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If you think it matches with your skills and experience and you need
7 N8 g# y- w7 ?7 p0 `2 q( \assistance to apply for, let us know and we will arrange for an' f1 G: _' m9 r
appointment with one of the counselor. ! _7 r+ n0 r% {: |% \0 G% C
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Level II - Call Centre Representatives (Permanent) : C4 a0 _; w7 ^ \5 ~
Competition Number: 65A11 16# A- g, ~. f, g8 O/ q, [5 w0 H
Job Category:Customer Service / Call Center
; K) a" C: u$ {Posting Date: 4/7/20112:13:00 PM
% i- y1 r9 b" E6 A; cClosing Date:5/31/2011 4:30:00 PM 6 \7 H6 S9 x# z* n T% E T
Job Location: Edmonton0 u3 k% I2 |9 e3 z0 w
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DESCRIPTION
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6 R9 d) D$ D, g! v9 d6 B3 O tAMENDED - April 26, 2011
3 ^" r7 z; n! G* j9 _ATCO I-Tek is currently recruiting qualified permanent part-time
7 w6 t0 ^, q$ A6 T, q(16-30) hours per week, Call Centre Representatives to work in the4 M& A3 V! ]+ ?' \4 \
Call Centre located downtown Edmonton . The pay range is from $14.83 -# E9 g) O1 d# N7 `9 R
$ 18.83 per hour.
7 Z% l/ z/ g8 oShift Differential: additional $0.80 per hour for hours worked on* Q7 O2 K' R+ s) C3 [/ k$ a
Saturday, and $0.96 per hour for hours worked after 5:00 pm.1 a, M3 V+ x, R- V7 y
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& H1 J' `! d/ o* o H3 p ?, pThe Level II – Call Centre Representative assists customers by
; x: O$ v& [ x# N1 Cresponding to
. C% b+ x4 c$ qresidential, commercial and rural account and/or service inquiries or a8 [6 Y' q) _. @" n- Y
complaints received by telephone. This role is responsible for
5 `& V0 S* |, s2 V% M U; b$ m9 m+ o( Odelivering
2 L- o7 ]! s1 B! W3 V3 @8 ]excellent customer services by focusing on first call resolution.& Z1 O, ] I' W7 I4 a9 o
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
# M+ M! R1 k$ N8 i9 l3 oSaturday3 x6 l% F. |2 d& }5 R6 N. E
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
5 Z% o5 H0 n8 {5 j% V: {Centre employees must be available to work all hours of the Call Centre# ~) N+ K# n9 T8 g4 a! l! L
for! ]6 c2 a# t. `! V0 u- I, D
scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers* v. g6 G4 x( }: ]" E; E
Association% A% @* P; T4 I( Q3 D
Collective Agreement, Job Posting provisions.
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RESPONSIBILITIES
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- Responsibilities included but are not limited to:
7 m, J0 G) d( z5 m- Respond to customer residential, commercial and rural2 ?1 }0 ]; m: c6 G8 b1 ?$ X. z
account/service
4 b3 B2 \" f. t2 |inquires.: o' t( E$ Q# b3 {
- Solve a wide range of customer issues in a dynamic, high volume, N0 V7 B. v$ }+ v, J4 L4 U
and, e: u6 R: b: G6 ~. b3 U- }
fast-paced environment using initiative, creativity and' g, W) q0 b. _0 F5 m% Z4 \# o, C
decision-making
2 u J4 E# _: l( Q; P5 y- S* Pskills.
/ Z- G' J* T0 U/ Z- H& W' V. T! v m- Up sell, Cross sell and retain customers is mandatory.3 _4 s {: K( d- K' R/ K. N9 w
- Provide information to customers relating to energy management.9 E2 C" c2 e8 c5 f
- Calculate customer bills by performing complex rate calculations
$ K# T" u* `, E1 X9 ?while/ s0 J$ m. [* S2 h9 U, T+ o# c
using a thorough knowledge of various rate structures.
# y( p; K1 r! G( }6 h. Y- Explain customer bills to a diverse audience.
# L Z V& ]4 o- Investigate, analyze and respond to inquiries concerning billed( {# h; D- Y5 Z/ z5 o
amounts, account status and receipt of payments.3 ]0 R) u* z9 E+ M+ Z* f
- Process customer account information in a measured real time5 s, B, G# {6 ^( g2 W) a- a
environment.
& E, L/ G* u( V8 y) C' A- Provide caring customer service to all customers.4 R: e! s7 i* {: f- d" Z9 d8 C
- Defuse potentially unproductive interactions with irate
( S* H! Y( H& `. s: tcustomers.
1 f7 q+ @0 F, k- Respond to emergency customer service calls in potentially
+ ~5 s9 v+ l* T# jlife-threatening situations.) R- c8 V; m/ X
- Work with minimum supervision.
$ b+ H6 u0 G( V9 K- Understand and abide by governing legislation, codes and
" ?! n( m+ u; h& ^ O* Ocompliance. B9 K$ V' L$ y6 w
plan.' @& `. D2 @- k1 `
* T1 H5 k* J) M6 K1 RQUALIFICATIONS
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7 ]0 Z( `; V* p v' c: k- Grade 12 Diploma or equivalent (applicants will be required to9 w. y/ U1 Q( D; O& [: ^& t
provide
% H A" F+ g5 N; n( rproof of education). c% v9 D; \" C2 h: r
- Successfully complete the Call Centre Simulation Assessment(s)
- j1 ^; a& Q& N7 q- Proficient skills in PC office applications (i.e. MS Word) and a7 T: x: ^- k) H" R
working knowledge of Windows XP.& Y8 g* ] H- P
- Proficient keyboarding skills.( T: D7 t( j) V* ?
- Call Centre experience desirable.
, ^- o% t4 w1 N4 p- W ~' F4 i- Demonstrated reliability and ability to work rotating shifts.
8 p6 S/ e, u5 M3 F- Effective professional written and English verbal communication
0 W8 T7 p. c" S6 gskills.6 Z3 ?7 \" v/ Z( \+ C' I: F
- Flexibility to perform in a dynamic work environment.( H. r8 F$ [& k+ a! e; L7 x
- Positive interpersonal skills to thrive in team orientated
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r1 Z" z( W8 J. A- |; B, T- Accurate and attentive to detail. Strong mathematical aptitude.% F# Y0 C: [% c5 d" L% F* b9 W5 Y
- Demonstrated ability to work as a contributing team member.8 i2 d7 f9 l: p9 G/ W
- Ability to apply appropriate judgment in the management of
5 a: n9 G- z$ f$ l1 u2 z( O8 ]confidential information.
9 ?1 s# p/ y d/ \7 z- Clear Criminal Record Check.
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! l. o$ Q$ R+ L. ~1 AGood luck,
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; [0 S! V9 Z$ n& tKaruna Bhavsar) d% z: G7 u/ ~9 \! P" v& ^
5 z1 G. S4 w* g {& zWelcome Centre 3 `2 N0 j/ T! ]; V& {
Supporting Aspirations Connecting Dots( ^8 h; ~0 `, _- A4 v! W
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#335,TowerII
% J* a3 A: j ]8 eMillbourn Market Mall
0 I# G& \4 P5 D* {7609-Millwoods Road
' r: g" K2 i: o9 |. |Edmonton,AB T6K 3L6
6 k) \2 }5 {# I5 UPhone # 780-462-69245 T, W5 G; L3 A$ }
Fax # 780-466-6594 |
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