Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
# l) x2 G6 a" ~" v0 R. Cassistance to apply for, let us know and we will arrange for an
' l0 p6 ~3 ~( Pappointment with one of the counselor.

Level II - Call Centre Representatives (Permanent)
! Q5 @3 f, M4 O. J' E0 A( Y% o1 lCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
4 q) ^1 F  N  d* ^Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

, m1 j: T5 E; {, t4 D/ UDESCRIPTION

8 W2 C$ l# p6 zAMENDED - April 26, 2011
4 i( b' `' b1 a0 WATCO I-Tek is currently recruiting qualified permanent part-time
+ [$ U6 {( ]! K(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
3 h' Q7 a* }; h2 `$ 18.83 per hour.
: }9 Q! ]: a8 d, hShift Differential: additional $0.80 per hour for hours worked on
* f3 M; `, g  j! h5 nSaturday, and $0.96 per hour for hours worked after 5:00 pm.


The Level II – Call Centre Representative assists customers by
responding to
/ t9 [7 M1 y" ?2 Iresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
7 j( _* z+ x) V& V5 Zdelivering
+ P6 R: v7 K8 B9 a+ v3 nexcellent customer services by focusing on first call resolution.


, y1 U: q" r9 o3 A- I; X1 v
* t/ D; s) }, {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
8 L5 R6 }* w# e. B3 v! ^3 J$ z3 e& escheduling purposes. Work schedule will fluctuate.
- b$ F" S5 f# z7 N% V
" q3 H' Q6 ?1 a
) c3 r3 ~# N0 X# n( r0 S% H3 X  C
This position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES

& X2 z  c! X$ N9 p; o8 T9 [- Responsibilities included but are not limited to:
. L3 C) P8 ^8 M4 U- Respond to customer residential, commercial and rural
# r: ]& X# |5 Daccount/service
inquires.
; C& E: X& ?. L- Solve a wide range of customer issues in a dynamic, high volume
and
4 D( X4 I% ~2 V8 {3 L) Lfast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
" P* V2 d' F% ]' F- Y- Provide information to customers relating to energy management.
! W" U0 f" @( C9 w1 Z; X$ V0 X- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
  C7 o# R6 k1 g4 m- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
* i/ T9 l5 O/ V$ g+ B, Q7 G- Process customer account information in a measured real time
environment.
: g. Z) |% n$ J$ I- Provide caring customer service to all customers.
! ?: ^* S" s4 l! W; ]- Defuse potentially unproductive interactions with irate
5 v3 E6 z4 X! ^" Wcustomers.
3 k# o  A/ X0 q% M- ]) Z7 @8 D- Respond to emergency customer service calls in potentially
3 \3 t3 F6 g6 G0 wlife-threatening situations.
1 K4 V  A$ ^9 t; j- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
# C" q% M; B7 a+ U4 @plan.

QUALIFICATIONS
" k# \, `* H: v* }: D. K
6 Z; V: T8 Z" A/ ?1 A, P- 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
- v/ {& @; ~4 u' qworking knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
0 n5 @9 @/ t# h; B( s- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
; \" m! z" @6 E8 Fskills.
- Flexibility to perform in a dynamic work environment.
. o: B" x% n0 L+ w6 c- Positive interpersonal skills to thrive in team orientated
8 x4 D8 {1 s+ Lenvironment!
* e$ r3 Z* j7 B2 q) W- G$ b  w- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
- l% I3 K) @8 _7 {- a9 |7 w1 Q+ N- Ability to apply appropriate judgment in the management of
6 q4 }+ I2 O8 W0 P+ W; jconfidential information.
- Clear Criminal Record Check.
# n0 ^' Q, ]2 J' Y
) C3 ~5 F7 H0 z" m3 SGood luck,
; i7 w( Q# [4 {" D1 B1 w
! f3 R. S4 Z3 e& nKaruna Bhavsar
( K8 F: t. f1 k
. O# P; n* E( `' F% R6 ]. r2 HWelcome Centre
8 U0 B! c8 |# q5 Q7 I( LSupporting Aspirations Connecting Dots

#335,TowerII
9 v( G3 b" ~( m% |! D( uMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
/ K5 T; O0 B- wFax # 780-466-6594

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