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If you think it matches with your skills and experience and you need# g" o* \1 [; k: S f4 R9 `+ }
assistance to apply for, let us know and we will arrange for an
. r$ H; y6 C, j# A4 q9 oappointment with one of the counselor. ' g2 a% p: L: ~/ J# _" l
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Level II - Call Centre Representatives (Permanent) * w2 Y/ k/ l2 y' Y' R0 y3 h
Competition Number: 65A11 16. q h$ @0 a9 Q( l/ |9 G' Q
Job Category:Customer Service / Call Center ) C! B5 \9 x* n3 w- D
Posting Date: 4/7/20112:13:00 PM6 ?: t. W/ a6 f6 m1 U K
Closing Date:5/31/2011 4:30:00 PM
" b5 }3 Q) w( k3 b/ o5 W+ B JJob Location: Edmonton: q9 Q2 i; }, w) ?
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DESCRIPTION C& m5 ]* v' A
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AMENDED - April 26, 20110 R; P. `: m, C# t: ?7 z
ATCO I-Tek is currently recruiting qualified permanent part-time, g+ `6 G1 R- Z. P X7 n
(16-30) hours per week, Call Centre Representatives to work in the; G( z* t# r1 `2 ]
Call Centre located downtown Edmonton . The pay range is from $14.83 -
9 m$ K9 ~/ w8 K. H3 b) [& j5 G$ 18.83 per hour.
% e. m. Y) h6 PShift Differential: additional $0.80 per hour for hours worked on5 k- I2 T) z2 _, e6 m
Saturday, and $0.96 per hour for hours worked after 5:00 pm.) }# d/ |" a# i
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The Level II – Call Centre Representative assists customers by
4 l7 H7 _9 o |1 i% T6 ?$ j. `$ _; \responding to6 y/ \2 x% n1 v; K s8 D9 K
residential, commercial and rural account and/or service inquiries or+ |( @0 c5 H9 A9 [2 G' }
complaints received by telephone. This role is responsible for
1 a8 f% a! x L/ g& |delivering
/ z( C% f! T4 @; ~( s+ rexcellent customer services by focusing on first call resolution.
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, J! L! i _1 W/ x/ Y- dThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
5 i+ U/ B" j. A5 YSaturday. z) B& H% d' P6 a) R1 a1 }1 W
8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call- K6 M, E( |. @8 X; o) d- q
Centre employees must be available to work all hours of the Call Centre
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scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
( A; W# ]& B* C' ]% e" |9 ~Association8 w/ C1 t' m- O* I+ b& f% T
Collective Agreement, Job Posting provisions.( q- `6 `8 }& @
9 J/ M) _+ m6 U4 c8 F9 b( KRESPONSIBILITIES
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- Responsibilities included but are not limited to:
& {! l+ y/ Z8 { a% t; N- Respond to customer residential, commercial and rural
" M& o4 K( @+ a' Q( Maccount/service) B3 U: H- {) i
inquires.
t. Z {: q0 y4 t* ~- Solve a wide range of customer issues in a dynamic, high volume
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fast-paced environment using initiative, creativity and
8 R: d$ h: P& \8 v2 O( O8 Jdecision-making* {: y+ R1 f5 p
skills.$ a6 C0 t$ p% K, e$ A: ^( U. M% X7 a
- Up sell, Cross sell and retain customers is mandatory.
. X) w5 B- U, U& K; G! g5 l- Provide information to customers relating to energy management.
6 y' }! q, e9 w8 L* r9 m- Calculate customer bills by performing complex rate calculations
" a- L1 k$ e. q! [while
' c' `( Y# b4 y- P& tusing a thorough knowledge of various rate structures.+ [6 m9 I5 d& w; S2 V
- Explain customer bills to a diverse audience.; Q% N, \' W5 U8 P
- Investigate, analyze and respond to inquiries concerning billed
v- Y; _4 i. u8 `9 b5 f1 Pamounts, account status and receipt of payments." A1 {( D) Y9 l9 B: E& @5 X4 J
- Process customer account information in a measured real time
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- Provide caring customer service to all customers.4 w% ]& N% r# ^# Y
- Defuse potentially unproductive interactions with irate7 ~+ N% n1 D8 Q1 J& X W9 f
customers.. _" z! ?* B3 z
- Respond to emergency customer service calls in potentially
5 E- U3 I; J; n7 n ~6 r. y N. d, slife-threatening situations.1 \( A" ?1 G ]3 C2 S
- Work with minimum supervision.
7 s0 B1 x. I& S8 x% j- Understand and abide by governing legislation, codes and! F; U; C! B& i/ E; Q
compliance7 K+ q) v6 G( e% c$ y3 e
plan.
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, p3 s+ F# c/ f. _: t: \! a) kQUALIFICATIONS+ w. R' U& D' R- x+ A% n( Y* L
& i! a: _0 i5 a0 _# q- Grade 12 Diploma or equivalent (applicants will be required to8 n3 o- q% Y! Z( H& H
provide: y* O* s$ H0 m( |! H, {' o
proof of education)' _1 V) W: H; w3 z1 D, {- p, Z
- Successfully complete the Call Centre Simulation Assessment(s)
6 Y7 L+ ]; R5 p- Proficient skills in PC office applications (i.e. MS Word) and a! e; ?) |" }. x* J+ v& A" J
working knowledge of Windows XP.& {- Q; x6 y) K6 R
- Proficient keyboarding skills.
4 \4 R6 g5 E m* E' l, K+ e- Call Centre experience desirable.5 s9 S; W* q) L" g1 K1 }+ `( P
- Demonstrated reliability and ability to work rotating shifts.2 _; i: n6 ] T, U [
- Effective professional written and English verbal communication
$ B3 B$ z; B `) V3 t6 e v0 Uskills.
* K# {+ [8 o: g9 ]" d( A/ o8 |- Flexibility to perform in a dynamic work environment.' B. B) D! ^7 f: h \7 X: B3 E0 q8 {
- Positive interpersonal skills to thrive in team orientated" X& S* M* k: M( o' C
environment!
. H, K' M% t& j- Accurate and attentive to detail. Strong mathematical aptitude.
U4 n- Z" N+ z4 O- Demonstrated ability to work as a contributing team member.
( y% ]1 i, |: \) T- Ability to apply appropriate judgment in the management of
; }0 B& \+ R2 G2 wconfidential information.
. k% [ X" _% Q- Clear Criminal Record Check.2 ^- E& d; n' J( E$ u2 B0 o9 }
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Good luck,
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% C, D- S0 T5 _% _+ z1 P) F6 OKaruna Bhavsar
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1 Y0 e5 s) q7 T6 h! H+ dWelcome Centre
; F e' m0 V9 [Supporting Aspirations Connecting Dots$ S) \! {: ^. S) i) V/ {
$ I! E) n# C) V. `" A* T#335,TowerII
+ F+ @+ t+ R) E5 O1 CMillbourn Market Mall
$ I2 y% O5 C8 N* s7609-Millwoods Road o$ s) G" E. }; j" R
Edmonton,AB T6K 3L6 @/ g0 `) v' L+ w4 |
Phone # 780-462-6924! D- c& g L! j1 x6 m5 t
Fax # 780-466-6594 |
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