Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
: ?' z3 z5 {3 r8 h% \: S7 FCompetition Number: 65A11 16
! w: ?0 |* q$ `5 w8 z. D* ?Job Category:Customer Service / Call Center
$ Z" n. M! H* m6 X. S. R4 ^' z& H- WPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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" ~. b1 t) w. W! [/ TDESCRIPTION
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" r5 S. I4 B1 E- A- W1 C* H8 WAMENDED - April 26, 2011
8 s- M( P! Z& M; Y  j8 wATCO I-Tek is currently recruiting qualified permanent part-time
(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.
# k* r8 m  F2 E$ v# i, O7 I9 sShift Differential: additional $0.80 per hour for hours worked on
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
2 i. k7 y3 L2 F8 f: D6 h- X  b; Mresponding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
# G1 X2 T+ n* S0 I8 s, ^. a! V  Kdelivering
excellent customer services by focusing on first call resolution.

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' E' \) X' A% d) RThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
4 |' c) l- A7 @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
for
scheduling purposes. Work schedule will fluctuate.



This position is administered under the Canadian Energy Workers
8 b+ ~0 h1 O+ L, |. X- pAssociation
Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES

- Responsibilities included but are not limited to:
' l3 U, O" d: g- K. V& L- Respond to customer residential, commercial and rural
account/service
inquires.
1 S7 k. x4 H* o3 A! e- Solve a wide range of customer issues in a dynamic, high volume
) r: J* u  j5 m  vand
fast-paced environment using initiative, creativity and
decision-making
% ?/ F% k. z4 F5 p4 eskills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
3 X1 o5 J+ ]$ H3 r' `" o- Calculate customer bills by performing complex rate calculations
4 ?- J  P- s- F& C, W& mwhile
) ?) @" O; l; J" r) L5 U* }) l" rusing a thorough knowledge of various rate structures.
4 [, `, U  d2 F% P+ _: a- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
1 G1 `, C$ ^, S- Process customer account information in a measured real time
$ p3 P. H/ ?- P/ ]environment.
- _; g# [5 g2 ?8 G4 \- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
% ]/ t8 i% y4 |$ ~7 W, U' j/ ecustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
) {, `# u* G$ Bcompliance
6 ~% ], a' W1 q! \0 X3 L9 O6 u9 Rplan.

QUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
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proof 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.
1 C  }! t, b. G) c" E- Proficient keyboarding skills.
6 O6 r& N9 L- U& P  S6 i- Call Centre experience desirable.
: V; b* e8 t) T+ M- Demonstrated reliability and ability to work rotating shifts.
8 N# R: C& k' C! a- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
- 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
. R# Z: c5 L/ N' ], _confidential information.
- Clear Criminal Record Check.

Good luck,
6 ^4 s8 g0 D/ G+ R: u: r
Karuna Bhavsar

Welcome Centre
Supporting Aspirations Connecting Dots

, E0 Z4 P' V( _! L; M7 L7 t3 y+ d#335,TowerII
+ \; c3 V: s# y+ ~  tMillbourn Market Mall
7609-Millwoods Road
7 \. T# _9 i) lEdmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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