Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
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- B  w: G( j6 r, n2 E3 Fappointment with one of the counselor.
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% G' X( D$ n; b6 m3 ALevel II - Call Centre Representatives (Permanent)
9 m4 z- d8 H* P# i. eCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
, m$ a# ?  }) _Posting Date: 4/7/20112:13:00 PM
& E. M; ]0 O, R8 KClosing Date:5/31/2011 4:30:00 PM
, r! S1 @; y8 F) uJob Location: Edmonton
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DESCRIPTION

AMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
' t" e1 {( J& ^' F6 h# l5 b(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.
" r+ J& l6 P& e- t0 X# l" i% [Shift Differential: additional $0.80 per hour for hours worked on
/ Q. P) `3 `( B! T3 cSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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8 x- Q7 e. O2 o. o$ BThe Level II – Call Centre Representative assists customers by
responding to
3 h/ R/ q& k/ l& x7 B( [+ ^residential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.
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$ N! k( M; z+ _/ J7 |1 u
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
Centre employees must be available to work all hours of the Call Centre
7 j% {; D: f- I, Q. X# l1 c! afor
scheduling purposes. Work schedule will fluctuate.



! \- b$ Y& v- G; d) J6 ?9 T+ v. WThis position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

3 H1 \( X8 ]  E- pRESPONSIBILITIES
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- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
1 U$ {. P2 [8 _7 ~! e! qinquires.
, H8 s3 j- S! ~* u& i" ^- Solve a wide range of customer issues in a dynamic, high volume
and
4 g7 i2 J9 z1 F$ Efast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
' S$ U4 ~* R; w+ n5 q- Provide information to customers relating to energy management.
6 t$ L- k* Q% ^& E- Calculate customer bills by performing complex rate calculations
while
# d& U" ~/ `* b8 ?% L! husing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
+ `8 \& ~5 U* X& q6 s0 n5 j- 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.
- Respond to emergency customer service calls in potentially
1 w& k/ U3 h; k9 X3 r8 glife-threatening situations.
- Work with minimum supervision.
! i6 h+ W. b* L6 ?) b- Understand and abide by governing legislation, codes and
6 ^. e) w( `! G( Tcompliance
plan.
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# U9 z3 n* n: sQUALIFICATIONS

. L( L5 `- [4 g0 V- Grade 12 Diploma or equivalent (applicants will be required to
% g% z1 {0 A2 g( Mprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
9 j0 n0 d% [1 f4 D- Proficient keyboarding skills.
- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
# O, j* k0 @0 R3 nskills.
8 \0 s. O7 Y% }" h/ V  y- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
: R4 \7 c6 g: A6 }! |/ j. G4 senvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
- Demonstrated ability to work as a contributing team member.
# B7 }( K- j1 T0 B) m: g0 ~2 G- Ability to apply appropriate judgment in the management of
) O8 f3 n7 c7 g* ~confidential information.
- Clear Criminal Record Check.
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Good luck,
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Karuna Bhavsar
* O! P# L7 P2 ]1 _" t$ G3 q
* w" e( O, U$ g9 d! OWelcome Centre
) W% V; g! [# ^' }1 _Supporting Aspirations Connecting Dots
6 _; h: g* h' w3 V$ `/ R# I
#335,TowerII
5 n8 ^7 }: Z8 D6 w. QMillbourn Market Mall
7609-Millwoods Road
6 p' ?7 Y. l) j: `5 gEdmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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