Call centre representative-ATCO

又见炊烟

If you think it matches with your skills and experience and you need
! y, E8 V% U: b% E/ |' C! Uassistance to apply for, let us know and we will arrange for an
: `( f$ R$ A& y9 [, Y# r, rappointment with one of the counselor.
. @+ J1 X3 i, l$ k1 d  N
4 L; a8 ^2 W; b/ B+ t$ kLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
' t3 M# n8 p# J' W8 EJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
3 x' z: C2 K& l! WJob Location: Edmonton

DESCRIPTION

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
- b( }6 M" ?" K1 I9 CCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
& ~' `: [% T3 r  }1 l$ _& uSaturday, and $0.96 per hour for hours worked after 5:00 pm.


The Level II – Call Centre Representative assists customers by
8 h9 Y7 W  E) {* W- z: k1 hresponding to
1 @, a6 J) z$ e) o4 T" I% m, ^5 |residential, commercial and rural account and/or service inquiries or
% K4 e7 t3 T/ ^* [5 u* I5 n; v3 Tcomplaints received by telephone. This role is responsible for
2 _5 S9 m+ D" M& a. ^4 Zdelivering
excellent customer services by focusing on first call resolution.



The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
6 u* F5 F* w$ a  }0 z& aSaturday
) J: n: i: C0 ~& d- p0 ]6 q# b8:00 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
. ?9 G) q; h8 `2 n* G4 n) nscheduling purposes. Work schedule will fluctuate.

# n3 L% J# O( L! q& E8 R  U
5 y' N( m/ x, R9 D! v9 F4 W
This position is administered under the Canadian Energy Workers
! O& |5 T) o, |0 F2 M2 T! V0 IAssociation
Collective Agreement, Job Posting provisions.
! I& _* }9 b& d& E8 j* A
RESPONSIBILITIES
, D, H3 I) Z4 k0 h5 |5 `3 C5 A
- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
! O& ~8 K3 s  [0 daccount/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
7 y, ?) v9 B& `  P. T6 h" E1 ^fast-paced environment using initiative, creativity and
8 q9 s2 W! u7 {0 Z# }decision-making
skills.
7 }; C) i. d# T6 _6 c- Up sell, Cross sell and retain customers is mandatory.
" m4 h2 M( {+ q# P! N1 i* Q4 `- Provide information to customers relating to energy management.
& V/ ~; a0 Z" C0 y" i- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
: j+ d) p# I+ W) W- 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# C4 u5 p* i3 \% R; p7 R' P- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
: I4 v% o. U! W& P, Y% o- rcustomers.
- S9 z- \9 d* g5 q+ S+ |$ z+ I- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
& a0 |+ M+ G: L- Understand and abide by governing legislation, codes and
compliance
5 |# t' k5 q; S+ vplan.

QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
% F7 `" z3 b( V* {proof of education)
4 k% w9 ]) P2 J' v- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
$ X5 ^! J1 C; I6 R& Nworking knowledge of Windows XP.
- Proficient keyboarding skills.
  n& D: A- e1 k3 S' c+ E- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
/ W) ?) l+ y* [2 l- x0 V0 dskills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
) g8 b) l( C$ V7 Penvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
, t! A( v, }' O) i9 M- Ability to apply appropriate judgment in the management of
; [- s) E. ^- R+ t% ~2 Gconfidential information.
% [+ Z6 [' R) b, h8 g- Clear Criminal Record Check.
! N' u; ]( z+ u% X/ E# u0 z
Good luck,

2 g$ |2 Z) \0 k3 U! K% e+ V& z) YKaruna Bhavsar

+ J# \( D( N  d8 ~! vWelcome Centre
Supporting Aspirations Connecting Dots

( n+ ?$ o8 R# J/ C#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
* r( n1 C& }$ u- }- [9 KEdmonton,AB T6K 3L6
Phone # 780-462-6924
+ i: s6 o. d) G+ hFax # 780-466-6594

flyingpig

这倒是个练习口语的好机会

熊猫真真