Call centre representative-ATCO

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3 I, K1 E! V9 [appointment with one of the counselor.

Level II - Call Centre Representatives (Permanent)
Competition 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

DESCRIPTION
8 s, C4 V$ `0 _" }
/ V% y0 H- m9 I/ {AMENDED - April 26, 2011
% C/ V/ Z+ F2 kATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
) c0 f2 ]. O8 ~Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
6 f2 F8 C3 Y4 y! R$ ]& C6 ^Shift Differential: additional $0.80 per hour for hours worked on
+ j- ~2 m: d5 DSaturday, and $0.96 per hour for hours worked after 5:00 pm.


The Level II – Call Centre Representative assists customers by
$ K; F. }# ?! `) y: y# M& |responding to
residential, commercial and rural account and/or service inquiries or
' A" e1 O& i' }% b# qcomplaints received by telephone. This role is responsible for
( K5 T' l% ?; _0 ~- ^$ H' O& adelivering
0 \" t: v$ a4 s; O! N9 @excellent customer services by focusing on first call resolution.

3 a5 w8 X% g7 \. Z+ B2 X0 V8 K
( N3 j  h% A0 f  Q% W  t$ I
% {& {% r2 w2 M0 j1 M7 L" n  ?The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
7 F5 ?4 g( D& N& m, O8:00 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
2 E( K; u' L$ P  X2 Bfor
scheduling purposes. Work schedule will fluctuate.
: j  q7 F# m! ^3 B- h

2 P: O# F$ `3 R7 }
This position is administered under the Canadian Energy Workers
Association
' D% g) v, r1 _Collective Agreement, Job Posting provisions.

RESPONSIBILITIES
- R. l: ~2 a3 W5 I$ C8 T: }
3 A! L" Z- M( z- Responsibilities included but are not limited to:
# l+ a  P# g% I( ]% U+ t  t, p- Respond to customer residential, commercial and rural
/ ^  B; `. B4 Jaccount/service
inquires.
% q. J7 ?) O  i- Solve a wide range of customer issues in a dynamic, high volume
0 d  a6 ]: a: p2 V' R$ k, mand
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.
7 i8 l! s/ t2 h" k# }4 l% X- Calculate customer bills by performing complex rate calculations
& I/ q* v  N: c. K7 n1 O- ^# ~  |while
using a thorough knowledge of various rate structures.
+ z: T5 }  ~  g- Explain customer bills to a diverse audience.
; N" h  d1 a4 I- 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.
& h( H# v; N, ?% M- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
; J4 J! ^+ G( S% z& u; clife-threatening situations.
- i% p. n% p& T# V) a7 X3 A+ H- Work with minimum supervision.
( {4 ]) ]2 f) t5 F- N- Understand and abide by governing legislation, codes and
compliance
plan.

QUALIFICATIONS
# @! G8 p' h4 r$ K9 {4 H
& T& L( c$ A& t- ?- Grade 12 Diploma or equivalent (applicants will be required to
6 b& c' A" @* Sprovide
proof of education)
3 Y8 L0 X' X8 |" i2 A$ b1 o$ S4 \7 C5 G- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
1 e) V' @6 _" g; }; \4 o4 xworking knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
( |9 ^2 c. R* `- L" h2 p- Demonstrated reliability and ability to work rotating shifts.
- h3 b* a( _/ @, f# \: C- Effective professional written and English verbal communication
skills.
8 e0 f8 w4 F. ~" v7 H; W  U7 G- Flexibility to perform in a dynamic work environment.
: I4 d- @' F0 H1 h( s! _- Positive interpersonal skills to thrive in team orientated
1 {/ \* O& w2 \& D. _environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
. t9 f  B6 _" H4 l- Demonstrated ability to work as a contributing team member.
9 C* O, C) x6 I2 A2 v: k4 L0 N- Ability to apply appropriate judgment in the management of
confidential information.
9 O6 b6 q7 @8 t( B) r9 P1 k$ S" q- Clear Criminal Record Check.

/ O3 d! f9 b9 p5 i, u8 \% {Good luck,
% n# O) x) V6 M  Y! g8 [
Karuna Bhavsar

8 M, y, Z& q7 b0 B9 _3 KWelcome Centre
Supporting Aspirations Connecting Dots
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: L, j' |7 D# x#335,TowerII
5 u7 R4 v: f3 Z5 p3 w* Q! ]/ V* CMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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