Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
assistance to apply for, let us know and we will arrange for an
& B+ R4 X, y1 j% q3 U: Jappointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
- e% _1 s, s8 M: ^! q1 A* mCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
. P& G  S' ^! z( N! {7 |- u: BPosting Date: 4/7/20112:13:00 PM
/ s) y2 r6 J$ O: r5 L3 o! VClosing Date:5/31/2011 4:30:00 PM
8 }& l; _8 W0 [5 N# ?7 Z" p9 VJob Location: Edmonton

DESCRIPTION
* y3 U" d0 E) X
% J  l8 }# Z1 z3 ]% G: y3 MAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
* \8 F! s3 N' H" a4 F) H) J0 i(16-30) hours per week, Call Centre Representatives to work in the
5 Z4 e2 |, i/ F  KCall 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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7 U0 e" b4 M8 d; Y# R; |The Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
9 N+ ]9 f8 Q: x8 ]* }3 xcomplaints 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
" W) v# \# ^1 d" V( r" Z+ E0 E  {Saturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
0 C& z: u' L' g/ T' @Centre employees must be available to work all hours of the Call Centre
$ {! I3 \6 @: P+ T! A$ n4 Sfor
: C7 V1 t% S5 A& Z' n7 Fscheduling purposes. Work schedule will fluctuate.



This position is administered under the Canadian Energy Workers
Association
6 [- ]/ S: `/ E; a2 k* QCollective Agreement, Job Posting provisions.

RESPONSIBILITIES

; @$ J6 q2 [) R; q- D- Responsibilities included but are not limited to:
& T( V! o9 u  }' N7 W& [* J3 a' c- Respond to customer residential, commercial and rural
account/service
) i& |, \) I* R1 e8 Minquires.
* w9 `: x& y3 R& Z% p- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
/ z& V9 x: Y$ E, r+ |" W3 a" K  G- Calculate customer bills by performing complex rate calculations
& E. z! V+ o. {/ A0 Jwhile
1 R8 ^9 ?. y5 S1 T1 ?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.
+ b, X" |: a; \1 N: o9 D( ], D: F- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
' w+ t" r2 G, X7 w  A* m$ ccompliance
+ R1 \, J% m- w& ]7 [& c- Gplan.
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" @( G. r: M+ c# A4 m8 Q; i, XQUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
" V1 a+ m; G; O6 {9 u- w# Wproof of education)
+ G" r; i+ R  y5 G9 ^- Successfully complete the Call Centre Simulation Assessment(s)
. X4 a# U# E' e7 g+ |' |- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
0 Y% R9 _* C# I4 n+ X- Call Centre experience desirable.
& G8 Q- _  X. k; B- 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
environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
$ C2 R, T5 F+ w+ w6 t- Ability to apply appropriate judgment in the management of
* H4 y7 L& P5 y" [0 v( ?confidential information.
  M7 Y+ _. t5 Y5 A+ ~7 T; u- Clear Criminal Record Check.

Good luck,
: d8 Q/ y) P5 p' A& ^
Karuna Bhavsar

( E; [3 E/ S. {: [$ u& V9 K' RWelcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
% ]: t* a1 Z3 ]; n$ FEdmonton,AB T6K 3L6
; e2 \3 g6 }0 P8 b* L+ D3 oPhone # 780-462-6924
0 \% L: i' Y7 M: ?8 EFax # 780-466-6594

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