Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
7 }- {* w. M/ x5 Sassistance to apply for, let us know and we will arrange for an
$ h% P0 ?. s1 L) cappointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
- _/ }; a. v& e4 y+ A9 xCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
* M6 c1 x) b. EPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

# x7 z3 m$ Z1 T( R4 z6 |DESCRIPTION
* q, |& n, M/ p* S, m- ]
AMENDED - April 26, 2011
* R+ n' V, D) L7 nATCO I-Tek is currently recruiting qualified permanent part-time
0 i5 w( K! U2 v. ]% v/ _# X9 f(16-30) hours per week, Call Centre Representatives to work in the
, x! R/ x% k# w7 K2 M# g2 uCall Centre located downtown Edmonton . The pay range is from $14.83 -
2 r3 O! r: B9 ?' V  l1 U5 J  M- M$ 18.83 per hour.
3 U& b+ A( H5 l& y/ {8 mShift Differential: additional $0.80 per hour for hours worked on
5 h# [9 p" f+ [- q$ s# F( U1 XSaturday, and $0.96 per hour for hours worked after 5:00 pm.


The Level II – Call Centre Representative assists customers by
4 B( A/ p  C6 ^! Nresponding to
: M2 y/ ^# y) P. }residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
6 t, P0 t  L* w) N' {delivering
excellent customer services by focusing on first call resolution.



' r  D1 a4 N+ G' H( J4 xThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
" v( n/ r' J% x# R5 I3 {# cSaturday
; o+ R* V3 @2 e4 _9 o0 s8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
! T' x9 t) c8 m% a9 ]Centre employees must be available to work all hours of the Call Centre
for
4 Y5 k) K( H  f; Q* wscheduling purposes. Work schedule will fluctuate.
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* n! C5 z+ V% {0 G% G/ O

This position is administered under the Canadian Energy Workers
( e4 o' I1 k! {9 Z' _) W5 q0 z3 ?( tAssociation
Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES

- Responsibilities included but are not limited to:
4 d2 C. F% b, p# S% N- C- Respond to customer residential, commercial and rural
% z, {* K2 k4 E( Y/ N8 Haccount/service
. t# u' g* L6 ]5 R3 s2 H7 _+ Z8 winquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
decision-making
skills.
' Z) M9 b; d; ^2 y- Up sell, Cross sell and retain customers is mandatory.
. ^5 C. U  p8 }" C- Provide information to customers relating to energy management.
. `7 W+ d# _: Z/ p5 [6 c/ q6 I* v- Calculate customer bills by performing complex rate calculations
0 Q5 V' P  R0 L1 z1 U. |+ }while
. t/ ]; e5 H$ R7 x4 Y8 f$ H3 `; v0 Cusing a thorough knowledge of various rate structures.
$ h+ Q) {9 k+ |: _/ y- Explain customer bills to a diverse audience.
# B$ L4 C  Q% Z- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
9 C& q8 D4 V3 }9 k- Process customer account information in a measured real time
+ n- O9 X* m  ienvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
; P# X$ D" i4 C& o) }. j- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
plan.
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3 ]3 U6 Y  Y" I7 Q& AQUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
8 h, M$ a+ L. F, T' E4 ^2 T0 l- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
! \" C% N3 p) V6 z7 K" X* ~: C- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
0 _: x$ B. v7 ]- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
- 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.
- Ability to apply appropriate judgment in the management of
6 y/ q: X$ N4 m0 U/ {- Fconfidential information.
, b& g2 L1 S/ ]! L- Clear Criminal Record Check.
' \$ E: @1 A. \# z7 k2 S, v
2 q  _5 j! S4 j7 N' R5 Y( B* QGood luck,

Karuna Bhavsar

Welcome Centre
7 l( C/ r# s' q! I' t! J1 HSupporting Aspirations Connecting Dots
7 g- p4 ]) p- ~/ N  e" P, @6 @
% h1 e' p) J5 o& l4 e  l#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
8 [( y0 ~+ [9 IEdmonton,AB T6K 3L6
Phone # 780-462-6924
2 x% v9 |# L" [+ O; e: z8 ?- AFax # 780-466-6594

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