Call centre representative-ATCO

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( P% m2 u* I9 R4 r% q* P$ b  c6 ~+ u: eLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
( l5 A0 ]% I" C0 U3 z& ~, AClosing Date:5/31/2011 4:30:00 PM
  w; P- `7 d0 x5 ^( \/ n, G" y* MJob Location: Edmonton
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DESCRIPTION
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AMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
( B& W9 i5 E+ X1 u( k- ~, X(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.


The Level II – Call Centre Representative assists customers by
responding to
) K) x1 g& l5 h/ S. ^* Bresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
8 d& D2 t$ J$ m% S# i/ ]; Vdelivering
excellent customer services by focusing on first call resolution.

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% C; n2 J7 h5 s. S) ]The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
Saturday
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
0 ~4 m; {9 f  c) X! n  wCentre employees must be available to work all hours of the Call Centre
for
9 {2 h; m( P) J2 u$ N' S7 N% `scheduling purposes. Work schedule will fluctuate.
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) \2 Z; [. I0 d$ u# v" l4 }' BThis position is administered under the Canadian Energy Workers
8 Y6 _4 h/ j+ k* PAssociation
' H" J' M# I3 G/ a# o% ZCollective Agreement, Job Posting provisions.

RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
  T- f2 i0 K* @& J6 ~9 }, Naccount/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
& X: [) P; h/ L6 }2 y0 cand
- t. T6 S' j) w0 j& cfast-paced environment using initiative, creativity and
" g, U5 p7 Z* A% adecision-making
" U0 ^: h1 Q: f/ oskills.
- Up sell, Cross sell and retain customers is mandatory.
% P" v% x* w3 A; x/ h- Provide information to customers relating to energy management.
" ~, g2 f3 k, Q& ], B% |0 h- Calculate customer bills by performing complex rate calculations
while
using a thorough knowledge of various rate structures.
4 s" w, y1 D( s& L. H0 X- Explain customer bills to a diverse audience.
$ `; @4 G6 C. {+ p- y" h- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
- Process customer account information in a measured real time
5 F5 o1 f& ]% ]$ _environment.
. K4 E' w" L, z+ J+ K- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
2 |+ P/ d; q' S. y. Wlife-threatening situations.
& Y# u1 C' K. E! F! Q- Z- Work with minimum supervision.
( g/ m, X2 G( P- T- Understand and abide by governing legislation, codes and
- \5 q6 G, s/ j  b+ k, E5 O) @& lcompliance
" i8 p/ N8 U5 |5 aplan.
3 y8 l' N2 q) t+ N  Y3 A5 x
QUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
2 l2 a: ^; z* ?8 c+ p) \- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
4 Z7 u4 W3 s" \3 }3 V- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
! R$ {) H% O: i7 b- n5 U! b& G- Positive interpersonal skills to thrive in team orientated
+ i3 C( c" _3 j% P" l$ d5 |environment!
7 I; s# i6 f; R' n3 g3 ^0 {$ l- Accurate and attentive to detail. Strong mathematical aptitude.
- {. Y0 A5 ]/ p, s$ _- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
. D( `4 p. E5 b) ~. A/ Fconfidential information.
- Clear Criminal Record Check.
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Good luck,
0 Z9 N( y% U' T4 N8 L* t: |
Karuna Bhavsar

Welcome Centre
/ U. m0 P  p2 m& c5 M, [, ySupporting Aspirations Connecting Dots

#335,TowerII
Millbourn Market Mall
7 E* h; \% e) F0 p( L7609-Millwoods Road
Edmonton,AB T6K 3L6
- z8 o! a" s9 O/ a% s1 b4 z7 }Phone # 780-462-6924
Fax # 780-466-6594

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