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
& p& i& l* s$ ?1 k/ C5 y0 {appointment with one of the counselor.
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  s. {8 t3 Y, p/ m# P, JLevel II - Call Centre Representatives (Permanent)
; T0 G: R# a  i+ MCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
0 M+ L2 y0 I# N0 @' ^Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
/ F" m& V" B2 Q* o7 X. h# s% JJob Location: Edmonton

DESCRIPTION
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. z( F3 I- b4 B% i) t. g$ e7 dAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
1 M0 M( W9 \# g- s  v, y7 ZCall Centre located downtown Edmonton . The pay range is from $14.83 -
) R( ?/ p5 D: v5 }$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.

4 U  F4 j8 ~! b* z- D  \% `# \3 ^/ z
& d/ W8 j, a5 w* _" ?/ M$ VThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
/ K3 Z, z, u( ^! E0 X( ^3 |complaints received by telephone. This role is responsible for
delivering
9 y) [/ L: Z' e& s; l* uexcellent 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
6 m8 \9 Z1 I( \2 @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
" l8 B! n+ m% _8 v: R1 ffor
scheduling purposes. Work schedule will fluctuate.


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  h- a  ~( ?7 }( E% L2 D* gThis position is administered under the Canadian Energy Workers
4 ^# v5 n0 A  m" q$ W/ i2 V1 W  m$ tAssociation
Collective Agreement, Job Posting provisions.

0 V& b/ N3 K, b, R& IRESPONSIBILITIES
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. Y2 F" ^# X' ~0 U$ |% ]- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
( H, C% v9 x" M# e6 u/ n3 R0 e8 X) p. vinquires.
- Solve a wide range of customer issues in a dynamic, high volume
* ]8 [* j, ~, Z! o4 T; j% Uand
fast-paced environment using initiative, creativity and
decision-making
: w$ P* @3 D3 a8 yskills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
; t% J( i) F4 }, e$ y- Calculate customer bills by performing complex rate calculations
( c5 i" G$ R* q& S+ ]3 w9 X: K3 g8 vwhile
8 b' F' C, z% Z# J7 [using a thorough knowledge of various rate structures.
! f% \1 R) }/ X6 }5 Q" \, c) K$ ^- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
: M' e' {. Z9 Pamounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
3 i: S' G; u2 M) a- Defuse potentially unproductive interactions with irate
6 p; [; C0 Z/ `( t; e; icustomers.
/ p- ?+ U9 @- z" h4 ^! r" |- Respond to emergency customer service calls in potentially
life-threatening situations.
. r( v3 E3 i6 x; z6 ?- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
8 F" h- D9 \0 W* g/ Ncompliance
1 q5 @+ q( {7 I1 nplan.
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QUALIFICATIONS
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4 N, Q6 f  ?" c1 j# o; a" L2 ?+ U- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
; k$ B" m) f5 F, _- Proficient skills in PC office applications (i.e. MS Word) and a
/ W" d4 r+ v- M3 B2 }( Pworking knowledge of Windows XP.
" }. D  ~" i% P' ]' c5 D- Proficient keyboarding skills.
- Call Centre experience desirable.
% O* g% U0 V9 f- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
+ P, S$ F5 {0 B! O- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
9 n" b: I3 @+ b0 X1 l8 Penvironment!
2 I5 w* i% y# ]4 d. Y- Accurate and attentive to detail. Strong mathematical aptitude.
$ N' ?( V9 `' V. e/ p+ b- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
confidential information.
& }' m5 n1 h( h" L- P3 z/ w- Clear Criminal Record Check.
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Good luck,
" R: O; k, A+ P& T- U
Karuna Bhavsar

: z2 G9 B5 D' |) P( f& kWelcome Centre
3 ^0 Q6 f3 [% ]3 A. g$ gSupporting Aspirations Connecting Dots
. A9 M% i: @0 c. H% \$ U# V
% `% |3 ^/ }: i5 R5 q$ _#335,TowerII
Millbourn Market Mall
- B# a! v1 L; Q8 b6 r7609-Millwoods Road
- q# l( |2 u6 s. w# K5 \Edmonton,AB T6K 3L6
* W+ d" S  ~+ f6 U, `; A  MPhone # 780-462-6924
$ ^4 j6 B: }8 J" s% hFax # 780-466-6594

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