Call centre representative-ATCO

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) [( r& b6 o, o: q7 {- OLevel II - Call Centre Representatives (Permanent)
9 ?; R8 J5 X! U; Z3 _Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
- M1 r$ g' v4 l" \; l+ e% t' FClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
4 K9 J8 F) t0 K( T
# s6 |4 S* a9 O9 x; w+ t: @DESCRIPTION

) ]6 f2 t' @. ^" d; rAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
" @8 F, ?% H; M/ {3 [, t5 l(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
4 M: X) [3 M; k; q$ 18.83 per hour.
. J/ w1 n! n0 }Shift Differential: additional $0.80 per hour for hours worked on
6 A1 s, ]4 x2 L- c/ WSaturday, and $0.96 per hour for hours worked after 5:00 pm.
7 k- C6 a) E9 Y! e
# F+ [& l& R# d$ m
/ O9 T0 l% U: s/ T- y5 h" ^, J4 kThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
- a! m( Q4 \* i( o' B2 G# {7 rexcellent customer services by focusing on first call resolution.



* A1 u5 C, u, D; _* j+ H; D5 I: kThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
, V5 `  R) E: L0 E# y  p9 ?' GSaturday
8:00 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
3 \1 B' R9 W8 G- e( |for
6 P4 g; A  Y6 z+ N% W/ @& }scheduling purposes. Work schedule will fluctuate.
' Y9 U) O+ W+ O  {9 P
9 ^; A# O$ @4 y4 I& ^$ l- {- g

This position is administered under the Canadian Energy Workers
3 O: s1 W( B+ a2 QAssociation
" y8 n2 l$ X% ~3 yCollective Agreement, Job Posting provisions.

RESPONSIBILITIES
5 Z( ?4 D0 v+ n/ }
- Responsibilities included but are not limited to:
4 L7 l( @3 u7 i6 l/ u4 w% r- Respond to customer residential, commercial and rural
account/service
inquires.
: t* m* F: c: o" o2 U8 H  Z+ |$ E- Solve a wide range of customer issues in a dynamic, high volume
and
1 ?% t, i- t) g) Dfast-paced environment using initiative, creativity and
3 s: ]3 G4 A$ E$ qdecision-making
skills.
. \4 `$ ^+ @7 G/ l- Up sell, Cross sell and retain customers is mandatory.
& E! Z/ m6 r* O9 d/ ^- Provide information to customers relating to energy management.
/ d& Y! U$ D( c- Calculate customer bills by performing complex rate calculations
while
' ?- S' ~4 B+ Ausing a thorough knowledge of various rate structures.
- I$ `1 g* j+ _2 }% i2 E- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
& {0 m- c( C0 h" R) l" pamounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
* i* s: d/ M) u- Defuse potentially unproductive interactions with irate
2 h4 w1 k: `4 |; J3 acustomers.
& _+ e" s0 _* O1 u" i, n- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
0 I0 |- s; s: F$ Mcompliance
plan.

$ K1 A9 b. T5 |QUALIFICATIONS

: ?) r* H4 e$ a8 ^1 N) Q% F- Grade 12 Diploma or equivalent (applicants will be required to
) ]+ {6 a7 Z6 b3 t  Zprovide
proof of education)
1 N, b' o. T' _, w7 H8 Y- Successfully complete the Call Centre Simulation Assessment(s)
" H' }( G$ \' Z  O( a9 p1 [- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
; T3 l8 \8 i0 j) d8 Z9 q, t* L- Proficient keyboarding skills.
5 ~5 I* f6 n; o5 r/ S5 o  U- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
" M9 p8 i7 f) v+ p- yskills.
: c0 u. w- a( Y6 f0 G- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
% S$ r2 Z( Z& }6 z9 P+ n- Accurate and attentive to detail. Strong mathematical aptitude.
( v) U7 \0 R& E4 L- h- Demonstrated ability to work as a contributing team member.
! O! y) G4 `+ O) x- I9 S- Ability to apply appropriate judgment in the management of
( m* D; ~& ?, d( \$ Y: k7 E* econfidential information.
3 O2 D' [+ t7 q( e, j- Clear Criminal Record Check.

- L- b1 \) `: AGood luck,
# u9 b2 e/ J$ H7 S  G1 s* s
: h- [" k9 W' d2 T* bKaruna Bhavsar
+ j; L% G( s) ^5 a8 y( q7 s! a
% ^" a. f. ?& RWelcome Centre
Supporting Aspirations Connecting Dots

#335,TowerII
Millbourn Market Mall
7 p( R4 i8 X* K8 `3 y+ k7609-Millwoods Road
- g+ A8 i6 D9 P- U: @- TEdmonton,AB T6K 3L6
Phone # 780-462-6924
  ~" B" ?/ l5 M: n0 W: J7 S0 L* RFax # 780-466-6594

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