Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
. X# {3 p- q- o; p# GJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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2 I/ ~* R) j) H1 ~/ F; D. E  Y4 W) JDESCRIPTION

AMENDED - April 26, 2011
8 I, ?1 ]; q# S% l+ tATCO I-Tek is currently recruiting qualified permanent part-time
(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.
6 o0 [8 t( c. r( f' ~1 ?! s; Y/ YShift Differential: additional $0.80 per hour for hours worked on
' X* d/ V$ a& q( ySaturday, 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
9 R% K: s3 @) [4 k) icomplaints received by telephone. This role is responsible for
$ r! \! f9 T* V8 q: s2 jdelivering
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
Centre employees must be available to work all hours of the Call Centre
for
$ f4 O9 K  V7 ~* o: `" Q# Ascheduling purposes. Work schedule will fluctuate.


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This position is administered under the Canadian Energy Workers
, X0 u9 B5 V+ \Association
Collective Agreement, Job Posting provisions.
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6 ~6 M7 \& h+ O7 \% F* iRESPONSIBILITIES
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2 O8 z9 Z- k. ^9 w- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
) j7 A  h2 `+ [- @4 y; z; xinquires.
: q- s; U7 }  {/ ]# V- Solve a wide range of customer issues in a dynamic, high volume
and
1 H, X( p2 m( H; K* s4 bfast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
' O1 m% }2 E, u% j# n& |$ k- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
' ^4 T1 ~9 K; f1 Q9 C7 A  {# bwhile
) b- S/ H5 C, r7 L5 ?4 u: nusing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
5 ~5 q4 R9 A, b' `2 @: o- Investigate, analyze and respond to inquiries concerning billed
, H% `1 I, f. J" [amounts, account status and receipt of payments.
* P' ?: I% r! S5 S$ Z; F+ a; r& K- Process customer account information in a measured real time
/ R1 K1 W5 |3 ~3 r. {  B% e7 lenvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
. ]  c5 x* @) D1 H- Respond to emergency customer service calls in potentially
* k( M2 X7 J9 H, y+ w; Glife-threatening situations.
- Work with minimum supervision.
8 T8 m, N9 s8 R  N- Understand and abide by governing legislation, codes and
compliance
plan.
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QUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
! ]% o! p1 G" \% l) X' s! rprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
# W6 ~9 k9 u8 t2 F2 D# b5 N- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
5 D" Z; O! o  Z7 d# g( U' F- Proficient keyboarding skills.
2 b# p6 N; `0 C$ t/ w4 p% a& [- Call Centre experience desirable.
8 s) Q2 ]3 L: I2 h- Demonstrated reliability and ability to work rotating shifts.
  z- n7 V4 J% E% g8 x( z- Effective professional written and English verbal communication
5 I  V. Z4 G, B' n! H8 E1 yskills.
- Flexibility to perform in a dynamic work environment.
5 s9 p( _* w. U: K3 G" K% A0 T& O- 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
  s/ o3 b5 s3 d- M. w3 B! Econfidential information.
# M9 D6 f$ B9 O" \- Clear Criminal Record Check.
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& s- C* ?% a' c8 W$ k0 ~Good luck,

2 ]- C" _5 W3 s. I% \& y  rKaruna Bhavsar

" Y4 S; m2 T2 H. \+ ~8 EWelcome Centre
2 O/ z% }' W3 @! `# WSupporting Aspirations Connecting Dots
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/ H* J+ H, C9 X. R8 T#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
6 ]5 i/ W+ a+ ?1 q& `Phone # 780-462-6924
! f( n8 G( H, Y4 tFax # 780-466-6594

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