Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
% Y& W' m  }2 q  y0 {& N5 k* _assistance to apply for, let us know and we will arrange for an
appointment with one of the counselor.
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& v- `- U! Y- B/ M8 K' fLevel II - Call Centre Representatives (Permanent)
' i* s8 c: T: \% x: F" l5 F) SCompetition Number: 65A11 16
/ T# M" @2 V) VJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
0 b7 @/ h) M* ]7 BClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION
$ X( |: j$ D: J6 J9 ~$ t3 Z( {
: N5 Y' P% k) H/ }6 AAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
6 e1 E& a/ r; I, H& k& ]/ V6 C(16-30) hours per week, Call Centre Representatives to work in the
6 K: V3 A6 J# U: s3 nCall 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
  \- g3 Y6 d7 n1 N& O! @Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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  v6 ^" g* m* [" nThe 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
delivering
excellent customer services by focusing on first call resolution.



The 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
. z1 Q2 ?2 q7 S3 M& GCentre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.
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7 G* f0 o7 k% u' D) V: W) G
This position is administered under the Canadian Energy Workers
Association
$ t2 A, l' P5 e* m7 Q! tCollective Agreement, Job Posting provisions.

+ i# Y: ?, ^* i0 M7 V3 e1 O9 i7 {RESPONSIBILITIES
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% T; W2 v3 I8 X* f% B- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
4 u) m2 g; |# u+ O, a1 W- Solve a wide range of customer issues in a dynamic, high volume
1 ], H: h% H1 K5 e- t! N" V9 iand
fast-paced environment using initiative, creativity and
decision-making
skills.
; t- [9 I/ r6 N) v- Up sell, Cross sell and retain customers is mandatory.
0 Y7 x7 S, V1 B- Provide information to customers relating to energy management.
* H) ~! Y( k$ R- L8 h$ d- Calculate customer bills by performing complex rate calculations
" X0 o1 d& I8 c5 cwhile
% e! f/ J3 F' D0 I! nusing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
' a, w4 s  j3 [( h! J- Investigate, analyze and respond to inquiries concerning billed
0 t' E9 V3 k) O# w1 s: }- T* ?amounts, account status and receipt of payments.
9 j4 v- [  U+ i% @6 R8 C; Z; p- Process customer account information in a measured real time
, r; l+ S+ ?4 p% `+ F2 Kenvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
' u, F, T1 ?0 {: d" }- Respond to emergency customer service calls in potentially
life-threatening situations.
& z8 p" m- h/ F1 C& W% N' B- Work with minimum supervision.
  k7 L# A" x, R4 y5 ^/ a- Understand and abide by governing legislation, codes and
compliance
% o6 i/ F: L3 b* t( G" l. ?plan.

& _7 u* k5 C$ z+ Z! _1 mQUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
) G' b7 v3 h' w; ?# L# u! hprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
5 `6 [8 d& ~  l' [0 T. b- Proficient keyboarding skills.
- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
6 R$ j- O3 g1 i9 ^( uenvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
- x6 L. m# M1 X- q( B9 ?- Ability to apply appropriate judgment in the management of
& u9 X6 W$ u* Y6 a% xconfidential information.
- Clear Criminal Record Check.

Good luck,
9 Z6 J/ }3 x- t0 b: {
Karuna Bhavsar

Welcome Centre
Supporting Aspirations Connecting Dots

$ G  J2 X; d0 z$ u#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
' ?8 ~- i* i5 Z  o9 x9 j/ @Phone # 780-462-6924
3 N5 L7 W/ d7 R; ~- u$ wFax # 780-466-6594

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