Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
% d2 W. ~3 ~- y0 L" fassistance to apply for, let us know and we will arrange for an
appointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
7 j2 V$ W! M* O8 {Competition Number: 65A11 16
% A% J2 I5 z2 S5 C# v3 `- X  O* NJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
' h: n, M2 P) Y" k2 [  V# b1 WClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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DESCRIPTION
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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.
* N7 `: @2 u2 P. C  o4 ]Shift Differential: additional $0.80 per hour for hours worked on
6 c/ H+ R0 U0 o9 o0 J: C6 ESaturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
2 n/ x0 n% ]2 `2 x- B! Ecomplaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
4 [7 s/ d4 `0 c' r, O# h+ A8:00 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
scheduling purposes. Work schedule will fluctuate.



* p; x' x2 E, ]$ o  T. k8 I! E& OThis position is administered under the Canadian Energy Workers
4 ]& w4 g1 I1 n+ z* K' }( r4 QAssociation
Collective Agreement, Job Posting provisions.

3 {+ P6 D% P( TRESPONSIBILITIES
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( p, S4 l/ @4 g/ q- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
* ^7 j2 {  w- i  e/ [inquires.
' @9 c0 }. Q+ T- Solve a wide range of customer issues in a dynamic, high volume
: h- O  o1 a0 F+ gand
7 K$ v8 [( R  R/ dfast-paced environment using initiative, creativity and
5 }0 B+ r5 P& v% ^9 w" P: }+ ]! Jdecision-making
skills.
- 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
2 k: M: Y* u0 h4 O6 B! @! b8 v2 c1 }while
using a thorough knowledge of various rate structures.
- 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
environment.
- Provide caring customer service to all customers.
/ [7 y0 C; p2 V# B5 ]; a- Defuse potentially unproductive interactions with irate
customers.
( T4 O! r9 y4 l0 G- Respond to emergency customer service calls in potentially
& j+ b6 m$ C0 O: q9 O7 ]. wlife-threatening situations.
- Work with minimum supervision.
* X" E7 K! T4 a: Y' \: t# b- Understand and abide by governing legislation, codes and
& Q. K% |5 [! j, k7 w* P' S& Ycompliance
0 ]( W: _3 ?# q' B' lplan.
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QUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
, u, Q7 M- U# w9 Z& x6 J8 Zprovide
2 p/ Z3 G; X1 c  Mproof of education)
. i/ B0 x& o' x, ^2 V: P" H- Successfully complete the Call Centre Simulation Assessment(s)
* r* R/ J/ I) d; Q; {- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
. e: \* n; h/ C# W" U- b8 T- Call Centre experience desirable.
- j/ I& r( T  R, H. S+ n0 \- Demonstrated reliability and ability to work rotating shifts.
# J" ?$ C6 ?" |- Effective professional written and English verbal communication
skills.
- @6 W8 u) j# V4 N- Flexibility to perform in a dynamic work environment.
) S* `" V4 M: G: p- Positive interpersonal skills to thrive in team orientated
, [' f# X! ]! j  J# l0 Wenvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
  P6 r/ [$ k5 i; y, P1 r- Ability to apply appropriate judgment in the management of
( ]+ a4 h$ M: Q3 N: H2 x( S; x6 yconfidential information.
, L7 N0 M& k8 `. \" c/ e8 ?. [* G6 o- Clear Criminal Record Check.

* n) M2 G) {: \; R4 s) K% LGood luck,

Karuna Bhavsar

( C6 p- G1 s. u, }Welcome Centre
9 X% W, K9 X# u' ^Supporting Aspirations Connecting Dots
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#335,TowerII
Millbourn Market Mall
2 v$ d7 g8 W0 Z2 U5 [7609-Millwoods Road
Edmonton,AB T6K 3L6
( I* ]" e9 S" R% G" \. W- Y: gPhone # 780-462-6924
Fax # 780-466-6594

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