Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
% Z* k- q# i  A! Y- N% eCompetition Number: 65A11 16
$ v4 M1 F7 S4 UJob Category:Customer Service / Call Center
2 R1 |0 o1 H0 D8 \Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

1 }' b0 c5 J9 Z# B6 G& X6 dDESCRIPTION
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AMENDED - April 26, 2011
1 X/ F- G5 d, R2 P- FATCO I-Tek is currently recruiting qualified permanent part-time
+ J  I7 V4 E" {2 n  C: h' M$ ^% y(16-30) hours per week, Call Centre Representatives to work in the
Call 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
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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1 }. P3 n. m( y
The Level II – Call Centre Representative assists customers by
$ }7 A" U% l3 r( ^1 a& B% o! U) kresponding to
! a7 j9 ~  Z2 A* K$ Iresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
4 X' Q7 I" T; v  Sdelivering
8 v. b( p, Q- m9 v7 Pexcellent customer services by focusing on first call resolution.

. Y) M9 r" a, L2 N0 J- Z
- |( d% s( D  C7 E, W: K% a& y
6 R& V% g5 F7 `: ?The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
8 s& ^$ U  e5 _3 B, x9 [7 a* T8:00 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
scheduling purposes. Work schedule will fluctuate.
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6 c2 \7 u: l) y7 j& o" \7 QThis position is administered under the Canadian Energy Workers
  B/ M+ P2 }6 b/ d& nAssociation
7 `9 S" W) Y! ]3 ^, o0 ^' x$ F* q$ BCollective Agreement, Job Posting provisions.
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RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
$ I" ?7 c( [8 E. Y- i* z) A( r8 rinquires.
- Solve a wide range of customer issues in a dynamic, high volume
7 b% f6 e" c. ~# j0 ^6 Q7 `2 I1 i9 pand
fast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- q8 H. O: j) {% F$ I- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
$ B" I. e! w+ l5 G6 h- Explain customer bills to a diverse audience.
$ v" Q" P, v% b8 }- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
: q2 V6 `+ z. I- Process customer account information in a measured real time
9 ?  b$ y9 U6 e6 D8 E9 r' Eenvironment.
- Provide caring customer service to all customers.
! S# j3 g7 w  K. t/ E4 m- Defuse potentially unproductive interactions with irate
customers.
1 Y0 M  M" w, a5 T' u, V! H- Respond to emergency customer service calls in potentially
) q) D2 z+ N$ T! Zlife-threatening situations.
9 w5 V* u+ ?; _3 \- Work with minimum supervision.
- z' [1 }) G- J- q6 k: A$ G- Understand and abide by governing legislation, codes and
compliance
plan.

# @9 _) C4 l. L/ xQUALIFICATIONS

) t0 e2 o' X4 Q7 I6 |- Grade 12 Diploma or equivalent (applicants will be required to
% H; s0 i8 M1 d2 s7 q  [provide
4 M& L1 A, O, ]/ Oproof of education)
- 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.
0 Q! i- p: [* d: K  A6 M- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
; n6 d+ A' M, V. z- R( `/ o- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
- s4 z; j) F. d6 qenvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
& z8 Y$ v. n2 s. r- Ability to apply appropriate judgment in the management of
4 B) o  _9 ~$ I5 `6 z# o5 o: n2 R/ Gconfidential information.
1 s' o: F, r, @( e7 W8 O% M- Clear Criminal Record Check.
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- a" U: Y; c4 R9 rGood luck,

" H8 q) [% v& A1 sKaruna Bhavsar

8 Y  Y; a' f' j" b$ M: v- cWelcome Centre
Supporting Aspirations Connecting Dots

7 `* g+ ^6 E& J% ~0 ~#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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