Call centre representative-ATCO

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& u+ D' h" q- p! y) eLevel II - Call Centre Representatives (Permanent)
' l: W& p& X: T& j! ]: r& ^Competition Number: 65A11 16
Job Category:Customer Service / Call Center
; X; E; I" w/ r. C9 O  s, }5 D% sPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
5 n5 o! ^! w/ K3 y. `Job Location: Edmonton
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DESCRIPTION
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7 v3 U* p: T6 F4 D- D; P# cAMENDED - 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
6 g" N. u) q  y; S& t$ @2 gCall Centre located downtown Edmonton . The pay range is from $14.83 -
4 z) i5 ~9 }- E: h$ 18.83 per hour.
, B1 m  @( e, D7 W6 w3 B& wShift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.

7 }- T4 b8 L" {6 K1 D+ O1 c
) E6 O9 M5 ?* a2 N8 D6 t  P0 PThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
! |! l* w# u# T( U7 h: wcomplaints received by telephone. This role is responsible for
- u, W' X( l0 Q9 D  wdelivering
excellent customer services by focusing on first call resolution.
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9 E4 t* _0 Q3 n( F
+ n3 D7 R$ X+ g7 q1 w2 [The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
3 Q5 x. U* D1 a" Z' h/ VCentre employees must be available to work all hours of the Call Centre
0 ^, R3 F0 J% ]for
scheduling purposes. Work schedule will fluctuate.



This position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.
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/ R* `6 d  N+ B. A# |( F* L8 hRESPONSIBILITIES
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- Responsibilities included but are not limited to:
/ S% ~0 Y- R4 V2 {# w4 w8 K( ~, O- Respond to customer residential, commercial and rural
account/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
( L1 ?  i" x  K6 D- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
6 A+ B" |- R& T/ Eusing a thorough knowledge of various rate structures.
+ I8 _& h9 E. g1 W! J7 V7 g6 y- Explain customer bills to a diverse audience.
0 q4 g% H- _8 F; _/ e- Investigate, analyze and respond to inquiries concerning billed
, N2 i) ~! x7 Hamounts, account status and receipt of payments.
. W6 X- H8 f! b3 k, O5 n- Process customer account information in a measured real time
: Y9 J" r/ D4 F9 {( c3 henvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
! H, p' }, u1 |6 m. ~# }customers.
9 j8 R- _. Z, E7 d" J- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
& W% U/ |# l4 x7 y" O/ C; o- Understand and abide by governing legislation, codes and
compliance
# x; i( r& y) ?  G3 t! Fplan.

QUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
# T2 D2 i+ Z; W: uprovide
% x  G, w& D# Q  n% z9 B* i8 \proof of education)
$ v; h- t" p% |+ B3 l8 Q, P- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
4 r/ a6 |( }" q% X& j- Proficient keyboarding skills.
- Call Centre experience desirable.
( ~* `0 E7 F# D# h+ f- Demonstrated reliability and ability to work rotating shifts.
' O4 L; e4 {0 h7 c( j7 U  e- Effective professional written and English verbal communication
4 E- p  W) p# m; \5 z8 ^skills.
/ u7 G  q6 n6 x7 R! ]! \8 I2 ?- Flexibility to perform in a dynamic work environment.
! e7 F( |- s  s# k, L+ F# ^- Positive interpersonal skills to thrive in team orientated
/ Y+ W) v9 E5 {environment!
- 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.
- Clear Criminal Record Check.
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Good luck,

4 J) q& C9 m7 b9 ~/ [$ D, a3 AKaruna Bhavsar

Welcome Centre
* a! B9 n5 H* W, J4 _  M  T' u: h) ]Supporting Aspirations Connecting Dots

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Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
# ^* {3 ^- p" _  `' j' V& f8 zFax # 780-466-6594

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