Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
6 \% x) X# O" T! kassistance to apply for, let us know and we will arrange for an
" q& u% u' p( K9 F6 \8 ~appointment with one of the counselor.
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; F" ]8 k& X( T! aLevel II - Call Centre Representatives (Permanent)
& h9 x! S- E$ I, UCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
' Q# `* ?" d9 ^" B& JPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
6 H* ~8 }# e  {: b* fJob 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
% \. I' x( p% |# q7 M' a9 @Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
! U7 C: h; j# p/ ~; x" K) fShift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
3 {4 q$ h* ~8 b. m- Wdelivering
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
. J( w8 }1 g. HSaturday
/ n3 l  i/ e7 w8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
4 o6 G. ?& u  f2 @1 N9 K' e: K: j3 NCentre employees must be available to work all hours of the Call Centre
for
4 S6 l7 E$ m7 ^' uscheduling purposes. Work schedule will fluctuate.
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& v- s0 @' r& T  d$ ^9 H! o+ NThis position is administered under the Canadian Energy Workers
7 g: S/ P) `6 E, y1 G4 ^Association
Collective Agreement, Job Posting provisions.

4 t# Z; K# Z2 [/ j# q$ WRESPONSIBILITIES

/ H1 x; u1 ~& {0 w9 Z) c- Responsibilities included but are not limited to:
8 k, J( m1 I  E0 [6 k& U6 s  S; r- Respond to customer residential, commercial and rural
account/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
4 q0 D% T! g  b0 A0 L" V; ufast-paced environment using initiative, creativity and
decision-making
" y4 t0 {1 M) t" l0 {4 Zskills.
. ]( a7 ~1 ?% P: j- h+ A- Up sell, Cross sell and retain customers is mandatory.
9 e/ g. l+ H7 z- p- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
5 k  A4 E- b# E, l* i$ S; X6 q1 N: \8 Jwhile
; W( ^" ?2 W0 M' h3 [using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
8 u9 X; Y4 n8 \  }amounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
; r/ {1 M( a! B8 @" C7 d- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
3 {& [6 g+ U' R8 n# R; K. M; ycustomers.
* t1 i$ q) A& h- Respond to emergency customer service calls in potentially
& E6 L. ]. l( i2 Slife-threatening situations.
6 @3 O! C* ?9 D& @( r- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
( a1 r4 \$ E7 Ycompliance
plan.

QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
# S) E, }* b  ?9 L5 \$ W- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
; W1 v2 @/ _! |working knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
0 _, P# D* K3 L! _2 O" n0 i- Demonstrated reliability and ability to work rotating shifts.
, Z2 K0 {' k2 s0 C) x- 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!
- 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
confidential information.
  U5 z/ ]4 [- `9 }/ S0 Y2 \. j+ R- Clear Criminal Record Check.

Good luck,

Karuna Bhavsar

Welcome Centre
# F- Q( n5 Z& p9 USupporting Aspirations Connecting Dots

% v' ]& S% L- B: n. m#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
( C2 B( N. r6 \' {- cFax # 780-466-6594

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