Call centre representative-ATCO

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Level II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
5 }1 x1 R1 t! M8 x" {( ~/ K6 E9 YPosting Date: 4/7/20112:13:00 PM
9 n9 f: \& `1 s( R7 C, FClosing Date:5/31/2011 4:30:00 PM
, f2 u! H9 F5 z6 [( B1 @+ @1 {Job Location: Edmonton

& ]  B, B6 k: |% FDESCRIPTION
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AMENDED - April 26, 2011
8 K4 }" \- m- x4 R- V* YATCO 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 -
$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
) u% {2 L" p& WSaturday, and $0.96 per hour for hours worked after 5:00 pm.
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7 D8 }7 U- M4 r: b
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
" g. _' U' U' v& J: C3 Bdelivering
0 I; j; O  Y- m) N; R/ o" Eexcellent 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
Saturday
9 W7 G0 l6 W- j9 j8:00 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
for
- X0 s& p  @& R- ?4 vscheduling purposes. Work schedule will fluctuate.

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This position is administered under the Canadian Energy Workers
Association
* B7 ~: D, D4 |# L$ CCollective Agreement, Job Posting provisions.

RESPONSIBILITIES
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# q9 o. |2 G; @' c- Responsibilities included but are not limited to:
, o# J* i; t- @  x& K' W" g- Respond to customer residential, commercial and rural
account/service
" H- y% M8 |. C; i' f* ?9 ^inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
' R8 M. h, k, B& V) u/ l& afast-paced environment using initiative, creativity and
% y& K) K7 }1 [( s+ T: V) |decision-making
9 |# W% ~. ]0 C- |4 m6 `skills.
0 O/ A: ^* ~  L3 y. Y; ?- Up sell, Cross sell and retain customers is mandatory.
8 v2 c, s1 V1 e  [% ^- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
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using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
& e) u( }4 M# i5 k5 p9 C! I- Process customer account information in a measured real time
. g% z# i/ v: C$ genvironment.
* h; C7 d4 \' t8 X1 Y8 M/ y- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
+ s" Q9 u5 N# Y$ B* O- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
* t$ }6 n' o  q: t, H) u: Lplan.

QUALIFICATIONS
4 A# x* k: D+ A" k! W
8 {) h& c9 R. L0 \* w& G+ ]- Grade 12 Diploma or equivalent (applicants will be required to
  M" }% }% F% y' qprovide
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.
* a) l/ k( K9 ^2 h( V- Proficient keyboarding skills.
- Call Centre experience desirable.
+ v- H: g% Y2 v0 ~" T. R$ B) g, l- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
4 [+ N& O! x" G, b4 hskills.
" E# Y0 b5 X4 |( f$ v; A0 q- Flexibility to perform in a dynamic work environment.
+ Z6 a3 G( M8 W0 j3 X( j- Positive interpersonal skills to thrive in team orientated
environment!
" C( j5 S- z1 ]- y- 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
3 g. w- j$ I: r5 Qconfidential information.
% r) F* o5 ^* i. c' r& A- Clear Criminal Record Check.

) |+ c+ r0 a. f$ q' e( dGood luck,
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, D+ ~+ ]; b/ J+ e- o0 VKaruna Bhavsar
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5 [, _( B* }1 `6 R" R, rWelcome Centre
Supporting Aspirations Connecting Dots

! j- e4 k* {3 ^$ T8 I3 ?! S#335,TowerII
7 R9 w* P" e* C8 EMillbourn Market Mall
/ p1 p: @& V5 j3 }5 g& y1 K, g9 `) A7609-Millwoods Road
1 G' i' R) z3 ^- l7 L; CEdmonton,AB T6K 3L6
Phone # 780-462-6924
6 R; J# ]' D9 l) w9 M) P- VFax # 780-466-6594

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