Call centre representative-ATCO

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# A# T# f1 Y3 i. T3 `$ |Level II - Call Centre Representatives (Permanent)
* S& B. O+ g0 V3 DCompetition Number: 65A11 16
4 _  c) F& ~8 r% u0 `. z: aJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
1 H0 \- B. x* I: p: SJob Location: Edmonton

DESCRIPTION

0 }$ z9 ~$ l4 B  @) d( fAMENDED - 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
. {6 @4 y7 R. D+ B# xCall Centre located downtown Edmonton . The pay range is from $14.83 -
& @# M  k) p- q  |8 W$ 18.83 per hour.
8 [. t' i5 ^, X1 k% ~/ S/ tShift 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
delivering
3 u, `$ r) z: x& S8 ?excellent customer services by focusing on first call resolution.


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) ]9 @0 X9 g+ i4 ]The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
( d# d7 G+ K  w7 v2 n3 Z  {Saturday
1 J# m0 D- S( n3 t- F  n! V8:00 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
7 I  G; q0 [( X* w! O6 @for
4 L- o$ o1 s2 \" p! O7 s- d' j% ?scheduling purposes. Work schedule will fluctuate.

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This position is administered under the Canadian Energy Workers
Association
, h' [: p+ N, x: r3 SCollective Agreement, Job Posting provisions.

+ V8 u7 I* v* K8 ?, `0 e3 V1 SRESPONSIBILITIES

. q! p# B) N2 {8 ~8 v9 h- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
+ s( @( K( o8 j6 T$ maccount/service
: F0 Y. Y' p0 w, G, Einquires.
! ]) [) R  z) E; g6 f% C- Solve a wide range of customer issues in a dynamic, high volume
4 L' S2 G' i! @! Nand
% R9 ]% m0 [: W4 P" N- s2 h: Q/ z6 Wfast-paced environment using initiative, creativity and
  ?1 u8 U- K" ]6 c3 d1 g* I* Y% T( Bdecision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
# M& w" Y* f. O" W- y- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
; b. w7 n' {* w4 j/ J6 Rwhile
% y# a( I2 T# ]# W! n* h' F. m9 ]using a thorough knowledge of various rate structures.
2 v5 w5 ^2 b: S& z2 _5 U- Explain customer bills to a diverse audience.
  a! ]" Q) h# A& L! r- 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 G9 t  J" ?# w4 H$ _- Kenvironment.
- Provide caring customer service to all customers.
/ j# t4 V) u$ t! Y' r) o- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
. l/ @2 u4 L  m1 {life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
plan.

QUALIFICATIONS

0 c8 F3 [# s# ~4 [. y" j! p- Grade 12 Diploma or equivalent (applicants will be required to
5 l. y, ~( N( G* h2 z$ zprovide
- v7 F6 B7 W, |. K  r. {proof of education)
; a4 r+ W0 V9 J0 T+ Y" ?- Successfully complete the Call Centre Simulation Assessment(s)
" V" J5 o. V  w, c; T. d- Proficient skills in PC office applications (i.e. MS Word) and a
8 D* g0 v1 V' mworking knowledge of Windows XP.
1 E  v* r7 {# E. s8 [/ h/ L* K! q- Proficient keyboarding skills.
: ?0 {! e! m. h) b7 Y& N- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
. u( ?& d+ Q1 f+ ?9 B9 Q- Effective professional written and English verbal communication
& G- {$ f- }0 |9 \  ^+ C: _, c7 `skills.
- Flexibility to perform in a dynamic work environment.
+ R' W* K, s6 k; G3 r# f7 {- Positive interpersonal skills to thrive in team orientated
environment!
# s; q* R) E8 g- Accurate and attentive to detail. Strong mathematical aptitude.
$ ~: W; ~) t& n1 e! P8 }- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
# }' s) N9 {& P) X9 Hconfidential information.
- Clear Criminal Record Check.

; ?! R; q9 \9 {. P+ D. IGood luck,
& o- C& Z3 x6 T2 c
  \0 m9 ~4 z7 S/ YKaruna Bhavsar

' e' K2 O9 x# n& d3 [0 ^Welcome Centre
# p, r$ M1 ^) T9 S. Z3 \Supporting Aspirations Connecting Dots

#335,TowerII
2 u6 p+ C" H- X: XMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
- ]5 P' h- q  B3 u; dFax # 780-466-6594

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