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If you think it matches with your skills and experience and you need
+ h1 D& l: Z+ w* }6 t0 e# q! H2 O3 aassistance to apply for, let us know and we will arrange for an" w. A7 L+ r6 b5 e0 V: |/ X
appointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
7 e0 {& H: B) ^Competition Number: 65A11 16
# K: {% b- U* |7 n, T! P9 zJob Category:Customer Service / Call Center % N+ L1 Y8 H9 C8 U; k& k, k
Posting Date: 4/7/20112:13:00 PM: c% N6 @: c# R; K% B1 Y8 {' d
Closing Date:5/31/2011 4:30:00 PM
/ |; d! d! y- |! hJob Location: Edmonton
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2 a. Q% z4 k( n' m8 ^* GDESCRIPTION
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AMENDED - April 26, 20116 z( D0 r e4 T9 l! [' w
ATCO I-Tek is currently recruiting qualified permanent part-time& x( U# Q8 ?6 u4 ~$ |4 S
(16-30) hours per week, Call Centre Representatives to work in the# o( v# A: M' Q4 Q5 b
Call Centre located downtown Edmonton . The pay range is from $14.83 -3 \6 T1 @1 u. B2 v W7 D% m
$ 18.83 per hour.
S! Y1 T, a. b3 u# oShift Differential: additional $0.80 per hour for hours worked on, d- a. \, q) o3 `$ b
Saturday, and $0.96 per hour for hours worked after 5:00 pm.! `. t5 R" Y& c$ l# c2 j+ [4 x- P
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4 @- ^2 P, n# f) x: mThe Level II – Call Centre Representative assists customers by
& Y$ I9 ]! r( i# e! m. e3 e2 y$ o0 S+ fresponding to
5 u2 |9 i) L5 H- W0 k& O+ presidential, commercial and rural account and/or service inquiries or
5 b0 P | B3 o* Wcomplaints received by telephone. This role is responsible for
& |" q; F) j! }$ Y7 J0 U; E$ w" \; Kdelivering
# F0 D. T% w' I- {2 F% S7 Mexcellent customer services by focusing on first call resolution.: x+ O* `9 y. R* G' A
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
; O7 U5 T8 ^3 q- D }+ f' @Saturday
2 c1 W7 U( o1 l) s$ @ |# k" |2 S$ S8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
3 i$ \4 {4 c0 z* O6 N/ p0 ^Centre employees must be available to work all hours of the Call Centre6 R8 g4 [3 ~( ?$ C) i
for
0 Z" [& e9 p4 t& L6 v! dscheduling purposes. Work schedule will fluctuate.
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: I- A3 x# W" t& k9 j" J: ?; KThis position is administered under the Canadian Energy Workers- a4 b2 N* }9 p
Association
9 j0 g# m7 @" M8 l, jCollective Agreement, Job Posting provisions.
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RESPONSIBILITIES/ }9 ?" r$ O' M9 S! E: Y1 K h' t
: ^, k8 f1 M3 Y: @4 y- L- Responsibilities included but are not limited to:
) X8 s! \: r7 r7 A' a) j+ n- Respond to customer residential, commercial and rural
/ t4 S8 [+ ^9 n$ K6 O8 [account/service
* J. H5 q+ P. R! B4 y( `) binquires.
+ k- P* Z5 A' U, m- Solve a wide range of customer issues in a dynamic, high volume
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fast-paced environment using initiative, creativity and
: g* a4 c/ V1 n$ |decision-making
8 G# `7 x1 k* W: o& I& ^! Xskills.
, Y# v6 A+ k. k: j7 F+ m- Up sell, Cross sell and retain customers is mandatory.
* Y- h0 T3 M! C- Provide information to customers relating to energy management.# z a3 }5 |& U: h/ Y
- Calculate customer bills by performing complex rate calculations% ?1 Z8 w: L1 G# m5 r( G) `
while
' ?- h; A( ?$ J3 Susing a thorough knowledge of various rate structures.
* Q) w. D1 `* F. o- S6 o- Explain customer bills to a diverse audience.1 D5 K# c3 ]& p7 \: k7 t! k! H2 C p
- Investigate, analyze and respond to inquiries concerning billed; k* h0 @- i. d) n! F
amounts, account status and receipt of payments.
8 P7 A& m) k# \; R- Process customer account information in a measured real time
# |, u9 P! `# ^+ J* }, Z/ j7 Q5 uenvironment.
9 \) f. `! }8 y6 @5 H- Provide caring customer service to all customers.
( g, w/ }% m0 J: @, X' N* S2 h0 Z* x- Defuse potentially unproductive interactions with irate0 P- z& N( [) s+ \% u* G
customers.
5 O. U8 J a3 y7 U* c& ]- Respond to emergency customer service calls in potentially8 P5 O; W4 o9 E
life-threatening situations.
2 {7 c% B- S( u [/ W( Q- Work with minimum supervision.5 Z/ g5 z' H+ \6 G3 ~9 g6 X
- Understand and abide by governing legislation, codes and1 }0 r; g% l: f) }1 P, ~
compliance2 d! y7 K. [( }
plan." G) l s6 W/ `! W7 ^4 E A# t0 @8 j
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QUALIFICATIONS" k* }9 \6 G8 r% {1 u
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- Grade 12 Diploma or equivalent (applicants will be required to
6 t9 G. L3 x F7 wprovide3 m2 g+ c$ o9 Y/ L/ E: p; E
proof of education)
+ e; U& y6 l* _0 h- X3 f- Successfully complete the Call Centre Simulation Assessment(s)8 _% q; Q C. ~9 h1 E: l9 N
- Proficient skills in PC office applications (i.e. MS Word) and a
4 ]* ^. x; g: M; ~, Wworking knowledge of Windows XP.
" C! w5 @' C' l( n- Proficient keyboarding skills.% m/ R% }7 r9 @$ k; V# G/ Q
- Call Centre experience desirable.
1 e% f6 b) w5 Q- Demonstrated reliability and ability to work rotating shifts.4 _$ N1 X! d/ A$ z( Q& S/ {+ {& _) y
- Effective professional written and English verbal communication |, m# g4 M7 o) a# I
skills.
# R7 S* N& O9 w& D- Flexibility to perform in a dynamic work environment.
5 ^- S% Y9 o0 s7 g5 s& ~; ]# ~& C- Positive interpersonal skills to thrive in team orientated. Z0 ^& ~3 \4 I, s4 v( I( y- F
environment!
+ h1 J# t. z2 d5 b5 l+ ^- w0 {- Accurate and attentive to detail. Strong mathematical aptitude.2 e$ \( u, D7 j" b! F: k
- Demonstrated ability to work as a contributing team member.7 H0 |7 l0 f n
- Ability to apply appropriate judgment in the management of
% Q7 {; q4 \: f: G/ z9 T. _" cconfidential information.
( \' p- ~' Q6 M: h, I/ L- Clear Criminal Record Check.0 z5 a/ Z3 b: v ]1 I- }
4 {0 k, A0 T: t9 RGood luck,4 o6 q5 b: f1 R/ F9 m4 J
1 P$ u7 p; b/ D, U' c+ @: {
Karuna Bhavsar3 ]9 K# t6 m" n( [5 W* ] T& m
P6 C u8 R4 m3 L) l0 FWelcome Centre 0 _+ X7 N' p2 N* X$ a$ w
Supporting Aspirations Connecting Dots, N, e; S, W2 D! }. q0 u. L9 v3 l
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#335,TowerII
( o2 ]+ a8 s" j! _Millbourn Market Mall
. m4 [# o1 R) Y5 \, H r7609-Millwoods Road+ h4 w+ I' L6 J3 l* F# {- h
Edmonton,AB T6K 3L6, I A+ @! Y- D ~/ I
Phone # 780-462-6924
. F8 q1 e8 G! X: X' z. I0 a" _& EFax # 780-466-6594 |
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