Call centre representative-ATCO

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+ _1 ^$ L% s5 C9 l( s, ]  gLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
2 F& ?) ^; Z* LJob Category:Customer Service / Call Center
7 ?+ }* M+ J. g1 v/ VPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
8 w2 h  V" g  a0 @0 k3 G  w/ V
/ L& n" A! _! T! l' a( FDESCRIPTION

AMENDED - 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
7 D8 r( y. O. ~  ICall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
0 i. D/ x& o$ ?5 ~  iShift Differential: additional $0.80 per hour for hours worked on
3 a6 S# P( A4 [3 HSaturday, and $0.96 per hour for hours worked after 5:00 pm.


0 V6 O% s: R6 b% ^! D& aThe Level II – Call Centre Representative assists customers by
responding to
" L+ G) G4 K& v7 \  R% q# R% a4 Oresidential, commercial and rural account and/or service inquiries or
' L, U% t6 C* G7 Ncomplaints received by telephone. This role is responsible for
delivering
# m! s6 H+ x% gexcellent customer services by focusing on first call resolution.
3 m( C: ]+ S! u! |' B+ o; J: |# b


- Z+ |8 M. e  B  o4 X  M& E, c. J0 LThe 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
6 q, r% Y9 f6 ]6 x$ e1 R  XCentre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.



This position is administered under the Canadian Energy Workers
- Q. }9 a; i1 m  BAssociation
: `# p& Z6 L' i+ ]Collective Agreement, Job Posting provisions.

* h; y% g$ z2 P( t' zRESPONSIBILITIES

- Responsibilities included but are not limited to:
! y" L7 v0 y0 P+ G7 j8 M- Respond to customer residential, commercial and rural
( c9 I8 v. i" @+ v; Kaccount/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
" D' }1 ]2 E$ b8 i6 [3 d% C2 ~( Cand
9 Y: o$ E% g: V; ]fast-paced environment using initiative, creativity and
decision-making
skills.
% n, w- |3 a3 j! L4 I- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
; W1 j2 Y7 q  l  j. `$ y( o3 z' S- Calculate customer bills by performing complex rate calculations
/ z8 w: j3 B8 `1 \/ y7 s% fwhile
using a thorough knowledge of various rate structures.
. m. T: ?, s; p' [- Explain customer bills to a diverse audience.
- 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.
+ d; @" Z/ A& ^3 ^( I5 X% \  f' a- Provide caring customer service to all customers.
- R+ F5 y# t, r+ Q7 U- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
% R1 d5 Y6 b! {. P) Ylife-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
! e/ I: e: J. O- P; Ccompliance
* f0 w, c' e- E. U8 ]5 nplan.
& R1 W/ ?, f% e9 Q' |" [' u
& [5 O* r* K# I5 B" j: y" vQUALIFICATIONS
4 B: i3 b, l9 _1 W9 ~
& H2 I5 S" W  w" j- Grade 12 Diploma or equivalent (applicants will be required to
provide
( c/ u' Y+ N$ Iproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
+ i  w: H( m0 p5 i; c- Proficient skills in PC office applications (i.e. MS Word) and a
6 |8 w* N9 H% |working knowledge of Windows XP.
- Proficient keyboarding skills.
. g' @  T$ j. V0 \8 V* \- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
, C3 u: d* H4 U- Effective professional written and English verbal communication
7 O) H& u7 v3 J) I5 t7 yskills.
9 @1 ]$ S" U$ t+ w- Flexibility to perform in a dynamic work environment.
& W- U. H; H) l0 L  r- Positive interpersonal skills to thrive in team orientated
environment!
7 Q" k+ }! A4 \* \) X# j- Accurate and attentive to detail. Strong mathematical aptitude.
/ l  H0 q. j  H- Demonstrated ability to work as a contributing team member.
. i6 J1 A$ g% p0 N9 p- Ability to apply appropriate judgment in the management of
/ T0 N3 M; `9 n5 {! {$ Yconfidential information.
- Clear Criminal Record Check.
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* t$ T' d! F8 V( t* e$ oGood luck,

2 F. q  m7 l/ p; t' Y, y- wKaruna Bhavsar

Welcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
7 W) Z9 M% i0 b( IMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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