Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
+ b& I1 I! ^: j2 O" w9 O, wJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
3 u# q3 o' g: J7 G8 n0 @; L8 f, x6 kJob Location: Edmonton
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9 b) l5 |! ^0 ^; z, HDESCRIPTION

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 -
$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
0 A6 L8 b  f3 J# e1 G+ HSaturday, and $0.96 per hour for hours worked after 5:00 pm.
+ I" s0 F; A% u

! Y3 K  `7 c) p: n3 iThe Level II – Call Centre Representative assists customers by
3 A" v( c. z* ]* s4 D' u0 Xresponding to
# I' N: _) h/ l* m& Uresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
/ h" c2 a9 B7 o( vdelivering
excellent customer services by focusing on first call resolution.
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4 P7 P/ U  A  B  B5 P9 O7 [9 L* B

- B' g# H" @& f! g3 ~The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
' e! _! g! Z+ m# c' _4 G8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
" f- ^- A! J% K( ?0 I( V3 lCentre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.
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: ~7 H& W" j" d/ I- P2 O$ _

/ [) _- n7 K) t( S) IThis position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.
1 `% w: v5 O$ }% v% k( _+ a
! P5 {( Z! Z  z1 \4 y3 o% C8 J$ NRESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
' ?3 A6 ~! P  t! s9 M+ N7 }9 r  r- Solve a wide range of customer issues in a dynamic, high volume
$ Q) y) u8 i, ^5 r5 C) uand
4 M  ~( n6 L5 I9 L$ W' z  g1 V8 ufast-paced environment using initiative, creativity and
, E9 Y1 i& j; q2 R) hdecision-making
2 d: F8 X$ L: h' zskills.
0 n* u! S+ K) m) x& M- Up sell, Cross sell and retain customers is mandatory.
* H  i  M" D* `5 x2 C% N' j+ ?/ O- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
% b, B3 d$ x. fwhile
using a thorough knowledge of various rate structures.
2 c0 k& a" |+ D: `- ]- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
# L2 t% o% t- jamounts, account status and receipt of payments.
0 V1 p- D, L8 Y9 l- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
% a5 ?% v3 \1 q9 z1 r* M, H6 r" U- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
  e( {& t; a' Q$ B: B% f' y, Tcompliance
& D* z6 t. P# M4 m, J# bplan.
4 l9 ]' {3 E  s/ i- E1 Y
QUALIFICATIONS

% p; Y: o( T: s, x8 O# [' l" P- Grade 12 Diploma or equivalent (applicants will be required to
# X/ x$ V7 f+ y. n" tprovide
proof of education)
4 x  k1 Q/ `" Q; l  t+ |- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
0 ^, ]* @2 `% _1 K5 C: S+ D- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
5 Z/ }% Z2 A- 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
' r5 Z9 _, r1 _2 t6 X8 \: ?confidential information.
: g$ |! t% h3 ~* Z1 W- {$ X! L# m- Clear Criminal Record Check.

' t8 G: Q  Y. XGood luck,

# n- a. x8 A5 y- wKaruna Bhavsar
5 P1 V) i/ w, R
2 l8 w; E) \6 H: R$ w5 J0 uWelcome Centre
# V  F% V$ x" l$ a4 d2 PSupporting Aspirations Connecting Dots

#335,TowerII
$ ^4 _  W+ G! f8 c& u+ s2 j* jMillbourn Market Mall
7609-Millwoods Road
0 ^6 K. E; `4 j, B. J. |Edmonton,AB T6K 3L6
Phone # 780-462-6924
* T1 _6 Q3 n2 r% nFax # 780-466-6594

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