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If you think it matches with your skills and experience and you need. F; I t! C6 D* a$ x# n! f
assistance to apply for, let us know and we will arrange for an
- s3 u- {+ n9 `appointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
" |* Z/ Z& S3 a) Z+ ~2 u5 R2 NCompetition Number: 65A11 16' }, ~6 L& O2 m* b9 Z( R
Job Category:Customer Service / Call Center
7 v7 }, U4 Q& ^% @! |7 SPosting Date: 4/7/20112:13:00 PM
& }6 o6 t' ^+ GClosing Date:5/31/2011 4:30:00 PM ; D) {% C Q+ h2 C5 y* |) p
Job Location: Edmonton
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DESCRIPTION
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AMENDED - April 26, 2011 _1 A! e% W4 @$ \
ATCO I-Tek is currently recruiting qualified permanent part-time
* F- {9 Q9 {, T$ V(16-30) hours per week, Call Centre Representatives to work in the
/ ]; y3 ~ `9 S" p( P- PCall Centre located downtown Edmonton . The pay range is from $14.83 -
- V' r7 S' B; n0 D& `$ 18.83 per hour.
. K* G& Z+ ?; c) j7 q. yShift Differential: additional $0.80 per hour for hours worked on1 z& i& C/ [% p) N; A; W6 p9 T
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by; ?& Q' S# p$ x- v) `
responding to, \. _1 Y) M$ g% v
residential, commercial and rural account and/or service inquiries or; g5 `7 @/ I) i3 _8 B. F2 R! p9 v% W
complaints received by telephone. This role is responsible for y8 p8 {, d3 c" X, ]/ z+ _1 f5 W6 k
delivering2 m9 ^; ~+ g/ g
excellent customer services by focusing on first call resolution.2 X$ b0 z, Y' E: O- i
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# z/ Q! n( E9 q( R' C0 H0 D' |3 XThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
f) F/ S' E3 ]$ \' iSaturday
: h b/ e) k% S3 c: x6 g7 h7 q8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call/ \; j4 K3 a( S, D _9 I
Centre employees must be available to work all hours of the Call Centre
A0 l+ n1 i# ^2 o" @for
" j/ ]/ y6 {! l3 r& I+ V0 a* M. H0 Gscheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
/ h o2 \( H& Q2 e% d& ^7 x' `# t" _Association
# S$ H. k1 X; u4 y4 d0 x3 W4 j( vCollective Agreement, Job Posting provisions.
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. m6 H. |( K3 c# Y0 U! HRESPONSIBILITIES
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- Responsibilities included but are not limited to:% K% Z7 S# \% t' A( X5 R
- Respond to customer residential, commercial and rural
6 Q! W3 o9 H0 y8 v$ [account/service
+ ?4 T) Y0 C, a1 @% sinquires.1 _4 e9 z* Z( o z+ A
- Solve a wide range of customer issues in a dynamic, high volume
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fast-paced environment using initiative, creativity and
+ l/ e) o/ y- v/ Cdecision-making: N" T% o; C, g: _
skills.: s" H' k, K) m' H
- Up sell, Cross sell and retain customers is mandatory.
% w3 _9 U O/ I) X8 M/ E) H- Provide information to customers relating to energy management.) [+ c/ d$ V" D/ [5 I7 f
- Calculate customer bills by performing complex rate calculations% q9 h0 G) |3 E' b
while
, _/ [, Z1 m7 |$ d1 x& p' husing a thorough knowledge of various rate structures.
; _/ r$ _& W9 @9 d- Explain customer bills to a diverse audience.$ C) R+ \# {% o3 C+ l# J! _
- Investigate, analyze and respond to inquiries concerning billed, u! H" l# E1 b. a) ?: ~
amounts, account status and receipt of payments.
% Q" J7 r: B( s' S( I' L- Process customer account information in a measured real time+ w T! K" j x4 W0 ^6 v8 L
environment.0 p: ]8 |: t3 Z; Q t3 t, p/ f
- Provide caring customer service to all customers.
# x5 d4 _2 i1 \, l" \3 b- Defuse potentially unproductive interactions with irate
9 \4 e% S7 q& V1 \, lcustomers.
& c! L3 ^5 S2 L! d1 r. p J, Y- Respond to emergency customer service calls in potentially( Y& ]7 I5 n5 X3 R/ K
life-threatening situations.4 ?: y( R/ r9 B0 ~+ b
- Work with minimum supervision.
# i+ U- c. M0 B3 X- Understand and abide by governing legislation, codes and
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plan.
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0 B M- [+ P, a7 J! s6 u* o! }QUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
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proof of education)1 F2 W% l. B$ ]' _# ~0 L
- Successfully complete the Call Centre Simulation Assessment(s)
1 }* s8 j) k/ n0 I, n- Proficient skills in PC office applications (i.e. MS Word) and a
, U, r7 i: H: I0 dworking knowledge of Windows XP./ B( n5 d/ j1 b- w
- Proficient keyboarding skills.
1 L! u/ B' R" _& t0 w0 ]! O- Call Centre experience desirable.9 x" j8 B0 p1 t& X: \' b
- Demonstrated reliability and ability to work rotating shifts.: ]; F/ g. F r9 x
- Effective professional written and English verbal communication
1 l3 F& Q7 J) v5 z' Askills.+ r9 z7 I, X5 A
- Flexibility to perform in a dynamic work environment.
1 r9 o- }1 u. ?) }- Positive interpersonal skills to thrive in team orientated# s( u% c. X$ i" t+ N: A- Z
environment!
7 D, K# _ p' l1 {3 X9 \1 g- Accurate and attentive to detail. Strong mathematical aptitude.& `! P; n% S1 M9 r5 [
- Demonstrated ability to work as a contributing team member.
9 ]7 q1 M& q K2 P0 _5 t$ K! U3 t4 a+ I' ]- Ability to apply appropriate judgment in the management of: Y& q9 w- u2 o9 H0 \
confidential information.
: _3 X) ~8 J. |5 f- Clear Criminal Record Check.0 c: s6 |5 ?' t7 i( U
' D5 o# p: v% H9 g/ XGood luck,
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Karuna Bhavsar0 w8 A) A6 `0 |6 p0 Q7 p# b
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Welcome Centre " V2 I2 t' o' M- B+ F! S
Supporting Aspirations Connecting Dots2 x* N# S1 K0 D' F- m, z) @ h/ Y
( r; F) b5 k2 h; m& \; C7 e8 R/ R#335,TowerII
7 Y# n, y/ _2 tMillbourn Market Mall; r7 U1 q( l. r3 Y4 s* H+ ^/ V
7609-Millwoods Road* Y: v& p2 p, r' ^8 h" Y$ Y, M1 P, P
Edmonton,AB T6K 3L6: @4 P8 P2 h1 T5 ]8 |! U3 \0 u
Phone # 780-462-69245 Z% W5 b" F3 _! A7 u" r+ R4 N! T
Fax # 780-466-6594 |
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