Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
" q/ @5 O$ }5 z- N6 Eassistance to apply for, let us know and we will arrange for an
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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
2 P( Q4 }* L7 |2 I* yJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
# @0 N' a' [% O% v, {0 i" w, fJob Location: Edmonton
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0 t1 R9 D! D  l3 h; a# DDESCRIPTION
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7 p# L6 x. `5 B/ m- n- \- ZAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
  n7 M. ?$ D8 l* A- {Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
/ M/ Y( ~4 P& L: ]. ?9 E" ^* BShift Differential: additional $0.80 per hour for hours worked on
% |5 U  a% Z, E, d$ I9 X' zSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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5 g* W) K; t4 L2 I& f/ BThe Level II – Call Centre Representative assists customers by
. }& `8 |( C% z$ ~/ {responding to
" Y% e# O0 `: R6 Hresidential, commercial and rural account and/or service inquiries or
1 y! o( W) P) F' X# {0 Acomplaints received by telephone. This role is responsible for
- C$ G2 D8 B8 |6 l; `( sdelivering
0 U0 `% N8 k, E& Sexcellent customer services by focusing on first call resolution.



The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
0 b) A0 ~* x# w1 v3 uSaturday
3 y; ^! {' L# ?( R- }5 b- Y8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
: i+ G$ k$ |7 Q9 _' D0 c6 A0 SCentre employees must be available to work all hours of the Call Centre
for
- \9 T  c& {* jscheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
Association
, E8 k# v, l3 c! WCollective Agreement, Job Posting provisions.

RESPONSIBILITIES
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- Responsibilities included but are not limited to:
% r/ D& ~; K; Z& _, q0 y" t/ @- Respond to customer residential, commercial and rural
account/service
7 L# t0 X: s! q+ p9 pinquires.
1 z" H# W1 Z: s& c. B- Solve a wide range of customer issues in a dynamic, high volume
0 ?8 R2 z2 ?; {9 w# W0 V3 Z; s+ q1 tand
* M# V2 w9 J$ I0 p3 cfast-paced environment using initiative, creativity and
: R$ C0 {! I* L: z. D9 c5 Kdecision-making
skills.
# z+ n) D" V9 y# [0 E- Up sell, Cross sell and retain customers is mandatory.
) e* r4 |0 v$ V' @- Provide information to customers relating to energy management.
; g7 f7 G/ m  H8 L% C  |! p# a; `- Calculate customer bills by performing complex rate calculations
# C' ]5 k" K2 zwhile
using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- 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.
- Provide caring customer service to all customers.
$ Q7 g8 r# F( m9 x- Defuse potentially unproductive interactions with irate
* B6 l* {0 ^. ~: C- Icustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
+ w1 N6 v% Q/ W3 V7 C- Work with minimum supervision.
* p2 T2 z6 |4 |0 f- Understand and abide by governing legislation, codes and
- b0 f4 v3 h! v6 Z, z" y' m# \compliance
* T- ~; B, k9 E5 c5 V1 rplan.
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, b* x1 D0 ^* e6 c& ^, J& I2 ]) XQUALIFICATIONS
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* A9 u. R7 {. G) W1 \1 l9 H5 G- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
" m0 R6 ]# k) Q/ _8 r: H# Y- Successfully complete the Call Centre Simulation Assessment(s)
/ x' S; |! [: V7 }  }( p* x; j3 G( e- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- u8 _4 x" I9 ^1 w" n6 R- Proficient keyboarding skills.
1 B0 j0 C9 a" E7 O4 ?- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
* z  J$ P4 ?% I1 P- Effective professional written and English verbal communication
skills.
3 _, n* Q. c! d& x+ D& B" f- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
# A: G+ x1 z2 E: `9 r! g- O6 R" D- 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

Welcome Centre
$ J5 R  i5 ?- J& W& Z6 ySupporting Aspirations Connecting Dots
% a7 n# ^, h. ^: |  l
8 V+ M2 g; m; }#335,TowerII
Millbourn Market Mall
3 d& A2 o) y5 g% I: k7609-Millwoods Road
7 E3 R; r) R9 q. k. H# c2 Q0 lEdmonton,AB T6K 3L6
Phone # 780-462-6924
7 S: t6 a$ ]3 \/ R2 ], b- rFax # 780-466-6594

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