Call centre representative-ATCO

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; D! T: W0 V3 B8 H) ^appointment with one of the counselor.

! L; v8 U  R: L( k2 {' m( rLevel II - Call Centre Representatives (Permanent)
4 S% m+ @# X0 R  E/ y# N2 FCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
6 x6 F, J. {& KPosting Date: 4/7/20112:13:00 PM
# E5 i8 a- l0 b$ @Closing Date:5/31/2011 4:30:00 PM
( ?$ n, [0 P$ D: \- MJob Location: Edmonton
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# y. X6 h8 X7 L' G- ?) KDESCRIPTION

AMENDED - April 26, 2011
ATCO 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 $14.83 -
  z/ j9 ?, a5 I" C1 B' e4 N$ 18.83 per hour.
; p" F5 x( j1 d& [$ sShift 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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" X( ~9 q' C5 K0 P# I
; _9 y6 X7 T* x- w7 c( U- d& ^" s7 V- yThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
! V) V; p& W7 @delivering
( i) I+ d" S. U" `excellent customer services by focusing on first call resolution.
4 D6 l! G! t6 r. r6 T' y3 o7 @1 F

% E# T, ~9 O1 A& ]3 v
4 M# p' E+ }. A2 UThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
# n" R+ R( H6 x" Q* e/ ]& j! WSaturday
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
3 _9 g9 h4 ?  Y% F5 ?1 V, X- Yscheduling purposes. Work schedule will fluctuate.


- `: @5 X1 _9 e) P; }0 V
$ f8 Y) Y5 J$ kThis position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES
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- Responsibilities included but are not limited to:
7 n  A3 u; ?; ~, V7 f- Respond to customer residential, commercial and rural
account/service
' n1 D1 j9 w# F/ a; p2 Rinquires.
8 Q2 H+ k# y* e( y. n& ?8 l- Solve a wide range of customer issues in a dynamic, high volume
, U2 A* c' C9 t& dand
fast-paced environment using initiative, creativity and
decision-making
2 h4 Y/ }. A# {+ B+ Askills.
, D+ l7 H7 k0 S# C: m- O; j- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
* f3 b2 r2 e) ^1 ]/ Y0 [5 ^* busing a thorough knowledge of various rate structures.
7 g# g( {% v7 f( m0 ^- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
- Process customer account information in a measured real time
3 Z: e6 z! ~, E0 aenvironment.
- Provide caring customer service to all customers.
9 e1 Y; S1 _+ P" Y7 i5 a* D3 ~- Defuse potentially unproductive interactions with irate
customers.
5 z) r1 |/ }  Y! m' s  t7 _4 b- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
: Z$ U, x8 `& c% p: A- Understand and abide by governing legislation, codes and
0 w- u1 Q% n7 I3 v3 l+ Z+ d2 dcompliance
plan.
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9 N" f- S& J: v/ j& D2 s/ iQUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
0 I" A- `$ d4 Xprovide
proof of education)
" c' ^$ w" _& S% b* U( }+ T- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
3 `2 W6 Q+ e& J, s, [9 Rworking knowledge of Windows XP.
: u( U: r; J! p% _" W; S! S- Proficient keyboarding skills.
: o  S5 j/ f0 c: R- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
% U8 N6 F; H# P2 Y7 `- B  N- Flexibility to perform in a dynamic work environment.
- 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.
2 ~3 n6 C7 D" X% f: S) B- Ability to apply appropriate judgment in the management of
' ~! G$ W" M5 j3 @4 B. M$ Tconfidential information.
  b5 ^  z% o: c1 w3 }- Clear Criminal Record Check.

* J/ f1 p( }/ M5 A: v% yGood luck,

Karuna Bhavsar

Welcome Centre
Supporting Aspirations Connecting Dots
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#335,TowerII
5 G' S. p( T" i. W& r3 nMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
/ G0 l) ^- i2 A7 pFax # 780-466-6594

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