Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
+ m6 e6 R* {% H8 H6 M% n- L/ x, Cassistance to apply for, let us know and we will arrange for an
  C9 T. L# l; Q" aappointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
5 k3 o; I! Y3 r. B: r8 N" @Competition Number: 65A11 16
6 V% D. U9 w- y6 p+ m6 ^) vJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
. t6 p! e: D; L- W  j& F, L7 t. PClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION

AMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
; x! _, f$ Q7 X) i(16-30) hours per week, Call Centre Representatives to work in the
) H- d3 f) g: D: s2 p0 ^Call Centre located downtown Edmonton . The pay range is from $14.83 -
: [. t' t5 d0 k& J, B) j$ 18.83 per hour.
, U- F/ m0 ?  z8 j) {0 a4 @! wShift 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
responding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
3 |7 [' ?0 y: Xdelivering
excellent customer services by focusing on first call resolution.
4 K2 G5 Y) i! _+ _* C1 I

  N; ^' j& B# ^
* t. a% Q4 A+ j2 _# g+ ?The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
2 \, Z* f7 v. U5 g8 C0 n7 M* e# QSaturday
% p& @9 n+ Q9 ~* ~. X8 v6 ]8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
9 @. M, r3 W1 O$ P! U& {' HCentre employees must be available to work all hours of the Call Centre
& S3 ^# Z6 y# [2 a" v( [2 z) Cfor
' f7 T& g0 |  Rscheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
/ M9 K: R0 s; k! _Association
Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES
, U) A2 M4 ]5 O& a# U: S
8 j8 ^1 m, O; t9 N, I0 _* ~; I2 ]- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
: Y* j0 Y3 d* V* r3 b- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
decision-making
skills.
0 I2 Z4 I, ^, s, Y# J. v/ l: g- Up sell, Cross sell and retain customers is mandatory.
& d! G# k  S4 {6 w, K- Provide information to customers relating to energy management.
- W( G4 s7 q7 k" o; |) r- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- T. ~: \' u; g/ t/ W7 c; e- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
- Process customer account information in a measured real time
2 ?4 W4 Q4 U% r3 G2 eenvironment.
* P) F  u% n! X1 b: W5 s: M4 `+ e- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
4 t6 L: [1 v' z/ G1 J/ xcustomers.
- Respond to emergency customer service calls in potentially
) F# K1 |- x  F( N& w! ^" P7 ^2 klife-threatening situations.
- Work with minimum supervision.
7 T* n9 k+ c" U* x. e- ~- Understand and abide by governing legislation, codes and
1 B. O! k5 x, U  T0 X7 q% wcompliance
plan.

% l9 N  f; j3 F6 p! GQUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
' N4 f. X1 ^8 k. |& m! r" sprovide
proof of education)
1 s- j! H) t8 \- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
! O+ t9 ]) R6 {. Qworking knowledge of Windows XP.
- Proficient keyboarding skills.
+ f/ o& j+ G7 a7 l- Call Centre experience desirable.
# L* e8 t3 e: D) [+ T- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
- r4 n6 P- P; v% j" C# e1 L$ c7 m% [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.
, C9 E: M; w; z1 U$ ~! @& H6 ?- Ability to apply appropriate judgment in the management of
4 n8 m% H2 F5 K0 H1 V! Xconfidential information.
- Clear Criminal Record Check.

Good luck,
. b3 m( ^( C$ I% X- E8 y
Karuna Bhavsar

Welcome Centre
! \: h( `  G" R6 E  lSupporting Aspirations Connecting Dots

#335,TowerII
Millbourn Market Mall
7 b' ]3 g* _5 ~! g: ?3 i! N! G7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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