Call centre representative-ATCO

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, \& \( [% S8 p# iappointment with one of the counselor.

Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
/ ~* x  Q: O' |. OPosting Date: 4/7/20112:13:00 PM
" _4 x% C# e* F4 y& `1 V% tClosing Date:5/31/2011 4:30:00 PM
& Y5 P* {$ z. E( pJob Location: Edmonton
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3 |! M$ _! N' z) SDESCRIPTION

6 _- \3 J4 I: @( [AMENDED - April 26, 2011
" K- U% _6 H- D4 B' tATCO I-Tek is currently recruiting qualified permanent part-time
: p4 v% Q7 Q4 Z(16-30) hours per week, Call Centre Representatives to work in the
- o. _. g7 ^# d1 L2 c  q% ~3 TCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
! c: N* G1 T( U! yShift Differential: additional $0.80 per hour for hours worked on
9 S% t% a. {4 j! j- BSaturday, and $0.96 per hour for hours worked after 5:00 pm.


The Level II – Call Centre Representative assists customers by
responding to
' H5 k/ l$ \: V% _0 d, H9 V! M3 [( Mresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
" s2 U0 T3 k* a2 sdelivering
/ W/ O/ l4 Z, K2 j2 O# j8 c6 Vexcellent customer services by focusing on first call resolution.
: L9 j+ z0 z! ?5 m

5 R3 V0 i7 P9 b3 J" i! l3 X% ^
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
. V. g: _" P. {3 x- MCentre employees must be available to work all hours of the Call Centre
for
scheduling purposes. Work schedule will fluctuate.
% K; x7 I. ^5 {, V
6 H. ]& T# J7 j; g

This position is administered under the Canadian Energy Workers
! a) v: i; w. g% h+ c% GAssociation
) I7 c- D4 _+ MCollective Agreement, Job Posting provisions.
5 |, @$ Z5 r2 [' Z
; R1 S/ W" T1 T' ?RESPONSIBILITIES

- Responsibilities included but are not limited to:
" ~3 T( \4 N3 L' o- Respond to customer residential, commercial and rural
, c/ R; R' w" e* Y9 Z/ q/ Qaccount/service
  g7 W. O  k# Q$ oinquires.
, W# G9 {! u) q+ v6 z- Solve a wide range of customer issues in a dynamic, high volume
* T% e) D# K- Nand
' i& {! k8 A2 Y9 Pfast-paced environment using initiative, creativity and
decision-making
skills.
7 E& B: a2 r( u, d8 ^- Up sell, Cross sell and retain customers is mandatory.
& B, ^( H5 u6 n3 y2 `% ]9 m- Provide information to customers relating to energy management.
* F4 k& c/ j$ G- m- Calculate customer bills by performing complex rate calculations
while
7 d# _! L& e- D7 f3 J5 Uusing a thorough knowledge of various rate structures.
: i/ C$ r5 K7 |+ G4 i! P5 t. d- Explain customer bills to a diverse audience.
4 \6 O) D4 b, @! M+ ]- Investigate, analyze and respond to inquiries concerning billed
, v6 C! b7 U6 t( y* S* `- k  k' qamounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
3 C, R( r  i! [9 u) o) o8 W- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
+ Z4 _( v1 T% d1 A1 r9 S- qlife-threatening situations.
- Work with minimum supervision.
' G) ?$ g7 n: m/ n- Understand and abide by governing legislation, codes and
2 _0 n4 N' ], }# Wcompliance
plan.

6 a3 ?5 e% _. X1 |- mQUALIFICATIONS

: r9 B) l1 n) z) ]- Grade 12 Diploma or equivalent (applicants will be required to
provide
0 U5 r4 p: |2 ?! b; q# h: P$ lproof of education)
# t( X! v; z* r7 k- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
8 ?4 w9 }$ i; {) j! Uworking knowledge of Windows XP.
" q5 i: Z, c3 J' d$ w2 I- Proficient keyboarding skills.
) p/ Z. G+ X4 q6 j! Z" h- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
! w5 ~" ?+ \# E9 W- S/ F  W+ E- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
) ?7 g7 I( k+ y: ]! Penvironment!
  s. R. B# u. @9 _  T- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
7 `% \- w. F( ?$ c- Ability to apply appropriate judgment in the management of
- C0 F2 I' L: k; s; }confidential information.
- Clear Criminal Record Check.
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Good luck,

+ [3 s* u/ n; C6 k/ O% `2 @Karuna Bhavsar
: |7 u" E* J3 c' ?
Welcome Centre
Supporting Aspirations Connecting Dots
2 l$ M# E; t  _" l8 E
#335,TowerII
Millbourn Market Mall
7609-Millwoods Road
4 m/ B, G7 z( M) pEdmonton,AB T6K 3L6
$ O" f. r- l$ n. ^, K) S$ Y/ E- GPhone # 780-462-6924
Fax # 780-466-6594

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