Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
6 o/ c5 g- V/ F5 }) T3 a; A! Iassistance to apply for, let us know and we will arrange for an
appointment with one of the counselor.

Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
. d9 E- S$ Q, ^! \Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
  P! _" {. b1 _) l$ w" @2 U- y3 ^Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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! J% S1 c' P, G% _. I5 e5 C1 EDESCRIPTION

! v5 \# ]/ p# c3 x+ x8 b+ iAMENDED - April 26, 2011
- ~7 s5 B' Y5 sATCO I-Tek is currently recruiting qualified permanent part-time
: \* n& }( @, d. @% ]1 r* c5 U5 A) g9 m(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
9 i& e# X8 P0 _) w9 H( [8 e0 UShift Differential: additional $0.80 per hour for hours worked on
3 J. K5 B3 E! r$ _! W: C# b* w5 \1 eSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
3 y) I) m8 E: ?' J: J5 g$ ^responding to
residential, 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.
5 \  B8 m( Y: ^, @5 R0 F9 h$ _4 b
. ~- e7 |0 b8 E+ j% l

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
Centre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.
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/ J, ]( W: e9 c3 [( q
& r4 K& }) }/ LThis position is administered under the Canadian Energy Workers
' [7 L$ s# I+ |( O0 z/ y. `Association
Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
/ _. I/ L) g- a. e, }- Solve a wide range of customer issues in a dynamic, high volume
7 ]+ k) a- r5 o! o# T+ }and
$ j7 h1 M2 X7 g7 d# W5 |9 K8 Efast-paced environment using initiative, creativity and
decision-making
$ W. E* ]5 `8 M& N3 }skills.
; }% _! ?6 O8 q" m2 _- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
/ ?( R& |  d2 ^9 z- Calculate customer bills by performing complex rate calculations
7 I4 \: j1 p/ g2 O# uwhile
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
, [! ?3 U# @) J8 q  r) H1 @" damounts, account status and receipt of payments.
6 Y. z1 Q$ O- h3 f9 {* B; j) ]- Process customer account information in a measured real time
- A# l% h; B% f0 e! ~: U& [  oenvironment.
  H$ g5 D5 K% L: b- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
- y0 D% x" Y9 d# r* `4 v) w- Respond to emergency customer service calls in potentially
6 ?- @! ~7 K9 r2 S1 r2 l& R( Slife-threatening situations.
- Work with minimum supervision.
. x+ |4 `+ Q+ q) s- Understand and abide by governing legislation, codes and
. d6 `! P' u! h: _: Dcompliance
; g) q$ @& G% V% d' ]plan.
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) ~  i3 t8 G" [6 X' m$ jQUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
* ?& |4 Z- r* l  L% s3 {provide
proof of education)
2 o2 H2 d( E# `0 B9 X- Successfully complete the Call Centre Simulation Assessment(s)
0 I1 R9 v9 z9 h! P- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
+ P7 ]1 ~. ?) S1 N9 T- Proficient keyboarding skills.
7 F( U1 I; W6 L7 ~2 x( S- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
5 a6 f) ~0 N' l  p( K$ ]; z- L4 b2 Rskills.
5 P  Y. q4 p, X$ Z0 h- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
, s$ }) S' l, K; G* {  ~: Tenvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
$ V& `8 c& f7 d: u% s- d- L- Demonstrated ability to work as a contributing team member.
5 H4 H: V# ~( A8 [4 y- Ability to apply appropriate judgment in the management of
5 y7 F- y% D* ~) ]5 C/ Sconfidential information.
- Clear Criminal Record Check.
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Good luck,

Karuna Bhavsar

Welcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
6 Q9 \1 `7 J6 I) Q4 OMillbourn Market Mall
% H+ O8 O5 M; h9 A) E1 E7609-Millwoods Road
Edmonton,AB T6K 3L6
8 P+ T4 F7 N# a% [* C- O. UPhone # 780-462-6924
Fax # 780-466-6594

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