Call centre representative-ATCO

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+ G- w3 S) n5 _3 a6 {2 p( xappointment with one of the counselor.

Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
4 W7 M) r* M# u3 x" ~8 X; N, BJob Category:Customer Service / Call Center
+ l' Q+ _( }# h1 m5 ZPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
% I& b& q& Z# g$ hJob Location: Edmonton

7 [3 ?* e* k% c4 {DESCRIPTION

AMENDED - April 26, 2011
9 a9 R5 q, M' u3 bATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
  U/ ^, u4 A. K1 g& HCall 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
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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$ N. p: P- o2 f/ R8 |- P; pThe Level II – Call Centre Representative assists customers by
) d. \6 a/ `" ^$ n2 j" fresponding to
5 ^. X8 Q/ Y; J6 Tresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
0 N$ [* p5 a# Bdelivering
& F6 o. C" k- `3 j9 _6 g9 ]9 [excellent customer services by focusing on first call resolution.
8 z7 N* H9 V' n& s' m; w
! I6 t, p4 Q9 x+ z
4 R. p0 n1 o+ m% y+ `" K2 f
The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
+ j. n5 h2 H3 y+ j* l0 Q7 z8:00 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
7 m$ p9 G/ U5 e6 M( ?) Vfor
scheduling purposes. Work schedule will fluctuate.

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+ ~4 p  l% S3 O
This position is administered under the Canadian Energy Workers
$ u! f( p3 d1 a/ R; gAssociation
2 A4 S& u. o" h- p7 H% ICollective Agreement, Job Posting provisions.
4 V, h" A7 E+ `( g
RESPONSIBILITIES

- Responsibilities included but are not limited to:
9 ?* c% B  s  b. Y8 d- Respond to customer residential, commercial and rural
, k6 n# c9 b: y& Iaccount/service
7 p( _/ k1 D# S, e2 n2 ?: Kinquires.
+ n6 j( Y8 t; ~( F5 y6 r3 g! p- Solve a wide range of customer issues in a dynamic, high volume
% U5 F1 d* k- L# A4 w) F6 F( l6 Mand
fast-paced environment using initiative, creativity and
decision-making
" ?$ [. B5 R1 u5 @. M, Nskills.
! O( \/ g5 L+ g4 ^5 h2 l- [- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
1 X1 l1 x' Z; d4 c- Calculate customer bills by performing complex rate calculations
8 z" \. i( r8 q* Xwhile
# c7 B, e' P8 E9 b- M7 a( xusing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
  |+ C- `  [: F* v7 ]5 w$ A- Investigate, analyze and respond to inquiries concerning billed
9 Q8 s& V2 q/ O3 Q6 G9 Mamounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
) C" ]; z8 f, \2 ^- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
' j9 |  H/ t8 c1 R& k, A- l4 I# qcustomers.
4 ^9 n* U$ u- {" g0 H, K6 i: d- Respond to emergency customer service calls in potentially
, M8 y% Z! Z( f+ }life-threatening situations.
& w6 |$ C$ k! J5 }* q1 H- Work with minimum supervision.
: ?& y% k  Y9 W( c$ C# ]- Understand and abide by governing legislation, codes and
, @! V$ m. ?% a) {: ?compliance
plan.

QUALIFICATIONS

* e0 `7 v0 k: p: I  H2 y- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
- o6 q& ^9 P0 q  D0 F- Successfully complete the Call Centre Simulation Assessment(s)
8 Q7 o6 z! j" c/ {  o; W- Proficient skills in PC office applications (i.e. MS Word) and a
& K5 z/ J) Z& u4 D' bworking knowledge of Windows XP.
- Proficient keyboarding skills.
( _: v& K5 a) `5 D, t- Call Centre experience desirable.
  T. {  Y; K) ~- 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
, w  q7 v6 C, J9 O  [environment!
( N% W4 B: [, P/ H4 _% W+ J  l- 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
: Y2 |. J4 @9 O. n+ A; m2 n& dconfidential information.
" _6 |, x" S8 l% }1 K6 k- Clear Criminal Record Check.

Good luck,

Karuna Bhavsar

Welcome Centre
* r: `) }7 w# _5 I3 gSupporting Aspirations Connecting Dots

+ F' [! a2 @; Q, F#335,TowerII
Millbourn Market Mall
; J# m8 u4 m# f8 N. H7609-Millwoods Road
Edmonton,AB T6K 3L6
5 k3 f! S! m3 W$ X7 c& L! A% d0 nPhone # 780-462-6924
: N* \7 A3 P, s3 L2 L' L8 M  bFax # 780-466-6594

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