Call centre representative-ATCO

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# \$ q. v" _# R* }+ f# w+ Sassistance to apply for, let us know and we will arrange for an
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( ~) k/ |  i+ o  J4 B. CLevel II - Call Centre Representatives (Permanent)
6 v6 P( P$ e" n* y* h% JCompetition 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
Job Location: Edmonton

6 ]( Y$ `5 y( k: j) LDESCRIPTION
$ ?# T8 e& @) \: v1 _
AMENDED - April 26, 2011
9 _+ s6 l; B0 P  g: DATCO I-Tek is currently recruiting qualified permanent part-time
; l; F0 Z0 @% ?9 Z9 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.
Shift Differential: additional $0.80 per hour for hours worked on
: A- {) \$ H4 ^2 |; Z: BSaturday, and $0.96 per hour for hours worked after 5:00 pm.

1 I7 Y, T- U4 z, v3 Z6 Y" D; f
The Level II – Call Centre Representative assists customers by
3 [( B9 g2 o1 p6 @9 G0 bresponding to
$ E; w; g" C: {9 J) B% _/ Q, v5 nresidential, commercial and rural account and/or service inquiries or
4 D& \4 ?! `3 `% D$ w, Tcomplaints received by telephone. This role is responsible for
delivering
' x* b8 B- L6 l7 oexcellent customer services by focusing on first call resolution.
- X: s" C/ `- m  }0 C


' Z0 x- A8 v) d3 t! RThe 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
Centre employees must be available to work all hours of the Call Centre
& u& ]" H+ h) B  c* v7 I* h) yfor
scheduling purposes. Work schedule will fluctuate.

" y4 N, U! `5 U- I# z3 N

- l( `) X! R. F; [4 gThis position is administered under the Canadian Energy Workers
Association
8 B  y8 f. W/ _/ B8 P6 n+ S6 v. e& LCollective Agreement, Job Posting provisions.
0 @( O$ k% t: C
RESPONSIBILITIES

9 s$ s& A, s" f: J; b- r8 u- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
- O% }7 W3 I5 ?' m: D# N/ Finquires.
- Solve a wide range of customer issues in a dynamic, high volume
8 {$ J3 x! M9 [% @and
4 C& z) D/ O5 [1 Jfast-paced environment using initiative, creativity and
decision-making
skills.
) c. p; G0 v9 E7 b6 W5 \8 k- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- h2 p3 e$ p/ O- W0 D/ e+ z7 p0 P0 F- Calculate customer bills by performing complex rate calculations
3 e  k0 i5 w+ Z  R. x/ d2 u) ~while
using a thorough knowledge of various rate structures.
& L9 j/ p0 {! g6 i7 n) e- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
: R) i$ q  x6 U5 |3 x) j# I- Process customer account information in a measured real time
# `& [! \" {" P( _  _# U- {* g* ~environment.
0 w2 W: W5 _2 f0 {- L- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
& `) g* L  {* S9 }; r0 t- b; a) J+ Y- Respond to emergency customer service calls in potentially
: W1 h& t: u/ y6 b3 g  R4 @# Nlife-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
* \* E( O; l* _compliance
plan.

QUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
provide
" e3 i# F% t* F6 L% yproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
6 ]* X' V( i9 h- |. _5 q9 C- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
! \0 U9 e8 N5 _5 G' Z- K% ^- Effective professional written and English verbal communication
: d" d/ F. W% v6 e0 m! Askills.
- Flexibility to perform in a dynamic work environment.
  O4 h; P0 t7 f+ B/ s3 R& m6 C- Positive interpersonal skills to thrive in team orientated
environment!
) m: y' G% L5 \9 y7 s. J- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
# g  V! b3 O& \5 P" a2 O- Ability to apply appropriate judgment in the management of
5 D! t$ p+ K2 j& M# `( @' `confidential information.
- Clear Criminal Record Check.

6 P" m. B' ?* s. HGood luck,

Karuna Bhavsar
* I. Q- Q# i: l0 z
Welcome Centre
9 w% Z2 j* C& O9 s3 y3 o- L) HSupporting Aspirations Connecting Dots
* g& V3 E% `$ d5 \
$ b9 ?7 M" D0 l& j5 L#335,TowerII
9 M' g: q! ]2 y9 Q. {) W7 [Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
3 S$ ~; J  {8 w# E9 }  @Phone # 780-462-6924
6 Y( ?6 R; t2 UFax # 780-466-6594

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