Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
, s! m& c; J1 |4 Aassistance to apply for, let us know and we will arrange for an
) M; |" a8 v6 S1 _4 `- G5 ~appointment with one of the counselor.

$ W  E! H4 t" ?% H0 {6 f. M: s; cLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
7 I  S% x7 A* A, w9 i3 E* l# vJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
! s- Z* A6 F+ k9 |8 \8 d/ l! I1 ^" E5 cJob Location: Edmonton

. W; G4 o0 n7 q! YDESCRIPTION
. {6 d0 y! _' `3 e
" u/ j8 I$ j7 H: ]  aAMENDED - April 26, 2011
! D! f  y( \1 B" YATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
, L* O' N* G7 D' E) ~Call Centre located downtown Edmonton . The pay range is from $14.83 -
6 o" }& u; w6 w" C$ 18.83 per hour.
/ X( g/ f) @- x% h: EShift Differential: additional $0.80 per hour for hours worked on
) ^: X. S! W, @5 D7 l8 a0 T' L  ESaturday, and $0.96 per hour for hours worked after 5:00 pm.
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' k8 m; i6 X4 |) {The Level II – Call Centre Representative assists customers by
  ^4 y2 e7 R9 Presponding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
0 k6 `# {* I' l6 T8:00 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
for
scheduling purposes. Work schedule will fluctuate.

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9 g' H: j  l1 A2 e! p5 e+ S9 O. ZThis position is administered under the Canadian Energy Workers
8 R" G5 s, c" q; OAssociation
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES
5 J  |# ^2 P) ^; a7 X- r$ P4 J7 S
" V9 R3 M$ {% W8 S. @- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
1 C. J+ p5 R5 H1 j! @- Solve a wide range of customer issues in a dynamic, high volume
2 j& e$ N; V# h/ H) Qand
+ }3 v1 A* i8 R' efast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
; F  A. F  y9 q) P' ?& `- Provide information to customers relating to energy management.
1 O" |; J  \8 t+ q! T8 \' W- Calculate customer bills by performing complex rate calculations
while
8 V- e& ^. l: N& \: N" `( |+ [& Husing a thorough knowledge of various rate structures.
# U6 }  c0 L# R+ M) @1 M  m/ D- Explain customer bills to a diverse audience.
/ {4 g6 v# V& K! L+ _- Investigate, analyze and respond to inquiries concerning billed
0 V! z+ o, G/ k. Z6 p9 L8 S* T5 Bamounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
: m( J! ^' W( s( I; r$ K& M- Respond to emergency customer service calls in potentially
9 M) R+ O( ~4 _  L# p2 Xlife-threatening situations.
) q: ^& x2 t4 T8 _- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
plan.

& k# a1 F) ^. q8 t7 d2 a) kQUALIFICATIONS
" ~5 e* ?0 w$ x# F6 G+ F
& q4 S! z4 p* Z+ _4 x- Grade 12 Diploma or equivalent (applicants will be required to
. l7 g& V5 _# `" X; B/ lprovide
proof of education)
/ C0 _% b, D, o! ]! s- Successfully complete the Call Centre Simulation Assessment(s)
4 Z0 [9 |7 s- N  Z6 D& `3 h- Proficient skills in PC office applications (i.e. MS Word) and a
" T! o- m1 _. ?& zworking knowledge of Windows XP.
! z3 `8 ]5 q  ]5 h6 g" L; r% _" S! @- Proficient keyboarding skills.
( z! E7 d( t$ T  H% N# G' q5 w/ l- Call Centre experience desirable.
+ N! K9 k" \4 H" E1 Y9 ^) b- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
& E& O0 s- F8 p( |skills.
- Flexibility to perform in a dynamic work environment.
5 U5 g; Z, ?" S: W3 S) |2 X% Y& I- Positive interpersonal skills to thrive in team orientated
& T3 A1 t: t( l1 `" \environment!
' r& j) b6 f! a* Z- Accurate and attentive to detail. Strong mathematical aptitude.
" _& E" O" ?& W$ e0 j- Demonstrated ability to work as a contributing team member.
. j3 }+ p, A  f/ c8 s2 W- Ability to apply appropriate judgment in the management of
confidential information.
- Clear Criminal Record Check.
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Good luck,

6 E- L. u2 C! G# [; ?8 O* I3 t8 H  TKaruna Bhavsar

( H0 I* E% r1 U7 \% Z. RWelcome Centre
Supporting Aspirations Connecting Dots

7 Q7 F, H2 i' J3 X. r! o3 C#335,TowerII
; Z, [+ D2 C" _: N4 p% L- XMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
" @" G: [; E! d* AFax # 780-466-6594

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