Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
$ j* Y8 L* X, Sassistance to apply for, let us know and we will arrange for an
: U8 Q! F0 o" H& bappointment with one of the counselor.
: V  O0 u3 E* M- F! Y5 m
0 u" a* }- H5 R4 M% v. s: O4 [Level II - Call Centre Representatives (Permanent)
2 w1 `2 J, |% D$ V3 LCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton

3 g; t. x( a" ~5 C2 v7 I7 I7 zDESCRIPTION

: V2 D2 Q5 Q7 w  c+ u* [5 R) aAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
  t0 P* W0 p. ~5 w3 z( B8 C(16-30) hours per week, Call Centre Representatives to work in the
Call 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
3 u/ U) E' d; \+ ZSaturday, and $0.96 per hour for hours worked after 5:00 pm.
* \+ I/ h" g& G3 ~7 y! o7 u. ]' E

The Level II – Call Centre Representative assists customers by
responding to
% c1 _/ u2 J! Z4 {" C4 f* C  sresidential, commercial and rural account and/or service inquiries or
; b- e& ]/ P2 mcomplaints received by telephone. This role is responsible for
delivering
+ c# [" z! @1 l* Uexcellent customer services by focusing on first call resolution.



The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
' M  l8 `% D+ J: N" m2 FCentre employees must be available to work all hours of the Call Centre
) j* B: {; y5 x* e2 ?for
4 C% h: p/ _) |# x5 yscheduling purposes. Work schedule will fluctuate.
* I. B0 X& H' G3 w8 Q, P; |+ X


: L7 M5 ^7 ~3 @; N4 AThis position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES
2 E: ]6 T- Q4 S5 Z5 Q7 Q
) P2 @7 b! F1 S2 \- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
  c2 p3 D7 a3 W5 w, F0 Q- Solve a wide range of customer issues in a dynamic, high volume
and
5 X9 W7 ^$ v2 d7 pfast-paced environment using initiative, creativity and
decision-making
" m1 J" }6 |6 ^) q0 b  C7 Xskills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
% S% i$ |- q  }; i# Yusing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
7 Y) |8 b' A4 Wamounts, account status and receipt of payments.
- Process customer account information in a measured real time
4 o: ^' V0 R. p( [) Zenvironment.
, c& b4 f! J8 [* {, I' E1 }( t- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
4 u' e! V$ e6 ~. |, qcustomers.
+ E! c, P0 ~7 Y- Respond to emergency customer service calls in potentially
5 k$ z+ h5 P* c. Clife-threatening situations.
4 I, t6 y- f, ^( f. r- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
plan.
& o% z' ^; w! A" P3 ?$ O% X2 e
QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
; T# p  T6 z6 H% M1 e2 f( ^  C7 h! [provide
. ]' V; J" f. C- bproof of education)
# b. x1 m% [/ b; k# V* v- Successfully complete the Call Centre Simulation Assessment(s)
5 {# x7 i$ w3 p' ^6 j- Proficient skills in PC office applications (i.e. MS Word) and a
2 D2 c& }2 K: a% }% d* Oworking knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
+ p' j6 M- G2 a. A3 K) V) Z/ j; Z3 [, |- Demonstrated reliability and ability to work rotating shifts.
4 ~, F/ x2 F# J9 B/ w3 F4 s$ b+ }- Effective professional written and English verbal communication
( E- ~8 ^3 H' K4 ?% \6 lskills.
- Flexibility to perform in a dynamic work environment.
/ c2 K; ]) |1 T5 c& [' i/ b$ r, `  L- Positive interpersonal skills to thrive in team orientated
; K- g0 D3 K' L0 r* z0 f, Benvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
* t4 x2 h( u( I- o- Demonstrated ability to work as a contributing team member.
' ]0 Q. G9 x5 Y& _- J1 N- Ability to apply appropriate judgment in the management of
confidential information.
- Clear Criminal Record Check.

- x( \1 G8 {2 i! Y6 g& e2 X* }Good luck,

; w2 \: v7 o% j' `, AKaruna Bhavsar

Welcome Centre
% _# l, O( M# d% }9 N. ^Supporting Aspirations Connecting Dots
# U$ a9 s4 ]/ t, g7 M
+ o- Z5 d5 j1 P4 F# d#335,TowerII
. y( G! r/ u  Y+ oMillbourn Market Mall
7609-Millwoods Road
9 w/ G% k+ e5 Z# K/ _* g  WEdmonton,AB T6K 3L6
0 o  Y, O! B7 x+ v; Z) FPhone # 780-462-6924
1 p+ U, b1 p/ x3 oFax # 780-466-6594

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