Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
. h6 C  `; Y' O* Z9 KJob Category:Customer Service / Call Center
0 l7 l5 T( R5 m) e- ]Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
9 z! K0 u1 v- O9 j& AJob Location: Edmonton

: k8 ~* z$ O; k9 x# Y* `DESCRIPTION

, D4 B( _3 j, {/ b1 {: ?8 U1 jAMENDED - 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 H8 z) x2 U7 D# C/ Z' YCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
: G2 Y# ^$ j* RSaturday, and $0.96 per hour for hours worked after 5:00 pm.
! `" I2 P1 ~- l) X% D

The Level II – Call Centre Representative assists customers by
3 s( f! k" q% p* P  x+ O% ?) Yresponding to
residential, commercial and rural account and/or service inquiries or
0 K( J" b1 X! M* [! {+ o# |& jcomplaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.



The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
8 w+ h8 `4 L5 D: N7 C: USaturday
& _$ ?4 c- Y8 r- ^' ~) ]' l8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
4 x) O$ [# A2 [7 xCentre employees must be available to work all hours of the Call Centre
: [6 M9 N# }1 h0 p. B. I, A0 M$ Xfor
scheduling purposes. Work schedule will fluctuate.


1 y) i6 Q; w/ f! v$ h* {* m( U) Z
This position is administered under the Canadian Energy Workers
Association
* g0 |7 ]2 o  J, E& W5 n) d+ h# LCollective Agreement, Job Posting provisions.
: T) s- M; B8 ^  n  F, c; ]# P1 E
RESPONSIBILITIES

- Responsibilities included but are not limited to:
( N' f6 w7 i% k5 O5 v. P- Respond to customer residential, commercial and rural
$ n* k+ f; ]+ ~* o5 S! R7 S' baccount/service
! l+ O: ~3 h; r; [inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
( y; e1 S0 i# b# s+ c; U+ W( Dfast-paced environment using initiative, creativity and
6 v3 n6 i* X/ N' D) P# V% Z: }decision-making
skills.
: d- c4 o4 R8 I9 C- Up sell, Cross sell and retain customers is mandatory.
3 h3 E' Z; [4 [( I! Z- Provide information to customers relating to energy management.
8 G4 j9 A$ r7 V% q" f. f$ B% S- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
5 e. |% P7 y9 g6 E: m* \. r- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
7 r4 i) G; @: i5 t$ q( F# h- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
, y( ^$ z& B5 _0 N( r7 f5 W) `$ c- Defuse potentially unproductive interactions with irate
& u8 q4 q) [- q: G- ^customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
) s( Q- y- l, Vcompliance
plan.
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) ]& H# d0 G; a* GQUALIFICATIONS
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$ c/ {! z. C5 D% X6 s/ e1 a- Grade 12 Diploma or equivalent (applicants will be required to
provide
2 o3 |: u4 u. e" v+ aproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
/ a1 `1 x4 _* T" z1 m- Proficient skills in PC office applications (i.e. MS Word) and a
0 V/ m8 x% `! Uworking knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
! u4 T3 p0 N9 S6 S8 d- Demonstrated reliability and ability to work rotating shifts.
3 `( I' N  D" t0 z9 q0 ]" _- 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.
9 f# [' ~2 s7 o! p- Ability to apply appropriate judgment in the management of
* \: W' ~7 G/ p: u. P+ o: [confidential information.
/ O: W1 ?8 T! S! U) a6 A; t- Clear Criminal Record Check.

Good luck,

Karuna Bhavsar
: m8 C6 u) @1 ^: P& |
Welcome Centre
Supporting Aspirations Connecting Dots

; S: x/ o4 C% M0 J' x6 S#335,TowerII
Millbourn Market Mall
. g6 }0 F+ J7 V. i5 J. m5 I9 |1 l7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
- z7 g* i8 P5 A1 RFax # 780-466-6594

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