Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
& [. @! i8 D9 Jassistance to apply for, let us know and we will arrange for an
! {# T) X0 J: g. `6 Tappointment with one of the counselor.

8 E+ D9 W  |6 J5 A" ]: |Level II - Call Centre Representatives (Permanent)
1 j3 _. o0 P# b3 x/ XCompetition Number: 65A11 16
/ S, r0 \% I3 e6 dJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
  C; d  [0 ]; s* @Job Location: Edmonton
: k; `9 \0 _2 S8 Z
, P) I; Y  O* `DESCRIPTION
" {8 ?1 h# V1 \) q  R+ D2 }
AMENDED - April 26, 2011
. R9 W& F8 Y: @8 `ATCO I-Tek is currently recruiting qualified permanent part-time
2 g/ Q, T- _) m% }/ g# h0 t(16-30) hours per week, Call Centre Representatives to work in the
8 [5 a6 e  c$ c5 x; @Call Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
9 F% `, U9 o! t- ^2 v( I# D( }Shift Differential: additional $0.80 per hour for hours worked on
2 I! f: y5 ]! f) A! h- JSaturday, and $0.96 per hour for hours worked after 5:00 pm.


6 i/ ^2 d! J/ h7 ]5 g' f- u1 PThe Level II – Call Centre Representative assists customers by
responding to
residential, commercial and rural account and/or service inquiries or
6 Q! T$ w' {- C: Y8 k3 ocomplaints received by telephone. This role is responsible for
delivering
. c0 Z% V: n6 _excellent customer services by focusing on first call resolution.

7 U/ p: W  r4 s: S  p; h1 _
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1 B. t& a5 Z4 c3 {+ Z' E  UThe 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
$ n1 s9 e/ G: ], F1 A; R/ _0 c2 w! MCentre employees must be available to work all hours of the Call Centre
for
, g- O0 H8 w* Y' B: q+ P, Hscheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
% V7 n+ w5 d8 `. aAssociation
Collective Agreement, Job Posting provisions.

RESPONSIBILITIES
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- Responsibilities included but are not limited to:
1 h( b, N; v1 E9 O# j  Z- Respond to customer residential, commercial and rural
* v5 ~% P7 Z' d% raccount/service
& O* i1 }, `) B/ T$ Tinquires.
- Solve a wide range of customer issues in a dynamic, high volume
3 s% X9 ]5 a4 g) G2 s/ Jand
* z$ X3 Z* m3 T. Pfast-paced environment using initiative, creativity and
9 p% ~) e( [! O5 Idecision-making
skills.
3 l0 n2 Q, S/ A- w+ ?( b  u- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
5 L9 ]$ b3 w: c& q/ Z  S/ Z: X4 J- Calculate customer bills by performing complex rate calculations
while
" ^2 g3 H. l# F2 O" q, V- A7 o5 tusing 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.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
  @9 P  m9 c! i9 T; X  `7 |0 ~5 h$ Vcustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
: S" `$ z1 R/ j- P7 t2 q# F- Understand and abide by governing legislation, codes and
  N- J' l  w. n: ]- r0 d0 H: wcompliance
plan.
  h! s4 Q  |! a. P
QUALIFICATIONS
6 F% p, \% [$ M9 j+ t, |
! L- z8 B6 k5 x; l0 A- Grade 12 Diploma or equivalent (applicants will be required to
! A- c: ^$ h. g" G, K# o$ Yprovide
proof of education)
* W6 L, u& ?9 E9 \* ?- Successfully complete the Call Centre Simulation Assessment(s)
+ n1 g& k% b# S, d  Q- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
6 M" B: j( B2 `1 t/ l, H) d- Proficient keyboarding skills.
4 h6 L# _( }, Q, A+ ^: r) e! M: _- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
$ z2 {* {/ s5 V- Effective professional written and English verbal communication
0 Y2 L" y3 ?$ p* _6 ^- u# pskills.
- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
( z' l& t9 N' c* q! H. G. Cenvironment!
% {2 F2 {! c. S$ h8 y9 F8 z  W. m- Accurate and attentive to detail. Strong mathematical aptitude.
8 V! z- s& S4 a1 s9 d( v4 G- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
7 ^: Q9 i$ n7 @* I: e! Y" kconfidential information.
, R/ ~% B: {7 z! ]1 i- Clear Criminal Record Check.

Good luck,
4 G) j& a9 g5 u6 x( [4 D
Karuna Bhavsar

% D! O  r. P" P$ c. J! [# U3 e8 gWelcome Centre
Supporting Aspirations Connecting Dots
/ L- i( S  d  J3 x- p/ [
#335,TowerII
  _3 ]' `/ ~$ `. u  Y/ iMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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