Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
$ s: k% g0 i6 M1 C" [assistance to apply for, let us know and we will arrange for an
! j0 m* o& s. ?# T, j( v3 y3 z, Q; }appointment with one of the counselor.
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3 S+ D' d0 y+ F& |2 {- jLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
3 p# `7 p/ }9 {8 G# rJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
" I6 p+ s) }9 r) KClosing Date:5/31/2011 4:30:00 PM
9 K+ y8 ]6 R# c: k% m2 U& @Job Location: Edmonton
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DESCRIPTION

0 T- `7 Q& W" C* ]AMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
! W* E9 I- H# z+ w7 s' Y(16-30) hours per week, Call Centre Representatives to work in the
9 @* y" d  P, f! [) k( BCall Centre located downtown Edmonton . The pay range is from $14.83 -
+ [+ e' q8 d9 F3 Y$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
$ v% Y' r$ ]) A$ h- U9 G: RSaturday, and $0.96 per hour for hours worked after 5:00 pm.


1 u, n1 r, M% x1 AThe 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
delivering
6 l4 n) g9 o/ |( [4 Iexcellent customer services by focusing on first call resolution.

9 C9 I# M- V9 r6 [

; Z5 n6 K/ |3 L& SThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
* [& }& C2 c1 g4 g+ S8:00 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.
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This position is administered under the Canadian Energy Workers
1 k3 e' H' z9 P" ^* Y& k& W( c# gAssociation
1 O0 _1 z! Z0 V9 b* ZCollective Agreement, Job Posting provisions.

RESPONSIBILITIES
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- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
7 s+ I2 I9 u, ]& t2 M2 w( Waccount/service
inquires.
3 k  S8 E1 y! t6 t4 H2 A- Solve a wide range of customer issues in a dynamic, high volume
and
5 t& L( f2 G; rfast-paced environment using initiative, creativity and
decision-making
4 h! _7 f' E( @! m# w7 qskills.
- Up sell, Cross sell and retain customers is mandatory.
" E1 H6 p. U0 U1 _- Provide information to customers relating to energy management.
+ J7 u& p. Q; S' Y9 s8 E) j$ l- Calculate customer bills by performing complex rate calculations
8 Y" x# l/ S' T$ kwhile
: H3 R5 Y& A# }* e/ Lusing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
, X" L4 }- M5 `7 y& e8 o- Investigate, analyze and respond to inquiries concerning billed
6 g* g# }) R* u6 F8 b' l: y4 v, M4 Iamounts, account status and receipt of payments.
! w& U( u1 v. a; L' e- Process customer account information in a measured real time
environment.
1 b' U5 v, ]" g. k' V" T/ {5 k- Provide caring customer service to all customers.
3 m) r% c9 M3 Z4 @/ u& `4 P- Defuse potentially unproductive interactions with irate
) _$ D: L) e- O+ g- gcustomers.
0 Q" W  N$ B& g" `! l- Respond to emergency customer service calls in potentially
7 i1 o/ Q/ g# g7 m8 r) s& Zlife-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
, a/ L. `9 }6 {9 E1 O9 X7 y  [$ dplan.
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QUALIFICATIONS
1 |* G4 d! i) ~5 B, t
- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
) G+ f6 o6 E0 [+ c8 F- y- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
$ x/ U, O; H' o  eworking knowledge of Windows XP.
- Proficient keyboarding skills.
3 V( y: L- u; g' g- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
( J2 z5 }7 A! ?( \0 _% N6 w- 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!
8 _5 v! o5 D2 t0 q: _: X4 y- 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.
- Clear Criminal Record Check.
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Good luck,

Karuna Bhavsar
5 D& \* S  M  L* g+ k: T; ]
, j7 e2 a$ k" ^8 O- z  q3 SWelcome Centre
8 h3 D+ ^" Q' @" a! qSupporting Aspirations Connecting Dots
1 l0 u: H% k" p1 F1 a
( p( H3 ^8 Z, s$ n# `#335,TowerII
Millbourn Market Mall
: B' i" N5 ]( \) m! F$ k7609-Millwoods Road
* d/ E9 B% ?8 W1 r8 G! Z( G2 T+ s3 XEdmonton,AB T6K 3L6
9 w" u- ^: k( u' iPhone # 780-462-6924
Fax # 780-466-6594

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