Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
0 q3 \" Y1 t! R% E2 Z# LCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
4 V. Q, o5 W$ f: yPosting Date: 4/7/20112:13:00 PM
, P+ p3 C% M  G  yClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
6 E0 g2 v& n; N3 ]! m4 f8 X
DESCRIPTION

: d3 _* F4 n* g. gAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
7 @( C* n: {; ?' x) _(16-30) hours per week, Call Centre Representatives to work in the
. i1 W" g! B; j( C# BCall Centre located downtown Edmonton . The pay range is from $14.83 -
( a8 F% R/ A- L* l* f1 z# h$ 18.83 per hour.
; z5 i( B+ a3 {( h) l9 oShift Differential: additional $0.80 per hour for hours worked on
# d. [% z7 y6 a& l/ X% L: z- hSaturday, and $0.96 per hour for hours worked after 5:00 pm.


: t* ?6 S6 \7 H! \3 \; t0 p) gThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
9 k+ w" `; e" ]* _complaints received by telephone. This role is responsible for
. Z: I6 V: T  P! G: }# j- t1 |. |delivering
0 N2 G+ F9 u. t# D- x, |6 k: q- s7 eexcellent customer services by focusing on first call resolution.

: \. y' x; Y5 P5 U
0 O. Z* F0 G0 R  [# t. k
" Z/ X4 ~) ^! U6 l  kThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
" o' S0 _) D2 [1 h# GSaturday
" ~: P. b1 A9 }  |- Y" R8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
+ G9 u: h" M# z) ?+ d  F3 C( PCentre 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
" h' i5 _& [7 d; x, [Association
( w7 a/ }1 b; m$ F2 R  [; ?Collective Agreement, Job Posting provisions.

1 g3 y+ ^6 O8 CRESPONSIBILITIES
+ t5 s+ P+ f. T
. |& p; c1 c* I+ X* I- Responsibilities included but are not limited to:
# l$ z  @# `0 u0 s+ E1 q- Respond to customer residential, commercial and rural
account/service
2 M3 |; A) L8 tinquires.
# o  \" z0 B7 l6 y- Solve a wide range of customer issues in a dynamic, high volume
* F$ I. X3 {6 X0 J' _and
6 ?0 D' S: w: b* o3 Wfast-paced environment using initiative, creativity and
6 b9 h! r/ A; u. [decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
" B9 @. a: d: U# M0 r" G% z) |using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
. F  R2 M# H4 p3 H) R3 @9 |3 D- Process customer account information in a measured real time
environment.
$ m! u2 D8 p+ d& G8 h: D3 ~- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
* |7 ?' A+ L0 S- c- Respond to emergency customer service calls in potentially
( f7 e& r. [0 W! Nlife-threatening situations.
2 Y- s) g9 E: v, ?  o) p- Work with minimum supervision.
: o# L/ R; \! K- ~5 I8 L/ S$ I1 G2 b- Understand and abide by governing legislation, codes and
" g8 c' K5 I' ?; I+ Icompliance
plan.

QUALIFICATIONS
6 s  x$ [" u4 ~
' U9 n5 j0 ]" n- @. K- Grade 12 Diploma or equivalent (applicants will be required to
provide
0 s9 k/ P! t$ ]- L( t! F( s7 n' [proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
* A0 |# P- @7 J/ a3 g- ]; O3 `working knowledge of Windows XP.
- Proficient keyboarding skills.
) h- [. |# ^$ z/ ~- Call Centre experience desirable.
6 |" g' }* p8 G2 b" u3 D6 z- Demonstrated reliability and ability to work rotating shifts.
  [. z9 k' `$ D3 Y- Effective professional written and English verbal communication
skills.
0 B3 Z7 r' l: {1 W- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
+ R4 Q2 [$ v' c* e* s( [; }- Accurate and attentive to detail. Strong mathematical aptitude.
# {* d1 @, W9 n- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
( b8 \$ v* @8 Nconfidential information.
- Clear Criminal Record Check.
9 v* Q! g  y' n/ @
' l( `5 ^; N4 BGood luck,

Karuna Bhavsar

Welcome Centre
Supporting Aspirations Connecting Dots
+ [+ e3 I$ y3 `" Y
1 S; {& O$ e! W* Q" {#335,TowerII
9 W+ }+ d% k5 b& B1 L; p. j0 ~Millbourn Market Mall
7 [7 {) X% q% R7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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