Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
, `2 s+ {7 f3 ]8 G4 S) K6 k( y: Yassistance 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
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

8 b) n& |4 U( l4 }1 h  UDESCRIPTION

AMENDED - April 26, 2011
) T) L0 t2 U9 B& h, P: A% ?4 \" KATCO I-Tek is currently recruiting qualified permanent part-time
. C4 L7 ~; B# y) E(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
# P9 t* c# O+ g+ L$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
6 E  F$ I4 ?8 W- ^( e! M: ~

. J+ X; ]5 I1 J( q  z2 qThe Level II – Call Centre Representative assists customers by
* y" d  [6 H! k# S3 w6 zresponding to
5 h$ J$ r" L0 ~6 presidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
& Z3 b& ?2 v6 b# }! t7 Ddelivering
excellent customer services by focusing on first call resolution.
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4 ]& v3 i/ ]) r+ [: [( S+ k2 z; B2 i
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+ i; _$ o8 A1 X# Q, [The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
/ q. V, l" S5 N) v. f7 s3 [8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
2 a8 }: G* c- t/ m: PCentre employees must be available to work all hours of the Call Centre
* ~0 R' J- |: B2 u+ Bfor
scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
: w" o: [6 `; X3 `% @/ {7 U# Yinquires.
2 z" ?: R1 o' J$ ~8 r4 T: R- Solve a wide range of customer issues in a dynamic, high volume
* e4 F: P' x1 H7 n5 v- dand
. d0 |1 Z7 z) f( _1 O- afast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
* f5 M/ }' p3 J+ t- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
: d2 B7 B2 W8 z- G% s- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
( n/ [$ l" |- X( J5 {amounts, account status and receipt of payments.
- Process customer account information in a measured real time
6 w- Y) l; f/ H2 J: H9 penvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
/ ]/ b/ z2 k2 y5 [7 `" Z. |customers.
& T! b9 H; Z: p3 i% N( z) f. {. U- Respond to emergency customer service calls in potentially
! d' T/ D+ j' |! `" N) R: L$ hlife-threatening situations.
- Work with minimum supervision.
& n& p$ v, F0 K; V8 q& h- Understand and abide by governing legislation, codes and
compliance
) ~$ S, M) y) Z1 H/ Jplan.

/ o8 O  p9 }& H" w) E- u! KQUALIFICATIONS
8 [6 ?/ K8 }% P, @; w/ p. y  D
- Grade 12 Diploma or equivalent (applicants will be required to
provide
- w. P- i' U' V' Uproof of education)
$ k& [- k& i, z- Successfully complete the Call Centre Simulation Assessment(s)
0 h/ i0 E! O$ X( l8 j3 R- Proficient skills in PC office applications (i.e. MS Word) and a
8 e* A. k. i0 m2 F! {$ vworking knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
6 @" D, B) a' w' q# v/ e  @- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
6 W$ V% Q# T+ L' |+ R) [4 t. E, Z# ~environment!
. U( o; Q2 ]& q& K- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
0 O3 t3 T8 F; V* b+ \# l/ `7 d- Ability to apply appropriate judgment in the management of
+ [! V  @  e0 @. {$ {9 d' cconfidential information.
- Clear Criminal Record Check.
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Good luck,

7 h3 Y* w4 j- W* e( tKaruna Bhavsar
1 r/ Q, W, M  b5 W/ \! ]& M
Welcome Centre
Supporting Aspirations Connecting Dots
! ]* |) V) L" W& q& M0 z
. D4 W! |. G. K4 f! [#335,TowerII
1 f- g( a# J3 l+ i" f. Y) {Millbourn Market Mall
/ I( `& S" ^1 _/ F, m! J: N7609-Millwoods Road
Edmonton,AB T6K 3L6
! D7 }8 `6 f+ T/ ?% b6 o. dPhone # 780-462-6924
Fax # 780-466-6594

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