call centre representative-ATCO

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2 o; M/ s  z4 fassistance to apply for, let us know and we will arrange for an
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Level II - Call Centre Representatives (Permanent)
" r! w" A3 V# r5 ~% {# iCompetition Number: 65A11 16
+ @' }0 V5 s- B6 ^" r9 `. `Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
( V/ S9 I( c" sClosing Date:5/31/2011 4:30:00 PM
0 n" |- G( [, b, c1 mJob Location: Edmonton
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DESCRIPTION

& D/ ?3 ]# I8 M, JAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
, ~) H( t! G, n/ [- e1 n& c/ a(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
, G0 u3 ^% W% _+ T# U# A8 V- \$ G; A; UShift Differential: additional $0.80 per hour for hours worked on
# u+ \. T* g; }* y  bSaturday, and $0.96 per hour for hours worked after 5:00 pm.


The Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
( ^  e9 ]/ k6 z0 }: Q8 Z. l  J5 wcomplaints received by telephone. This role is responsible for
, I0 }( i6 K* ]7 Cdelivering
- V9 w( L5 i% O. x/ y) yexcellent 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
4 ^; a: m0 Q9 X4 p! a8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
, S8 O; j: ^% A$ K% s; T7 d" C7 hCentre employees must be available to work all hours of the Call Centre
1 P/ n$ `# C5 R! ~for
scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
$ [6 A- {+ k  V# P. DAssociation
Collective Agreement, Job Posting provisions.
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" ]; O. U& R4 JRESPONSIBILITIES
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- Responsibilities included but are not limited to:
8 \# o: h9 @4 c* K! Y- Respond to customer residential, commercial and rural
account/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
4 I, j! b3 S9 g0 Z* j; _and
! r( P" |# O# sfast-paced environment using initiative, creativity and
! }$ g2 k+ W0 K- q6 u; _/ W( @decision-making
skills.
, W- h6 [5 r8 v# N- 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
, [5 Z) s/ g- R; E# busing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
0 z2 r5 H& v; U4 A. E- Investigate, analyze and respond to inquiries concerning billed
7 }0 u6 R( K4 ]2 Iamounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- t& X: y) _# L* p* H- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
; d) ~! G" I! W9 @+ rlife-threatening situations.
- Work with minimum supervision.
3 j/ j' C6 u0 B2 H" M+ h9 m! o1 m- Understand and abide by governing legislation, codes and
) b/ z3 Q" e3 H) ~6 mcompliance
plan.
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QUALIFICATIONS
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% y5 B: \8 }% u# R- Grade 12 Diploma or equivalent (applicants will be required to
3 y+ X2 z9 h5 U2 O) _( Eprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
1 L6 k$ g! Q% i, [/ ~& Y- Proficient skills in PC office applications (i.e. MS Word) and a
2 s; p3 |7 V2 |& P8 lworking knowledge of Windows XP.
- Proficient keyboarding skills.
9 S" [! T- a1 e6 n& }5 @  o- Call Centre experience desirable.
4 E( n9 b( F* [' f8 S" C4 J9 j5 G- Demonstrated reliability and ability to work rotating shifts.
6 s2 `# @! ]! B0 u- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
! c9 u* a( m6 z- Positive interpersonal skills to thrive in team orientated
# _) F( l, D% r) Eenvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
7 n/ m1 O  u) A6 u' Y3 M- Demonstrated ability to work as a contributing team member.
1 K& h! u) w8 y- Ability to apply appropriate judgment in the management of
1 w% M! r( H0 F! V1 g) k7 Wconfidential information.
; y; q9 r2 C# d! ~) b- Clear Criminal Record Check.

4 h3 X: j) k1 L4 S7 U( _Good luck,

Karuna Bhavsar
9 Q  t" }1 ?1 N* O  o
; m$ D- _, T  hWelcome Centre
Supporting Aspirations Connecting Dots
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7 `* o! ~$ F7 ?  v#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
( e* @* T% P* YEdmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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