Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
7 r3 W2 s  d4 W, j+ @assistance to apply for, let us know and we will arrange for an
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Level II - Call Centre Representatives (Permanent)
5 N3 V) b; U# N3 T% tCompetition Number: 65A11 16
" b; U7 Z# X! w3 \# KJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
8 W7 |' ~" c6 H% ?! xJob Location: Edmonton
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DESCRIPTION
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( @: z' ]7 j: m- L7 r0 tAMENDED - April 26, 2011
3 G1 j* T4 S' UATCO I-Tek is currently recruiting qualified permanent part-time
% o! F: _; ~( G(16-30) hours per week, Call Centre Representatives to work in the
; ?* C) ]7 c$ Q5 c6 L5 M& FCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
, [4 R! t) G/ A; W- l, P; N- }/ }; qSaturday, and $0.96 per hour for hours worked after 5:00 pm.


The Level II – Call Centre Representative assists customers by
. ~0 c: J' s5 R6 X. l# N6 m9 |responding to
1 |* y7 w$ d( z3 V  W  n8 Sresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
- f# O% w  t3 T# W  ]  Mdelivering
excellent customer services by focusing on first call resolution.

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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
3 I1 @& v  S+ L1 l# @( A" j8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
$ z0 r( A- e$ l: @- t- v; E  wCentre employees must be available to work all hours of the Call Centre
for
5 ^7 d4 a& ?3 Vscheduling purposes. Work schedule will fluctuate.

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This position is administered under the Canadian Energy Workers
Association
' y  w/ }* k0 Y- u, y) \8 h, rCollective Agreement, Job Posting provisions.

, `, f: M2 b: S! l; Q# J2 TRESPONSIBILITIES
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% G5 [: F0 Q+ x5 W1 e- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
9 A! O0 `# X1 T* finquires.
- Solve a wide range of customer issues in a dynamic, high volume
* n$ ]" _! Q8 I8 r" t' H/ R' D1 Fand
/ f& l9 w. m  i9 P2 K2 |fast-paced environment using initiative, creativity and
decision-making
8 ~+ Y% i& `% j0 L6 fskills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
9 F! T2 E; x1 r1 S' H9 i0 k& I- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
  ?" S1 O& \% W! Y# [) ~- Investigate, analyze and respond to inquiries concerning billed
5 k' i0 z1 s* c" P: e2 Iamounts, account status and receipt of payments.
- Process customer account information in a measured real time
  D' }0 g. {+ P$ y+ j  Fenvironment.
* ?1 u1 X) a7 K% Z$ z- |: G- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
4 T& E$ p/ J0 l5 t& Y  X9 D; U- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
/ W. V( @* G0 U6 jcompliance
& k5 n" f: E* I9 ]+ Eplan.
4 o& U/ |- `, l$ E
1 O5 v0 U$ T4 O! M1 E7 J( `QUALIFICATIONS

7 d" I% t$ M/ m( y4 J( B- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
- `% \2 E0 m7 W" \% {1 {- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
( @3 z4 |* @! d- n/ k- Demonstrated reliability and ability to work rotating shifts.
7 L" q7 c( B! m5 ~9 p- Effective professional written and English verbal communication
skills.
( T$ c) K4 j8 W: E- Flexibility to perform in a dynamic work environment.
: i) M4 F: h$ B' q# g9 }. A, y/ N- Positive interpersonal skills to thrive in team orientated
environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
9 o, b' ]( M! ]) z* j9 {  p, w$ n* T- Ability to apply appropriate judgment in the management of
& H! h& |; }# @% f0 @  ~* h6 Z; Mconfidential information.
# k, I8 T  r% p7 f5 X; t( Z- Clear Criminal Record Check.
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' U5 t8 m5 g6 T, L8 O2 rGood luck,

  q! Q; U) x: I# X# \6 fKaruna Bhavsar
1 l' \% U: H7 H5 X4 w% w9 j" |
Welcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
8 H6 Y0 n* ?$ _# R  Z" YEdmonton,AB T6K 3L6
1 f+ V& _7 J) a/ cPhone # 780-462-6924
Fax # 780-466-6594

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