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If you think it matches with your skills and experience and you need% A8 ]0 s+ B% J3 D! L4 o
assistance to apply for, let us know and we will arrange for an
) Z# }- `0 e& O# _ yappointment with one of the counselor. ; V( I) p* \- b, D6 y
; r. B5 I, t1 o/ M8 c. U5 u! s& PLevel II - Call Centre Representatives (Permanent) 7 B" m7 G: |! m6 X: H
Competition Number: 65A11 16) G, v( S3 ~& b1 |; b8 k1 `
Job Category:Customer Service / Call Center 1 W! c! i( b7 l& Z
Posting Date: 4/7/20112:13:00 PM
0 n) J5 ^! G4 E6 CClosing Date:5/31/2011 4:30:00 PM - X, t0 R+ x4 B7 [6 j/ ]7 v5 e5 H2 r
Job Location: Edmonton
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DESCRIPTION8 c$ y: u+ b( y
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AMENDED - April 26, 2011
8 e( W! ?0 v( u) u0 M$ OATCO I-Tek is currently recruiting qualified permanent part-time
6 H D+ W0 S! u' }; M. Q: a# u3 I(16-30) hours per week, Call Centre Representatives to work in the
N! K, W& R& d! W) ?) x) rCall Centre located downtown Edmonton . The pay range is from $14.83 -+ O8 n# [8 Q' x
$ 18.83 per hour. 6 m2 l2 W6 x k
Shift Differential: additional $0.80 per hour for hours worked on
0 M/ Y5 w; v' a+ P& Z/ p' D8 ]Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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, Z( I* S6 e8 m( [* LThe Level II – Call Centre Representative assists customers by
. i2 u; _4 g6 |6 Fresponding to
9 i k4 @/ A- Z) g0 Eresidential, commercial and rural account and/or service inquiries or
& j" U0 P' A6 D4 ?complaints received by telephone. This role is responsible for
- O( J* @0 S6 o% J# [delivering: D# n* s: v3 u9 H% S
excellent customer services by focusing on first call resolution., S! W+ y2 n* Y$ P' t! \
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
" k6 v) [$ {' g3 x& A' f% jSaturday
+ r4 e% G2 r0 H3 E5 i8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call; w+ s+ R4 g/ T+ }; b
Centre employees must be available to work all hours of the Call Centre
2 f& r) _) v2 Ffor
5 S( `3 u& Z) @: R- |# nscheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers+ T- d5 k' C/ E9 N3 N( x
Association# L- V# b+ e! y4 \
Collective Agreement, Job Posting provisions.$ L( k0 c: `9 e- j4 E8 D2 k. r* P
& P2 N7 F' V( ~RESPONSIBILITIES
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- Responsibilities included but are not limited to:3 a0 k0 r* ~: D
- Respond to customer residential, commercial and rural. ]9 p$ y# E2 L+ t# i$ m5 o/ G
account/service
7 S! S5 J9 i6 Einquires.8 l! C- d% C; f$ Q7 ]# O
- Solve a wide range of customer issues in a dynamic, high volume1 G+ T- A* S( [. k1 m, f+ O, ?* S+ j
and' ?+ t; Y* N, f- d( y6 S- O' q; E$ v
fast-paced environment using initiative, creativity and
1 ?; l4 m, _! j1 r+ Ddecision-making9 s' a4 Y2 z) [' s6 U, V
skills.. o8 e! D. D- Q1 |5 c
- Up sell, Cross sell and retain customers is mandatory.
5 m7 ^* D: P5 O- Provide information to customers relating to energy management.* d7 _" q7 E4 m
- Calculate customer bills by performing complex rate calculations6 T$ S" e+ |2 c; |' b$ h
while
1 g! R6 ~3 }4 P; gusing a thorough knowledge of various rate structures.5 P- l) L- J: F" n# d
- Explain customer bills to a diverse audience., J a; S/ W( ?' }2 |4 P6 o
- Investigate, analyze and respond to inquiries concerning billed
( a+ C! @: ^ G3 i E% H, Jamounts, account status and receipt of payments.) ^6 @6 k# s5 Y6 q$ {8 g
- Process customer account information in a measured real time
% e* g: W( p8 m! renvironment.
/ ]" w- x' k8 I' k- Provide caring customer service to all customers.. `( ~% k: R$ r; k
- Defuse potentially unproductive interactions with irate& R. Y0 m- o0 M8 p
customers.
2 p$ [# Q8 K( {5 C; @* J! c- Respond to emergency customer service calls in potentially
% ?, K* @; R( S y, R* Z5 k2 mlife-threatening situations.7 r& A# a' Z" f F1 Q# z
- Work with minimum supervision.
5 _' |! D v n7 f1 S1 P* C0 z- Understand and abide by governing legislation, codes and
( T5 M# B$ ], O2 v% M9 Bcompliance
6 g2 ^* M+ ?3 k8 [plan.
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QUALIFICATIONS
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5 L0 h3 A( `, i! V e: r0 v- Grade 12 Diploma or equivalent (applicants will be required to. C, c1 S3 B7 J6 L+ h! Y
provide7 @1 |; ~+ G* e
proof of education)
3 Y( O d0 b0 k* ^' t, @- Successfully complete the Call Centre Simulation Assessment(s)
7 v" x$ s8 z( g2 j- Proficient skills in PC office applications (i.e. MS Word) and a! C1 i) C" ~2 S) W8 _ M8 S7 y _
working knowledge of Windows XP.
3 {: A+ ~- h$ {; I( w1 l" C- Proficient keyboarding skills.
- Q3 e2 }3 _% _% u- i$ p- Call Centre experience desirable.. Y( A; B8 E% Q8 ?$ @4 V
- Demonstrated reliability and ability to work rotating shifts.
) }6 v" n1 W* k: x4 R- Effective professional written and English verbal communication
" `' v! t# m6 z: Y# L9 M* z/ {skills.( n6 k z3 v/ ?: l4 K
- Flexibility to perform in a dynamic work environment.& C! T# H: O5 s% _+ a& [; \- `
- Positive interpersonal skills to thrive in team orientated. o+ g! c5 R; Y- S: M7 T" }
environment!+ T0 d/ G7 r3 P% p6 s2 c7 \: I2 j
- Accurate and attentive to detail. Strong mathematical aptitude.# E. q: ? T( Q! ?, [
- Demonstrated ability to work as a contributing team member.( l6 q' U2 r: G: u2 V3 A7 n
- Ability to apply appropriate judgment in the management of e0 V' }& n2 X$ _ k4 c W$ _" q
confidential information.
; W" u' Z2 ?% o& ?6 v: d- Clear Criminal Record Check.
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" [+ E; ~9 D' f' lGood luck,3 \" n2 d0 `5 |. \6 A
9 F) Z1 P' W% VKaruna Bhavsar
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Welcome Centre 5 m6 ^3 }( G9 N# ?- K2 |
Supporting Aspirations Connecting Dots
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#335,TowerII
6 `9 }; ~& ]) j$ K/ H1 I' ?" n4 _Millbourn Market Mall
# q$ H3 ?" m5 \4 K7609-Millwoods Road1 r4 D# k5 ]3 m# V* L/ b
Edmonton,AB T6K 3L6
( ~1 H# G" E: }0 ^" ^Phone # 780-462-6924
; t- A6 Z8 a1 |6 kFax # 780-466-6594 |
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