Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
3 c& h4 M4 t9 @* }) jassistance 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
1 j- n; y& A+ J2 g& A2 hJob Category:Customer Service / Call Center
" n) O! |% X/ W+ V+ G9 c4 NPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
0 L4 v" t: o* ^6 ?7 o5 E" i8 Z- T- o% MJob Location: Edmonton
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DESCRIPTION
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$ E4 M0 w% G! c9 x+ BAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
  I9 P4 p/ |% R; RCall Centre located downtown Edmonton . The pay range is from $14.83 -
# P$ }- e- ^  V$ 18.83 per hour.
! N# i: y5 P% x7 B3 YShift Differential: additional $0.80 per hour for hours worked on
. a$ e, s# y3 P' d0 I! HSaturday, and $0.96 per hour for hours worked after 5:00 pm.

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  S8 G$ m* t: b; |- J; k) RThe Level II – Call Centre Representative assists customers by
responding to
5 H. M* h- E$ q. `residential, commercial and rural account and/or service inquiries or
3 m5 W6 T) P9 P6 c4 @/ f% m  Xcomplaints received by telephone. This role is responsible for
delivering
/ _  m6 G2 X2 h9 uexcellent customer services by focusing on first call resolution.


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8 n1 P- h8 j% G  h, K2 ]The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
% w7 t2 w4 S- Z" z: \4 rSaturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
; r6 Y3 J4 I$ B) W4 T  r4 X/ RCentre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.


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This position is administered under the Canadian Energy Workers
* Q7 u: ]" G5 b) o% S1 rAssociation
Collective Agreement, Job Posting provisions.
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: t" m. n) r' c) qRESPONSIBILITIES

5 R" e8 d6 W+ ?6 v- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
( X. Z7 g& ]# }, S: uaccount/service
7 R3 W* t4 V( e: sinquires.
- Solve a wide range of customer issues in a dynamic, high volume
2 u" U1 H0 ~) L8 {/ @6 n2 ]) `9 w% n  l8 land
$ c, g, j0 E  U3 [7 U7 o. c2 Zfast-paced environment using initiative, creativity and
decision-making
skills.
  D% \# x, C# u, ~- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- B# M1 U; W) }  x5 m2 G- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
" `& D2 n& ^8 X8 E* _* ?9 L- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
6 a) U" d0 ^- Q. Z8 W- Defuse potentially unproductive interactions with irate
- u, f1 u9 ~8 C0 pcustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
. z0 V  `) ]1 p6 F. U; d- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
3 @- e1 d( j: r2 tcompliance
plan.

2 x/ M- D. d% p/ ]* G* _" KQUALIFICATIONS
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/ i: D8 P8 Y( j. g( ~- Grade 12 Diploma or equivalent (applicants will be required to
  v2 {1 j: D: ?0 K2 C0 T8 tprovide
& h) {5 o' u4 Yproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
5 x5 A  M" l7 J1 S& I- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
7 U0 Q( ]* M) ]+ p0 e9 g- Proficient keyboarding skills.
; w0 t1 A( \, n! m# d- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
9 u. E( j7 S: y1 kskills.
9 a) i8 H: i& ?2 {& I, Z# w- Flexibility to perform in a dynamic work environment.
* H" w! S' S( P* f8 b* E& S/ c, _& L- Positive interpersonal skills to thrive in team orientated
5 y+ Q/ a, f5 k" H; tenvironment!
- 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
7 m8 y. N4 k1 s6 aconfidential information.
9 {$ t- E: P5 l1 o5 ]/ l& |; N- Clear Criminal Record Check.

Good luck,
. [- {' l/ Q7 ]/ Q2 c
Karuna Bhavsar
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2 E; S2 [5 F1 R, dWelcome Centre
Supporting Aspirations Connecting Dots
$ [1 v2 X" |8 \+ y" m; ?5 D
2 O' z9 v- {4 [; Q% y#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
8 t* y- b; T6 e  sPhone # 780-462-6924
Fax # 780-466-6594

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