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If you think it matches with your skills and experience and you need
! I/ r, H) K/ M6 C, o* Gassistance to apply for, let us know and we will arrange for an7 X$ B0 g$ ]; o; c* H- R
appointment with one of the counselor.
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Level II - Call Centre Representatives (Permanent)
4 |4 l6 }( D& D2 G4 a' xCompetition Number: 65A11 16
' Y& u t5 M* V- B2 FJob Category:Customer Service / Call Center . L6 N# {: J% g% G
Posting Date: 4/7/20112:13:00 PM
2 |# s; p" B& @4 E- R y" o, m4 }Closing Date:5/31/2011 4:30:00 PM 7 ~; v# }: `. \
Job Location: Edmonton4 _1 |# t7 T# A1 Z. b
# j8 r, ^$ J; _- ?DESCRIPTION
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* H& Y1 q* h. KAMENDED - April 26, 2011
7 E* ^0 y. C8 ]4 nATCO I-Tek is currently recruiting qualified permanent part-time
+ p' s4 |0 y1 w i+ T6 { [7 C! `/ `(16-30) hours per week, Call Centre Representatives to work in the0 K( i9 W& Y0 y6 ~
Call Centre located downtown Edmonton . The pay range is from $14.83 -8 a) F- j& e, x
$ 18.83 per hour. 5 E% i8 Y( [9 q/ J ^: B7 p' g
Shift Differential: additional $0.80 per hour for hours worked on
1 L* o* N* Y- F) ZSaturday, and $0.96 per hour for hours worked after 5:00 pm.* _3 A) ^$ Q; f) l9 W
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( V: P4 g: X& t: Q/ h7 G- VThe Level II – Call Centre Representative assists customers by9 e( B+ G! c. M6 u2 @- J z3 f
responding to- L$ p" r3 f( V! Z: r9 u5 G1 p& z8 u
residential, commercial and rural account and/or service inquiries or
3 k' @3 Y: h" d# ?0 H9 P! Mcomplaints received by telephone. This role is responsible for2 \$ G9 x% e$ N; r- T
delivering0 b- M! h1 C4 X2 z) S
excellent customer services by focusing on first call resolution.
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The Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
' w" x, g+ k4 e; W! q w7 Z; BSaturday
0 K0 \) e. g/ b5 g2 O0 o8:00 am - 4:30 pm. Closed Sunday, and ATCO Stat holidays. All Call
# a& ]6 A2 \0 R- m8 \7 Y8 H H4 dCentre employees must be available to work all hours of the Call Centre
$ P- ?' @9 `1 P2 g7 hfor: ^: B3 H0 A/ r. g
scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers( m. s( l0 {" C( k, N
Association
( m2 q' o. _/ h! ?: l; l9 rCollective Agreement, Job Posting provisions.6 M3 t$ g8 U4 \6 g" H* ~
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RESPONSIBILITIES( F/ J7 j& h+ c5 v7 p5 r" ?- R$ N
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- Responsibilities included but are not limited to:
: F7 C. |: K' i3 h- Respond to customer residential, commercial and rural
; \: T( l9 z3 [- l4 i0 Yaccount/service
" i' a E) l0 }+ n( i D' G! ] z/ _inquires.1 K" z/ }& Q5 D3 k
- Solve a wide range of customer issues in a dynamic, high volume
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fast-paced environment using initiative, creativity and
( G, q: {! x) h3 l- z9 M+ \decision-making( D: D/ R5 {* e H
skills./ T8 E2 |1 V8 |3 k2 ^
- Up sell, Cross sell and retain customers is mandatory.
+ ^+ C4 C- R1 G7 g. e3 v- Provide information to customers relating to energy management.! e2 }/ m `. M7 K
- Calculate customer bills by performing complex rate calculations8 p5 v- Y$ Q- X4 Y( w7 _4 C
while
: ~- j( E3 Q+ p2 B4 \4 W7 N ausing a thorough knowledge of various rate structures.
; {; g/ r+ U$ K& e- Explain customer bills to a diverse audience.3 {2 \9 B* X9 g. e" b+ i' V- B
- Investigate, analyze and respond to inquiries concerning billed
1 q$ r6 }) C, f% T7 x2 Kamounts, account status and receipt of payments.0 \0 l: L' K4 w& p! {- d9 z' w
- Process customer account information in a measured real time
. M$ z6 v! p, u @" r% y! aenvironment.
j( e. |: j5 i' M3 @0 X7 _- Provide caring customer service to all customers.5 V! J) a t: I5 U$ L- ]
- Defuse potentially unproductive interactions with irate
- {5 h) m n3 ^+ E8 R. icustomers.+ M4 i# G4 b3 z- Q# s$ \
- Respond to emergency customer service calls in potentially
! n g; R6 A. R2 Flife-threatening situations.
' M$ m2 a* P9 \( w- y8 s+ U# ` X- Work with minimum supervision.
; k0 v/ ]/ j, I3 I3 K d9 t2 Z- Understand and abide by governing legislation, codes and
1 V6 q/ L' l1 g0 X7 acompliance
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& |6 K* {$ C6 ?1 v6 NQUALIFICATIONS
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( b; a$ K6 @8 J- Grade 12 Diploma or equivalent (applicants will be required to
) ], R3 I& v2 P& G2 K% {provide
# ~! N0 r- N/ S4 l' c/ \proof of education)% @9 n/ U3 D; b; n! i: \
- Successfully complete the Call Centre Simulation Assessment(s)! }' g$ r2 Q& U( l. `
- Proficient skills in PC office applications (i.e. MS Word) and a/ q& B2 g J) n5 p2 a2 a
working knowledge of Windows XP.' g! `) @ z, O% U5 h6 M& o
- Proficient keyboarding skills.
; g' I$ f% j" L7 t- Call Centre experience desirable.9 L/ r, n* p+ S2 b
- Demonstrated reliability and ability to work rotating shifts.
( n4 ~/ ^2 T3 t4 o- Effective professional written and English verbal communication& g) ^7 y5 C' i3 ]* a9 n6 I0 q
skills.
! E, k& h2 Q1 M1 ~, b- Flexibility to perform in a dynamic work environment.
# C @% a) l4 w2 i7 j2 R, Q- Positive interpersonal skills to thrive in team orientated3 s9 `8 M9 e" r3 b/ M9 ~- |
environment!: K$ t" r. F1 R( E+ w: Z
- Accurate and attentive to detail. Strong mathematical aptitude.! ]! V/ M: q/ w& F( ^
- Demonstrated ability to work as a contributing team member.2 M* t+ |. _& y$ ?! o3 W
- Ability to apply appropriate judgment in the management of) ?7 @+ C( Z m4 {6 f+ S! b
confidential information.8 M- N1 G9 L3 S& O$ A
- Clear Criminal Record Check.& N& g) `4 i) V; A# }4 t) z0 S
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Good luck,, j9 ^, n2 S p- C) w
4 z% F7 z8 H, X2 s
Karuna Bhavsar
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! x. ]- B8 k6 _/ F% \Welcome Centre
; w# w* t2 W$ \Supporting Aspirations Connecting Dots/ x2 d3 c3 {, a8 L7 R( S# h
$ h: i5 n) B# `1 {3 Q& \- z$ y#335,TowerII
+ H" y$ C% h( ~* l: K; vMillbourn Market Mall) V2 B( C# r1 V1 J. T! q
7609-Millwoods Road
`8 H; \2 I2 B! m% EEdmonton,AB T6K 3L6
. b$ S8 N1 q) p2 H- p2 D5 K1 {Phone # 780-462-6924
' L/ s, s* @" ?6 h/ {/ L; mFax # 780-466-6594 |
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