Call centre representative-ATCO

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1 O5 V" y2 n: B7 qassistance 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
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
5 u6 J# J3 S0 N# v8 i# YClosing Date:5/31/2011 4:30:00 PM
1 J7 G. I0 p4 U9 g; t2 y" iJob Location: Edmonton
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DESCRIPTION

. ^3 J9 }* g4 ^9 a9 J# r. BAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
1 d% U8 W+ J/ c/ J(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.
9 L6 f8 e3 O# H- g, QShift Differential: additional $0.80 per hour for hours worked on
: a# d0 f" b( I5 C! L$ uSaturday, and $0.96 per hour for hours worked after 5:00 pm.

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The Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
1 U2 y. m; e3 W" z8 o2 u& H" |delivering
+ E0 v0 T6 x$ O3 X' K  Z7 K  yexcellent customer services by focusing on first call resolution.
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" P+ T) f0 o  w+ t7 F: n9 p( U$ `3 f2 _The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
" n1 m2 B" p' C  w/ i8 [8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
; L& E6 r8 L6 j4 x$ }& lCentre employees must be available to work all hours of the Call Centre
for
& w& T2 g4 T! \scheduling purposes. Work schedule will fluctuate.


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7 f3 z, {4 v4 t, @2 ^# A2 n4 x- _  LThis position is administered under the Canadian Energy Workers
Association
/ e/ V9 R3 Q+ u5 U% gCollective Agreement, Job Posting provisions.
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RESPONSIBILITIES
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5 t: L; [) b3 T* h- Responsibilities included but are not limited to:
- A4 I2 i; B: Q: H- Respond to customer residential, commercial and rural
account/service
7 B' D6 U: T- n) M) }, x" x5 Binquires.
- Solve a wide range of customer issues in a dynamic, high volume
; L8 Q/ F# n- Band
- E/ L, Z5 i* Qfast-paced environment using initiative, creativity and
& _, Z. U# S& k. [; K- g* r9 \% Idecision-making
skills.
9 r1 Y* e# r3 h& }) X' m0 K- Up sell, Cross sell and retain customers is mandatory.
0 `$ W& e3 j! e. p- Provide information to customers relating to energy management.
. I/ k  ?$ i, r- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
1 D8 a3 _/ b0 _+ v5 ]7 B- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
/ V' _1 y$ B& f" z' _- Process customer account information in a measured real time
' t' m, B5 c: menvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
+ q) l4 S9 W0 f1 e0 I& v; X" T! @customers.
- Respond to emergency customer service calls in potentially
( b  q& C' d5 O  Plife-threatening situations.
% V! |4 x' ~0 z- Work with minimum supervision.
" |8 Q2 Y3 S- Y( Z& w- Understand and abide by governing legislation, codes and
compliance
5 H5 v# A2 S; y& u* ^% d  w: aplan.
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QUALIFICATIONS

7 }$ v- B: M$ D# o- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
; \- k0 J$ o6 a! D  q4 l- Successfully complete the Call Centre Simulation Assessment(s)
/ Y2 B8 X2 m. A4 t  V: A- 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 W6 B% t* k2 j3 f" {0 i* R9 G- Demonstrated reliability and ability to work rotating shifts.
' b6 C2 d; T3 O  a0 I9 O' [- Effective professional written and English verbal communication
  b4 B, z7 u5 U' w. S% mskills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
5 `4 B7 I" ?. O  g& U: q: qenvironment!
1 C6 I3 L7 V; M6 w# I/ e% l4 j- T- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
& w1 a6 H0 }8 l, M0 k! n( L0 [* b- Ability to apply appropriate judgment in the management of
' K! D! a$ u* U3 p7 Mconfidential information.
- Clear Criminal Record Check.
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Good luck,
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Karuna Bhavsar
: }2 `: S5 \$ c- O. E3 U$ k
& |! q3 d- ^5 W5 `3 {' XWelcome Centre
' r1 G  d: i( D2 @+ d; x  pSupporting Aspirations Connecting Dots

  W# V6 U- J7 v) E: J. f#335,TowerII
& [. y. b: _9 LMillbourn Market Mall
7609-Millwoods Road
$ y3 A* }1 G5 a& B- w/ M/ F/ T" ^Edmonton,AB T6K 3L6
7 {3 z# l) l' FPhone # 780-462-6924
Fax # 780-466-6594

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