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If you think it matches with your skills and experience and you need+ i3 d0 |. j) P$ u: W
assistance to apply for, let us know and we will arrange for an
, W* t* w( e: T% C& G5 @appointment with one of the counselor. * ~( Q1 H, B7 a) Q' J4 c- Y, L
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Level II - Call Centre Representatives (Permanent) 5 {- j) ^7 a* Q
Competition Number: 65A11 16 ~. y' o5 F8 `1 F) z
Job Category:Customer Service / Call Center
1 o: l* W- c* K4 h& V, YPosting Date: 4/7/20112:13:00 PM
5 w1 P6 t" g8 Y1 G& GClosing Date:5/31/2011 4:30:00 PM 4 I* {* v: @& I, I/ Q q% r+ W
Job Location: Edmonton! M* u" a: [ X( G, T7 z" P/ U$ l
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DESCRIPTION
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AMENDED - April 26, 2011
) F b7 i- e1 ?/ kATCO I-Tek is currently recruiting qualified permanent part-time
- ^% c& i$ z p [* u(16-30) hours per week, Call Centre Representatives to work in the
; m) L( S7 I' ~% E' R: M8 N$ X+ ECall Centre located downtown Edmonton . The pay range is from $14.83 -+ ]' `. ]0 ~+ T+ A+ R
$ 18.83 per hour.
, n& I8 D7 A$ o! z3 ]Shift Differential: additional $0.80 per hour for hours worked on
% s' ]6 l: d% S# LSaturday, and $0.96 per hour for hours worked after 5:00 pm.' P }* q3 F$ }
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6 {. _1 j/ m9 N M$ I }The Level II – Call Centre Representative assists customers by4 Y& \5 C, O( E* t
responding to
' S% m' j: f9 M4 B j: |+ fresidential, commercial and rural account and/or service inquiries or
& ?- q5 F3 A7 V2 c+ m! V0 |complaints received by telephone. This role is responsible for) r/ a5 W# r8 x1 r: F8 f
delivering8 u+ X8 n, i V' R5 f8 {9 ^1 @2 m
excellent customer services by focusing on first call resolution.
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# \5 @" V/ ?- r5 P0 dThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and1 t3 O, Q' q; b6 O, C
Saturday8 }6 r( _: Q2 F) h/ V3 z
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call" e* i6 ^ }: F8 V2 H# u
Centre employees must be available to work all hours of the Call Centre
7 E5 G" R2 Z) q. d% Zfor1 @! M9 x! i; W& w
scheduling purposes. Work schedule will fluctuate.7 y( T; u; z9 V( V
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6 q) T6 `9 U8 `) P4 ]This position is administered under the Canadian Energy Workers
. v+ t% K; t" C. DAssociation
) R# w" `; ~4 s! X/ Z0 r/ dCollective Agreement, Job Posting provisions.
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! F/ M2 ]7 d, m# o; f3 W! gRESPONSIBILITIES
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6 M( e8 _8 A9 o5 _7 T) y- Responsibilities included but are not limited to:- O1 x( r" B% r) x) Z0 D' p$ f; v
- Respond to customer residential, commercial and rural" j! u9 \/ Y- p4 I5 s% p7 a
account/service* o6 C0 w+ h" \( o3 Y, p
inquires.$ H; K( v5 k4 N# |( y' O5 W
- Solve a wide range of customer issues in a dynamic, high volume3 Z% ]. n# N& g- k7 q5 o
and1 T: [7 z( F7 v; D ~/ H' T4 A
fast-paced environment using initiative, creativity and2 W5 M) a1 q2 W4 u+ b6 m
decision-making
( E+ [$ i1 U) a2 I7 Q, }& Eskills.
6 a6 K7 I% F/ W. P) { a- Up sell, Cross sell and retain customers is mandatory.
! @" I6 L; s; J+ j. h6 l4 U- Provide information to customers relating to energy management.
3 K# Q' v3 C; m- Calculate customer bills by performing complex rate calculations% {. v' j: r: d8 c
while2 P$ ?% e( z: m3 d7 @1 C
using a thorough knowledge of various rate structures.3 y4 i, z' O+ A
- Explain customer bills to a diverse audience.
7 C3 M* n1 H5 n" i- Investigate, analyze and respond to inquiries concerning billed
1 G2 u& K6 y) m3 ^amounts, account status and receipt of payments.1 i/ @ ~1 P$ t0 L
- Process customer account information in a measured real time
; R, D! Q& Z+ k. Y) lenvironment.. |5 s, R7 o+ ^3 d( y- B
- Provide caring customer service to all customers. h5 z! f+ k; `6 F1 @+ H0 W1 y
- Defuse potentially unproductive interactions with irate
& v6 W4 S2 k4 B0 [2 mcustomers.
2 L! v, ^' @, Z* r/ W9 a- Respond to emergency customer service calls in potentially
4 t- a5 F4 ?- _6 b" zlife-threatening situations.6 E) m0 D4 w5 }3 I$ m$ z
- Work with minimum supervision.) p. G q7 P. J2 ?: m
- Understand and abide by governing legislation, codes and
* F @) G. {$ s4 Ncompliance% V- o9 ]3 F. _5 n
plan.
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QUALIFICATIONS0 g9 A+ Z+ b @, a3 S( j' C+ b
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- Grade 12 Diploma or equivalent (applicants will be required to
# H( a- b4 Z! e! K& h; Gprovide
" {) w5 \& E s* p. M/ fproof of education)
) \, g C E6 ~! ^' A. X* v- Successfully complete the Call Centre Simulation Assessment(s)& L& l' E; w3 d
- Proficient skills in PC office applications (i.e. MS Word) and a) \4 V4 @: a$ B# G0 w% _
working knowledge of Windows XP.
8 x& W8 h5 s8 A/ G( g3 E Z- Proficient keyboarding skills.7 A0 V% \+ D4 i" j
- Call Centre experience desirable.
" |, R" |3 }$ Y; g6 m1 k. G- Demonstrated reliability and ability to work rotating shifts.
; V4 c! [$ C- X5 q' z* [' ^! }7 t- Effective professional written and English verbal communication8 M! f# {2 `% R% ]5 ^( J, k+ T1 H
skills.9 [, M E* N' o
- Flexibility to perform in a dynamic work environment.
. |+ Q9 q. X, T7 P& r- Positive interpersonal skills to thrive in team orientated
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- Accurate and attentive to detail. Strong mathematical aptitude., G! P+ k3 }* b/ y1 p/ s6 u
- Demonstrated ability to work as a contributing team member.- c- W6 L5 C8 K: |1 P
- Ability to apply appropriate judgment in the management of
; b* ^* A4 r% _confidential information.
/ J! m6 q9 [% o' h* [& ^- Clear Criminal Record Check.5 ]1 M" W* R/ @0 F! c9 B
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Good luck,
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Karuna Bhavsar |0 z) ]; `9 H( s; f& N/ |
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Welcome Centre
2 I8 f1 C" N4 l( ~$ fSupporting Aspirations Connecting Dots$ _; M( n+ Z7 V, U
# u6 X( [& b5 @) B/ ]. g#335,TowerII % A5 Q! _2 t4 n% _
Millbourn Market Mall
) o {: L' Y6 ^& g* K, l7609-Millwoods Road2 [$ m/ G9 ?, }1 P
Edmonton,AB T6K 3L6# s7 t3 o8 n' C/ k
Phone # 780-462-6924
0 G/ Q1 v; l7 E( p& |% EFax # 780-466-6594 |
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