Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
  |1 d9 w, d, I* Q5 w. L( @Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
# q7 [! e9 i; k* |Job Location: Edmonton
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DESCRIPTION

7 w! z/ L" v3 L. j& g- T' m# ^0 gAMENDED - 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
Call Centre located downtown Edmonton . The pay range is from $14.83 -
0 q" E9 g; l3 E* b( q2 ]$ `$ 18.83 per hour.
  @: l2 G' S4 \5 a" rShift Differential: additional $0.80 per hour for hours worked on
5 {# G1 P) V1 B* I5 {& `Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
responding to
# M5 @( M5 N! r1 v6 R, l4 i$ a8 kresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
excellent 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
8 w7 e% [0 Q! \Saturday
* U5 [1 V$ I8 E) W; K3 M8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
3 S, _' J! Y% Z/ ACentre employees must be available to work all hours of the Call Centre
" \* ^* P! |$ B) o% Xfor
scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
5 r/ C% U7 S) w* B4 T# o' nAssociation
Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES
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- Responsibilities included but are not limited to:
- C! K4 f7 |* l. ?5 ?0 P% w- Respond to customer residential, commercial and rural
4 t- O! y! g0 }5 M7 Yaccount/service
) k  B% F( C3 Z( G9 r% @inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
" U0 L, z+ u0 v; ?/ Odecision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
* n. _1 q$ E* Z4 A. F- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
2 d8 C) q+ H6 z8 S+ xwhile
using a thorough knowledge of various rate structures.
  L  p( R9 l& s. C6 x7 d: d( `- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
* A' T" T) n' P- w, ^2 F& h7 M8 _2 ?amounts, account status and receipt of payments.
- Process customer account information in a measured real time
  T* ~% b, ?, v: E' senvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
) h$ d) X3 ~0 ncustomers.
- Respond to emergency customer service calls in potentially
0 `" D+ O: {# E4 f. g! Nlife-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
9 V9 v% q: w* C% M' n. lplan.

7 n$ V* G% S; g2 V8 dQUALIFICATIONS

: O" p6 ], B& S0 I, ^0 _- Grade 12 Diploma or equivalent (applicants will be required to
provide
4 E: L, r: P4 j# A. t1 Cproof of education)
2 w; f' n1 W& }2 |- Successfully complete the Call Centre Simulation Assessment(s)
% V: D# y: Y, ~- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
8 H! {5 |' R! ~: w; k- Proficient keyboarding skills.
- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
3 n0 l7 a5 L# b/ @/ r+ ~- Effective professional written and English verbal communication
skills.
0 d1 u# o; P& o/ P. T" s5 o7 y- Flexibility to perform in a dynamic work environment.
, h; [: |: G- }9 i- Positive interpersonal skills to thrive in team orientated
environment!
# ?4 R, _$ z( H- ~- 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
confidential information.
2 o7 Y* o" d" C; x2 {/ ~- Clear Criminal Record Check.
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% |+ @4 {; |8 q  oGood luck,

3 g0 s! e/ O0 m2 G, I9 e: MKaruna Bhavsar
1 _5 p8 X) Z$ s8 V  T
% b$ F+ H4 J. G8 {, B7 G/ vWelcome Centre
  q' L2 J1 [2 }2 f' W9 e; NSupporting Aspirations Connecting Dots

#335,TowerII
2 R" O! y  M; GMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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