Call centre representative-ATCO

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  a* B+ S' R6 I2 B: j2 i- H; V/ TLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
6 v3 Z% J0 y8 a0 V8 bPosting Date: 4/7/20112:13:00 PM
/ r2 ~. j) A9 L, t9 FClosing Date:5/31/2011 4:30:00 PM
3 F8 |4 V+ l# R; lJob Location: Edmonton
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( e4 S: {0 C5 j9 GDESCRIPTION

AMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
. q. d+ v! m: t, a& l, J& p: c8 R(16-30) hours per week, Call Centre Representatives to work in the
: ?: X8 m1 a% i/ Z. e8 F) zCall Centre located downtown Edmonton . The pay range is from $14.83 -
9 S9 r9 T& J% h$ x  \$ 18.83 per hour.
! r: p/ Q! W& {8 Y7 j0 w, v! \Shift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.


The Level II – Call Centre Representative assists customers by
2 y2 r5 g' [* e8 Dresponding to
! @$ F( r9 c( D& o( v$ `residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
! |  w* p( d# h$ Q' E0 N- y3 zdelivering
6 S  b2 `4 U" \0 ]/ ?6 h# Eexcellent customer services by focusing on first call resolution.
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' A9 q# m9 i4 z+ ~& Z% }

The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
& W2 U5 w" P: BSaturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
3 S- R$ y# y2 o( q5 j- S8 Q0 E. wCentre employees must be available to work all hours of the Call Centre
for
9 l! @6 u/ Z" h  e, @( Y$ uscheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
8 Q/ x, o# k" W- o$ Z+ iAssociation
Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES

, ^; C& g" O, V, O6 U+ p8 O2 m6 @- Responsibilities included but are not limited to:
+ k- Q6 S; h0 y0 d' k: R5 m  V* e0 a1 j- Respond to customer residential, commercial and rural
2 h, ]5 N5 I0 _/ U/ S' Paccount/service
( Z& w, {  z% d. T( }  a: i* d/ `inquires.
- Solve a wide range of customer issues in a dynamic, high volume
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fast-paced environment using initiative, creativity and
decision-making
skills.
- A: U) U0 j* H( z  N5 z- Up sell, Cross sell and retain customers is mandatory.
) ?; [+ c6 M9 U# C( J4 q! l6 l4 G- Provide information to customers relating to energy management.
) e3 U. h" Q' D6 G) y% N3 ^, C* M- Calculate customer bills by performing complex rate calculations
while
6 Q: ?' k$ P5 Y% i& `. U, Iusing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
* o. R! g# K) ^/ v6 o" K! b- Investigate, analyze and respond to inquiries concerning billed
; k, U# m5 o) T3 tamounts, account status and receipt of payments.
2 ?) D; `% H/ \- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
7 p; o+ t4 t+ a5 h( _- Defuse potentially unproductive interactions with irate
% E) f9 ~) C+ k5 M5 i0 D* qcustomers.
" g0 `0 ^" D; u/ v, c  _) e- Respond to emergency customer service calls in potentially
% J* X9 O2 }+ p* {0 ^9 |life-threatening situations.
- Work with minimum supervision.
$ e, `4 k$ t; t) f- Understand and abide by governing legislation, codes and
8 n% e0 K- u* U8 [4 K9 ?compliance
0 B8 D/ x8 \- c* pplan.
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& L5 u; W6 }% X  S% bQUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
- 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.
- Proficient keyboarding skills.
- Call Centre experience desirable.
: J+ C. @, X3 @- h5 |! ]- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
9 P' U' h6 h8 N) d% q1 E7 [! eskills.
- Flexibility to perform in a dynamic work environment.
, T/ @' K. r( @. A- Positive interpersonal skills to thrive in team orientated
: C' F+ M& A. S0 X6 Z# W) nenvironment!
7 t+ K: T2 T8 |8 i% Y: l) p7 O6 d2 \) t- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
# d% Q$ i# `  F+ ^- Ability to apply appropriate judgment in the management of
2 L! A2 e$ ~# K- n+ n9 D) Gconfidential information.
! K0 l1 _* F, r" B& q  M- Clear Criminal Record Check.

. [9 s/ z( \( U* kGood luck,
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Karuna Bhavsar

- N  u, y; l$ rWelcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
" A4 l+ A8 V& i6 `- T: KMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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