Call centre representative-ATCO

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  Z: S+ V$ B1 _assistance to apply for, let us know and we will arrange for an
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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
( P9 R, V+ c: I% o: nJob Location: Edmonton
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DESCRIPTION
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9 |3 |% V$ ?! RAMENDED - April 26, 2011
* _! H, ^" k! h  S( j' lATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
" R0 K# g# f2 O; f, f- B6 {Call Centre located downtown Edmonton . The pay range is from $14.83 -
- U, y0 B2 r4 e5 ~, J$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
$ N6 w; N( d8 n6 DSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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! [( I" o, N" x  C, {The Level II – Call Centre Representative assists customers by
7 J" v1 x$ E5 ^4 I" |' ?) Jresponding to
0 O4 g. k7 q  Bresidential, commercial and rural account and/or service inquiries or
/ @; ~) k7 ]+ h4 _complaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.
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; Y2 q& ~9 b2 [, q2 o$ p3 Z- b) UThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
6 I) i. b: K: ?8 r# M8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
7 p5 j) r+ R, h& TCentre employees must be available to work all hours of the Call Centre
6 n1 k) d5 k/ tfor
scheduling purposes. Work schedule will fluctuate.

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/ I/ x1 y* ~1 y' h
/ |' b4 p$ X  O$ f+ V/ zThis position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Y' U; W6 G2 X  T% a" Z- Respond to customer residential, commercial and rural
$ H% g0 d; ]! p! Saccount/service
inquires.
6 G  q- S$ ?  h5 Q- Solve a wide range of customer issues in a dynamic, high volume
and
( D% B- c  h7 ?( x# ffast-paced environment using initiative, creativity and
) N+ e& X3 {' U7 w5 k6 Ddecision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
+ H% ^) i/ I- z. l# _" qusing a thorough knowledge of various rate structures.
- g- |) T9 o$ ?; i- Explain customer bills to a diverse audience.
% n7 h& I. D( @  X0 C' G- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
3 W2 V/ H: R  B7 ]0 d- Process customer account information in a measured real time
' F  L2 R2 l4 Z- V7 _) V/ ~environment.
- Provide caring customer service to all customers.
3 f, `/ A) ?# m9 \# p2 _" J( j- Defuse potentially unproductive interactions with irate
5 z2 y. C( L" N, e% fcustomers.
- Respond to emergency customer service calls in potentially
3 x% T9 y' c6 K$ i" r1 k9 X  y( ilife-threatening situations.
+ y" g2 C( z4 l7 `4 k6 [. @6 ~% K" v- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
: y% v4 E, ?$ S! B( v& Ccompliance
plan.
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QUALIFICATIONS
- L( i9 N" t% x$ D3 I: g- y) Q4 J
" L5 Z0 o" Y- X. n+ J6 N- Grade 12 Diploma or equivalent (applicants will be required to
, e5 Y. v4 t3 m) p) y& N! N% Dprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
3 X; ?1 o6 y2 `9 q& Cworking knowledge of Windows XP.
- Proficient keyboarding skills.
$ ?& F" q$ \' E* F1 @6 n1 h- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
% u* y' C& X6 d4 l- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
8 e9 D+ [5 C# B: A; ?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
6 t! ?* i( X$ m+ S3 }3 Dconfidential information.
- Clear Criminal Record Check.
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! P9 D8 M6 E+ E, m9 v2 h# v$ d9 tGood luck,

  Q; p2 a: J( l; cKaruna Bhavsar
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Welcome Centre
Supporting Aspirations Connecting Dots
7 r/ s: y1 {0 V
#335,TowerII
Millbourn Market Mall
2 x/ K9 e2 M8 A# `7609-Millwoods Road
/ d( @1 x% w, b9 d; w7 |) p( s  t! lEdmonton,AB T6K 3L6
# m& H7 b( k% ]6 O- L) Z6 h' ]Phone # 780-462-6924
1 w. [% s0 P& U5 B' P" o- qFax # 780-466-6594

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