Call centre representative-ATCO

又见炊烟

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; u+ \9 P3 r: Y  p- @+ happointment with one of the counselor.
" Q8 i, t6 E; f2 u
7 n. B8 u; W. m+ i6 ILevel II - Call Centre Representatives (Permanent)
1 {5 r! ?  N; tCompetition Number: 65A11 16
3 L# W2 d- R2 f2 ?8 @% k  ^Job Category:Customer Service / Call Center
4 ~' v' f  b' A. D" fPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

DESCRIPTION
- b% E/ [8 @3 {$ X+ Z8 l
; `" h; y1 A9 A: x: L3 b+ N5 G4 z( ]0 r! yAMENDED - April 26, 2011
7 A+ c( ~, j. A3 tATCO I-Tek is currently recruiting qualified permanent part-time
3 V6 V( \1 [" C2 b# k8 y(16-30) hours per week, Call Centre Representatives to work in the
5 A0 z, e" b/ qCall 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
: W- s5 K" w! Q6 I+ t  J* v% ySaturday, and $0.96 per hour for hours worked after 5:00 pm.
$ @- o# W8 g  ^6 y$ D" S1 E
3 L( s. x. `( E$ f7 l% D3 i; x
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
delivering
excellent customer services by focusing on first call resolution.

! T# G, h' {& u2 D2 N4 W
5 k; ?1 c: f0 S3 T' x/ Q5 U0 D# r
9 N$ N+ _% p5 [8 LThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
1 f7 n3 K) Z- ]0 C5 G8:00 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
2 @0 _- _! Z8 E6 Lscheduling purposes. Work schedule will fluctuate.
+ c" h/ ]" @. Q+ e* z0 z3 ~


This position is administered under the Canadian Energy Workers
Association
8 @  J, A% a+ Y# w4 YCollective Agreement, Job Posting provisions.
8 G* O+ }; B& n8 y/ \* X
RESPONSIBILITIES
+ v- q# L* D. G, @; Z& {2 H# x: q1 B
5 n: z5 k( I. h- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
3 Z6 [( p8 w# q+ `; g* Vaccount/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
! }, z3 `4 X1 w! Tand
% Z( P( N6 l5 c% e7 c' Afast-paced environment using initiative, creativity and
decision-making
6 o. Q4 W" h" J. B! w$ _$ J: O, Pskills.
; ?: f5 E3 G6 E- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
$ ^! G# _2 I4 l/ F7 w( H- Calculate customer bills by performing complex rate calculations
+ Y/ C$ J' e* b+ fwhile
0 R  ~& [. d3 ]- vusing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
# Q; Y8 Y) M/ i: q7 I- l: r- Investigate, analyze and respond to inquiries concerning billed
7 i. q' ^. ?+ I1 `) pamounts, account status and receipt of payments.
2 n4 P0 [6 e% p3 D8 D. w/ s- Process customer account information in a measured real time
# A5 a3 ^: `0 A7 Senvironment.
' H6 @6 U5 ~) X- Provide caring customer service to all customers.
  {! \" {# {# l: n9 @, G- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
  ?, z0 a3 f, ]  Y1 ylife-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
plan.

QUALIFICATIONS
. A. P: O% X% d; U; k
- Grade 12 Diploma or equivalent (applicants will be required to
" j0 p4 V' D! ?0 Q' h! Iprovide
# R7 S  T3 d/ |' O: x4 y/ uproof of education)
6 [6 D2 A3 @/ x9 k" \' {/ J- Successfully complete the Call Centre Simulation Assessment(s)
8 u# l4 g) U* X4 [9 O$ [) P  [- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
: J! s; W# p! t, C  _- Proficient keyboarding skills.
- Call Centre experience desirable.
" C8 b. \8 |$ `" e# J; r1 p- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
. K& p$ a5 B1 ?- X/ U+ K- Positive interpersonal skills to thrive in team orientated
environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
4 N8 d1 V) [& v+ T6 A# L% G- Demonstrated ability to work as a contributing team member.
5 Z' y% E) m$ M1 `3 b- Ability to apply appropriate judgment in the management of
" S  c+ W1 z  W: B  cconfidential information.
) \: e; b3 I6 O4 M' H. ^: I- Clear Criminal Record Check.
: \) H4 X0 Q" `+ H
$ {+ T7 l  O  f# a4 K' iGood luck,
7 d9 M3 q; u# t% ~* [6 z( |: b
  l+ \) ~5 p( ]6 m  S( s$ aKaruna Bhavsar
+ s! ?: I7 B% D( T5 w
  E9 P9 q& j0 ^0 C& B( n  W; lWelcome Centre
; |, v) l% P! C. H4 @% F) O8 zSupporting Aspirations Connecting Dots

#335,TowerII
4 O! k1 Z4 V2 F3 m1 ]+ u  MMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
/ h. |8 ^% T7 h2 S$ sPhone # 780-462-6924
& Y8 E8 W* l1 E+ A" ?. R7 RFax # 780-466-6594

flyingpig

这倒是个练习口语的好机会

熊猫真真