Call centre representative-ATCO

又见炊烟

If you think it matches with your skills and experience and you need
assistance to apply for, let us know and we will arrange for an
4 f$ @! E. t2 T# ?0 i5 Rappointment with one of the counselor.
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' e4 N4 q9 z- F! M  c, X7 mLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
( |7 s( r9 g  ~7 g) s% FJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
; ~& n2 R3 C5 g$ J1 N& eJob Location: Edmonton

' ^; I* s! D5 l; ^. {$ F1 a5 ODESCRIPTION

( j" c3 N0 N4 T2 O6 H* ^9 SAMENDED - April 26, 2011
) k, p6 ?/ Z" p, d) fATCO I-Tek is currently recruiting qualified permanent part-time
2 v! {- Q. b  J5 K8 D$ v(16-30) hours per week, Call Centre Representatives to work in the
" f' e9 z4 D( k# @3 N9 \% M: ^  CCall Centre located downtown Edmonton . The pay range is from $14.83 -
( i$ B9 h# @% r  t- g: _$ 18.83 per hour.
* H8 I4 D. g1 g* y& _Shift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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The Level II – Call Centre Representative assists customers by
responding to
4 c. F4 C0 ^) A& Z9 h  xresidential, commercial and rural account and/or service inquiries or
complaints received by telephone. This role is responsible for
delivering
- g+ I/ G' Z5 ~3 |% H/ dexcellent customer services by focusing on first call resolution.
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# f: d5 @6 a; @$ QThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
! b! k8 {; f, N: \6 }4 O8 cSaturday
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
for
scheduling purposes. Work schedule will fluctuate.

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This position is administered under the Canadian Energy Workers
5 m& h; P$ T! X# R$ p/ iAssociation
Collective Agreement, Job Posting provisions.
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1 s6 {3 v/ d0 ?" l  CRESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
inquires.
9 \- ]$ t2 n0 \0 E+ _- Solve a wide range of customer issues in a dynamic, high volume
. \7 H0 z! u3 {" m8 Vand
/ x1 ]" }" d5 l( R- B/ ?7 s; `fast-paced environment using initiative, creativity and
decision-making
% E+ m; C8 ?; g3 ~( eskills.
- Up sell, Cross sell and retain customers is mandatory.
- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
2 `+ f; W$ d, O7 Q- k. {8 ywhile
4 u! `8 d3 ^+ R1 A3 Fusing a thorough knowledge of various rate structures.
, {6 Z; ]7 n/ l. c# T! H- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
+ E7 M/ ^) ]: c! tamounts, account status and receipt of payments.
- Process customer account information in a measured real time
+ k4 f0 y, S: [# E! Lenvironment.
9 r$ k) V& ^0 X& R  Z- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
1 }9 I$ z  {( N( u  G- Respond to emergency customer service calls in potentially
/ E8 }, t/ T% r8 I# a  p+ Qlife-threatening situations.
- Work with minimum supervision.
8 \! S* K9 K# M% A- Understand and abide by governing legislation, codes and
compliance
9 u$ }* g' B# x, S6 Pplan.

( d* _) x4 L; I3 G5 t5 H% fQUALIFICATIONS

' h# r2 @5 n. z: v+ d- Grade 12 Diploma or equivalent (applicants will be required to
% X2 r! Q! u) g3 C; Y( Kprovide
proof of education)
$ K! U0 @% N1 ?- 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.
- Proficient keyboarding skills.
- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
- Effective professional written and English verbal communication
skills.
2 h# x$ \( G1 ~$ g; D9 ]. `- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
9 S- S: }1 L* `% ?) r# l; Z# c- Accurate and attentive to detail. Strong mathematical aptitude.
2 ?3 j& K0 Z6 N" ~5 u; P- Demonstrated ability to work as a contributing team member.
& D( H6 b) J( h8 g- Ability to apply appropriate judgment in the management of
# `8 R$ [9 f) B3 g) [' kconfidential information.
- Clear Criminal Record Check.
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Good luck,

% y. s/ C" y# x2 K/ x3 @Karuna Bhavsar
3 J: l* ?8 K0 J3 T( m$ o* g
4 T2 H, ]: Z9 \8 x4 I% [. `Welcome Centre
; M4 i$ W  L& c- z$ k. I0 k+ X- ISupporting Aspirations Connecting Dots

#335,TowerII
* V+ f1 s* o' v/ _* h% _% J4 K) ]Millbourn Market Mall
7609-Millwoods Road
. t" d! w" ?9 B% }- z  EEdmonton,AB T6K 3L6
2 j  I' S& X. EPhone # 780-462-6924
5 H1 {$ w# W) Q& jFax # 780-466-6594

flyingpig

这倒是个练习口语的好机会

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