Call centre representative-ATCO

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5 N, A7 N- Q  aassistance to apply for, let us know and we will arrange for an
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2 [! d( Y) }" \4 A2 k7 lLevel II - Call Centre Representatives (Permanent)
% h' ?. G# C, W0 L' lCompetition Number: 65A11 16
3 z# J% e7 S/ V$ nJob Category:Customer Service / Call Center
: o9 D5 v# {' u1 I2 M$ ?- ]# z4 t! KPosting Date: 4/7/20112:13:00 PM
; n  p  W( O- ?7 B* {+ IClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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DESCRIPTION

AMENDED - April 26, 2011
' a3 y" B( s/ m% ]! S5 `2 x. S9 l1 _" vATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
$ P# R8 W5 s) p3 K4 j9 QCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
4 ]3 v( N: Z+ S7 U3 |0 LShift Differential: additional $0.80 per hour for hours worked on
& q9 D% r/ t/ E1 J2 \  {# r% ASaturday, and $0.96 per hour for hours worked after 5:00 pm.
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  V- x2 |) O+ K8 ]) A7 z4 wThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
/ B7 C0 T. |: d" O2 G! V  D% u8 ~complaints received by telephone. This role is responsible for
delivering
8 u6 Z7 a  p" Q6 e" s; o* q. ~excellent customer services by focusing on first call resolution.
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7 l* m0 x2 W/ [$ ]9 r# D
! s7 _; |7 s, D6 c, F$ v; y
- a/ g- s" r2 u8 p% R. e) BThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
: Z3 x# a( u9 D5 zSaturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
4 X! }7 @% J# q4 V) W  |4 xCentre employees must be available to work all hours of the Call Centre
4 }" L( P- ]1 @% r2 J0 @7 \7 P1 Sfor
scheduling purposes. Work schedule will fluctuate.


  Y$ x6 a  x; k6 b/ h3 B1 K
0 C. s& Z: n& _; EThis position is administered under the Canadian Energy Workers
Association
" V8 r8 i* b3 FCollective Agreement, Job Posting provisions.

( I4 m$ z! C* D. R# Q+ IRESPONSIBILITIES
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- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
7 Q! J4 A$ y4 s" W% `account/service
1 x; K8 C/ h: g3 O: [3 \: ]inquires.
/ ]( L" `! P( _+ ^- Solve a wide range of customer issues in a dynamic, high volume
; H& w; P  G4 J; zand
fast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
/ ^% D9 d9 c: X/ L4 w. y% {2 N- Provide information to customers relating to energy management.
+ n4 D$ k% Z( Q- g* y1 o- Calculate customer bills by performing complex rate calculations
& l. Y- b, k7 k1 jwhile
using a thorough knowledge of various rate structures.
# ?, a6 `% [/ w4 j8 {4 c- Explain customer bills to a diverse audience.
! I& _1 t" k: J! |) U- I- Investigate, analyze and respond to inquiries concerning billed
1 k* C7 r& w; Gamounts, account status and receipt of payments.
4 K2 u1 P  m  A! u$ y# ], }- Process customer account information in a measured real time
7 A2 M- i. A' menvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
9 x- p8 W' ^  o! G( h. P7 M/ K$ O- Work with minimum supervision.
- z+ I4 R9 c- [9 D& `+ t: a8 ?- Understand and abide by governing legislation, codes and
compliance
plan.

QUALIFICATIONS
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9 |2 g5 B% j3 K* a4 ^7 d$ C# D) C* n- Grade 12 Diploma or equivalent (applicants will be required to
; g/ d; Y: ^5 S' ]: p& Xprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
4 o- H0 j2 z& z# g# S3 E7 v: k- Proficient skills in PC office applications (i.e. MS Word) and a
! {+ C' w5 C# p8 Y7 Eworking knowledge of Windows XP.
- Proficient keyboarding skills.
1 I/ n2 y5 N6 p( z0 h- Call Centre experience desirable.
: L1 X# ]# P- _7 E. m- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
1 X* T9 l9 ?: o" F# vskills.
. S2 N$ ~& H& E1 C- Flexibility to perform in a dynamic work environment.
/ T% |& p" [" G# c  I- Positive interpersonal skills to thrive in team orientated
9 t# b. S! u# F6 M# t0 B5 jenvironment!
* R' h  j# b1 G: g0 D- Accurate and attentive to detail. Strong mathematical aptitude.
! |: P7 x! `6 c! T0 |- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
. V5 T; D" _3 Z; ?# G9 f& i: N( b) econfidential information.
; z! g% }, F6 r5 g3 z- Clear Criminal Record Check.
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Good luck,

Karuna Bhavsar

Welcome Centre
* B' q' H& ~6 v$ |4 J, [+ n2 vSupporting Aspirations Connecting Dots

#335,TowerII
1 s- U1 ?! ~4 h( w- a3 ~7 vMillbourn Market Mall
* e2 H- C3 [& k& Z  O! ^7609-Millwoods Road
Edmonton,AB T6K 3L6
7 q4 }1 ^1 {) E7 @/ I' L6 d4 CPhone # 780-462-6924
! x, L1 ~# H! Y; K9 e" }Fax # 780-466-6594

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