Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
* }2 E* Q! |# l8 X  k. `assistance to apply for, let us know and we will arrange for an
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Level II - Call Centre Representatives (Permanent)
3 P  I$ T- T: g; I' P' J* s( DCompetition Number: 65A11 16
4 W. ^3 _" b2 M1 g! jJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job 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
(16-30) hours per week, Call Centre Representatives to work in the
Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ }+ [# F& ~9 N/ s$ 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.

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The 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
1 k+ i- e% r" W7 V/ }" ~delivering
' r+ P6 u" }& \: Vexcellent customer services by focusing on first call resolution.
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0 a: {6 d( A# B1 T! H' `/ fThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
3 O2 x5 s' {5 tSaturday
- e) y8 w7 Z3 ?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
2 V- z2 {' x) K; \$ B2 K  afor
scheduling purposes. Work schedule will fluctuate.


3 k0 d9 @$ P" D" T0 B( T; `8 P( @5 K
; b7 A/ J& U" P* j9 p7 FThis position is administered under the Canadian Energy Workers
9 N8 k1 f  h3 OAssociation
Collective Agreement, Job Posting provisions.
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4 M. i' F' r0 R/ W- t, _& }$ eRESPONSIBILITIES
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- Responsibilities included but are not limited to:
+ l8 D: Y8 L, i. Z7 \- Respond to customer residential, commercial and rural
, }/ E% i. H* F4 @2 _9 Qaccount/service
1 M4 E4 K6 E: G. Q5 Qinquires.
: r, \1 h- I; a$ @0 \: {- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
' Y% [/ |6 L4 _4 W& F% `' r( |decision-making
skills.
& `7 P$ R% }) u- \- Up sell, Cross sell and retain customers is mandatory.
7 }/ y* D% `6 j; u- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
8 J% A, l6 c, _+ j1 lusing a thorough knowledge of various rate structures.
% T* n- `0 v9 _7 C+ R: z* l8 U- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, 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.
3 V9 @6 y, x1 o% i- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
# Z' F; r" T: [* I' z: H* Y1 _6 b+ J* h. kcompliance
6 d2 p5 }% _1 H* N, \1 l; P% tplan.

! x+ `# _! w* _: Y! Z2 R$ E( uQUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
3 V, a0 r. F3 qworking knowledge of Windows XP.
- Proficient keyboarding skills.
; C! J" f+ T6 h+ }- Call Centre experience desirable.
+ O( E$ ^8 [+ S1 l6 n- Demonstrated reliability and ability to work rotating shifts.
6 g' W# \! Y& v. q" q- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
& j+ ]/ X+ N; s" K" E6 K* denvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
confidential information.
- Clear Criminal Record Check.

Good luck,

Karuna Bhavsar

Welcome Centre
7 H, H5 B, ?6 |: C% MSupporting Aspirations Connecting Dots
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#335,TowerII
Millbourn Market Mall
. S( L0 n/ H; Q) L! r) U7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
# f8 [* Y% a$ B/ p% j* {5 _Fax # 780-466-6594

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