Call centre representative-ATCO

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% x; P, A3 g- W# r2 k+ O/ oappointment with one of the counselor.

Level II - Call Centre Representatives (Permanent)
. {  p  ~" A8 m7 Z: ACompetition Number: 65A11 16
Job Category:Customer Service / Call Center
1 J: O1 A+ ~2 m" Z6 yPosting Date: 4/7/20112:13:00 PM
$ W2 U6 K/ G/ v7 c% fClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION
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AMENDED - April 26, 2011
8 h' O8 M: Q: rATCO I-Tek is currently recruiting qualified permanent part-time
+ r: V; g) V9 O8 L+ ]6 U(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
- \# f( u% P9 R- L* U) q7 S% K$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
% }1 u* k8 M, N: C, gSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
; q3 S3 \& c5 m, Yresponding to
6 I& }/ _" r: Zresidential, commercial and rural account and/or service inquiries or
' o8 d5 J% z2 Z: a. V) h0 |$ G  bcomplaints received by telephone. This role is responsible for
delivering
+ _& z9 T" `# k0 [0 ]# _' `: Xexcellent customer services by focusing on first call resolution.


/ M- l# Q' O( C, C- P
: f% `' B5 D# U) y  U& `* ?6 Q% TThe 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
Centre employees must be available to work all hours of the Call Centre
! ~& W/ s6 [) sfor
scheduling purposes. Work schedule will fluctuate.
1 U5 E! g' y; S9 G0 Y% b

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This position is administered under the Canadian Energy Workers
6 A3 y9 d: F: f; F( pAssociation
+ `, Y0 R8 ~2 ^  P! `+ g" e4 _Collective Agreement, Job Posting provisions.

( {1 ~& x8 U  y/ U- ]/ s" d7 MRESPONSIBILITIES
3 K& w; s$ [1 s8 N* ~" a5 Y; C8 k2 e
/ \& F/ Y, M3 z0 v4 J" M- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
decision-making
4 x, R9 a! x1 q: b3 qskills.
& g1 l, L( p' q! M2 Q- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
1 f( G4 r) \2 [! G( V* j% f  P- Calculate customer bills by performing complex rate calculations
+ S. N$ C  U* x+ b  X8 K" y1 P! Cwhile
0 o, W% f! r( M: q: M! susing a thorough knowledge of various rate structures.
" Y" {9 W: i3 ]! g& e, M0 v; p5 X0 P3 b- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
0 @6 M+ Z4 }5 Q0 _" y% @4 i8 ~& M# oamounts, account status and receipt of payments.
  a$ ^2 E; a: O; ^. U- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
  k" ]) g8 _0 D6 m- Defuse potentially unproductive interactions with irate
customers.
8 U0 C+ y$ ?, b" M9 ^$ w- Respond to emergency customer service calls in potentially
life-threatening situations.
" }/ h3 L* U- u1 J8 q- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
- L; {4 p3 V& w0 i# k$ b9 R" u4 ncompliance
plan.

- Y' Y) _/ }, S* GQUALIFICATIONS
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9 K9 u- ?( J' [. ~- Grade 12 Diploma or equivalent (applicants will be required to
9 N& X3 R$ H( u9 v' X/ ?provide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
" S! W  M0 R! K' H- @+ Lworking knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
" }: U( ^. F2 ], r. g- 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
environment!
) J4 y  k* }5 V0 I+ c- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
( u1 `+ {& s& V( z+ b' W, o- Ability to apply appropriate judgment in the management of
confidential information.
* h- |- B7 S  f" y2 w) R2 o1 }- Clear Criminal Record Check.
( O0 v1 n( _$ Z  D# c) y2 _
# g5 Y: j, a, ^! e- _Good luck,
% w$ `$ ~& c$ e; h6 D: M
Karuna Bhavsar

8 H1 @& v$ t) Z- G1 YWelcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
' f4 }& h9 e  e% X# |Millbourn Market Mall
) Q9 S8 V) p$ l9 D4 M' T5 c# u# H) l7609-Millwoods Road
, x9 I# x+ E* k8 ZEdmonton,AB T6K 3L6
- f2 u4 k! X" k( u9 P) D$ R& APhone # 780-462-6924
0 r( p& K- p+ l  E# Y% }Fax # 780-466-6594

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