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If you think it matches with your skills and experience and you need
& j1 f) w6 \5 D* eassistance to apply for, let us know and we will arrange for an
$ g- y8 ~ s9 A6 j" E" lappointment with one of the counselor. # u+ r6 J# ~" h0 l( u1 i" \
4 h E- s/ L# v; B3 @/ bLevel II - Call Centre Representatives (Permanent)
& s& {5 E: e- U f% Z: cCompetition Number: 65A11 16
7 j: c3 B; N. p! ^* I' Z" J1 iJob Category:Customer Service / Call Center
m& I4 u! }% p0 h: a; P& YPosting Date: 4/7/20112:13:00 PM
8 V6 j& P' S2 `- U- x6 Q: _9 XClosing Date:5/31/2011 4:30:00 PM ! Q; h/ z7 j! S! p6 k
Job Location: Edmonton* b6 }9 F* f6 B" B% U9 z
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DESCRIPTION
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AMENDED - April 26, 2011
- J+ n! f6 y. e+ S# i# IATCO I-Tek is currently recruiting qualified permanent part-time3 M& I1 F. f" N/ E5 A+ H! X. K
(16-30) hours per week, Call Centre Representatives to work in the4 Y3 a% ?$ p) V) \
Call Centre located downtown Edmonton . The pay range is from $14.83 -- b G) ^; S7 f" }* s& ^
$ 18.83 per hour.
; ?, H" v% P+ lShift Differential: additional $0.80 per hour for hours worked on1 B) B6 W' H9 E0 s! M1 j
Saturday, and $0.96 per hour for hours worked after 5:00 pm.9 F4 S3 z! x4 b
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The Level II – Call Centre Representative assists customers by, a6 K. t' s! j: {' [$ Z4 C8 F
responding to& @7 c5 ~& g J3 A9 [( T
residential, commercial and rural account and/or service inquiries or
0 u1 y! Z" x' ~7 z8 h1 gcomplaints received by telephone. This role is responsible for
; M4 n* ]! v) d5 s, jdelivering! E2 Z' |+ B( y2 V S$ s4 {, H4 E
excellent customer services by focusing on first call resolution.
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/ P2 N7 ?3 w7 sThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and/ T- H; f1 u2 G6 |
Saturday
; E, D8 {1 |1 m; R8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call& ]% u5 h( h. a
Centre employees must be available to work all hours of the Call Centre
+ k& D7 I Q: u* P% h0 h; Rfor- Q+ Z( k! M7 ]- }3 B1 y
scheduling purposes. Work schedule will fluctuate.# C9 Z$ O' { Q
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This position is administered under the Canadian Energy Workers
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Collective Agreement, Job Posting provisions.) s* w B8 {' b: A
" q" W# J3 ]+ r- ^: E" Y- |' dRESPONSIBILITIES
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- b5 n1 x6 q% M1 @1 Y! i: O) z! D- Responsibilities included but are not limited to:
4 f5 y. `" k7 ~6 B- T* y6 O; s I5 o- K- Respond to customer residential, commercial and rural
/ L+ Z. D, R; K- h7 |account/service2 S; x$ J( z3 Z ]- |
inquires.
9 t7 e7 z* `( b+ C- W/ F( S- Solve a wide range of customer issues in a dynamic, high volume
0 q" U: L, o6 \$ [and- _7 N( c+ R- r6 L$ H4 M% I$ a
fast-paced environment using initiative, creativity and% u% Y! K9 I; m
decision-making; @/ c6 H# u& R
skills.5 q# u! @! I8 }# P4 T1 ]4 _4 L
- Up sell, Cross sell and retain customers is mandatory.
* R. i3 W) w1 U5 B& }# X3 B/ ]- Provide information to customers relating to energy management.
g+ Y# A& o( C0 M8 x ^6 K, O- Calculate customer bills by performing complex rate calculations
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using a thorough knowledge of various rate structures.' `) L/ K+ M, h9 O8 y6 _) `
- Explain customer bills to a diverse audience.: i3 m( k9 u4 w- ?
- Investigate, analyze and respond to inquiries concerning billed* C# @6 L. F1 ]- i
amounts, account status and receipt of payments.
, G& T: }; \; a3 c& \- Process customer account information in a measured real time
! ~3 ], T7 C5 O7 v4 I4 tenvironment.
6 J6 I( f6 l4 Y- Provide caring customer service to all customers., @- m! X5 o, \% }/ ` Z
- Defuse potentially unproductive interactions with irate' c) m. T6 g5 |3 b( U: {) }- J
customers.
% [# Q" t0 Q& g5 U% u/ `- Respond to emergency customer service calls in potentially. s7 h9 l) _2 r9 E
life-threatening situations.
" K, h5 c' v4 L0 W h! @/ t+ ]* C6 v- Work with minimum supervision.
9 F& G3 @2 ]! Y- Understand and abide by governing legislation, codes and$ P. [& r: M3 w6 N3 A& \
compliance. \/ g/ T @% s L3 e6 b
plan.
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3 l O9 L6 H3 w5 z1 [2 B Y% `% gQUALIFICATIONS7 X3 _: l+ N& \$ Q2 v1 L, i" k
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- Grade 12 Diploma or equivalent (applicants will be required to' m4 v( N& R& W9 D
provide
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- Successfully complete the Call Centre Simulation Assessment(s)
- w% _% O/ m" H/ h7 I2 }* _- Proficient skills in PC office applications (i.e. MS Word) and a( H$ b; t8 s+ E3 G" G
working knowledge of Windows XP. o9 l0 t' t, y7 y
- Proficient keyboarding skills.$ T+ O! W2 I+ E9 D" k4 W$ @$ c
- Call Centre experience desirable.' ^3 R: g( C* t/ |, J9 E
- Demonstrated reliability and ability to work rotating shifts.
/ A# w d" q$ F- Effective professional written and English verbal communication: c3 N0 q5 _& I8 i5 }
skills.
. A4 v; K$ A9 V; |1 Z- A- Flexibility to perform in a dynamic work environment.0 ~8 w8 r. e/ n
- Positive interpersonal skills to thrive in team orientated: A: z3 R% p1 U7 J
environment!$ `) L+ y$ D! {- y% X% ^: _, w2 O
- Accurate and attentive to detail. Strong mathematical aptitude.
6 p! \% E. o2 |5 |7 R" C7 E- Demonstrated ability to work as a contributing team member.* q5 e V( ?; s5 _/ \" Z4 r1 N
- Ability to apply appropriate judgment in the management of4 j3 D- ^+ M! y7 r! j
confidential information.
2 @) N3 H! a$ b! p* U6 ~- Clear Criminal Record Check.
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Good luck,
P( H/ |" q' Y4 d1 k7 L/ s' ~$ _ Z+ W9 ^: m! z) I
Karuna Bhavsar3 f+ W% Q: N( y O- j
0 E2 ]+ l9 y' q* f* {Welcome Centre ' H" N* B# }1 W4 [5 L* @
Supporting Aspirations Connecting Dots
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#335,TowerII
. I" r- B& k" d# k3 R' {5 kMillbourn Market Mall: |- ]3 H1 q0 k
7609-Millwoods Road
# d$ }9 Z& _1 @% B$ iEdmonton,AB T6K 3L6
' D6 d; z8 m+ \" C& OPhone # 780-462-6924
* o4 r' G2 z/ i/ HFax # 780-466-6594 |
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