Call centre representative-ATCO

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) ]! q8 K- X# cassistance to apply for, let us know and we will arrange for an
' V" u& g5 T# z( uappointment with one of the counselor.

. e" {. g  ~. v. c5 q0 f6 kLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
) _; V: P2 L9 T1 f' EJob Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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DESCRIPTION

AMENDED - April 26, 2011
" ^" {- W+ E  V3 TATCO 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 $14.83 -
5 M7 w9 c0 d( w) m( D$ 18.83 per hour.
1 B0 Q- }0 {; J0 G- o6 }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
0 ]2 V: i: F! j& `3 rresidential, 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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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
* p3 |; Z% J+ P' E7 `1 dCentre employees must be available to work all hours of the Call Centre
# r% \( R/ w2 {& ^& y/ K7 Afor
scheduling purposes. Work schedule will fluctuate.
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This position is administered under the Canadian Energy Workers
Association
  H' x4 Q4 t- m( ]! K) {2 OCollective Agreement, Job Posting provisions.
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9 @( Z, i; h9 S9 xRESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
account/service
  F& D- d2 p- ^* h1 iinquires.
3 D. P" g8 O4 J4 g5 F- Solve a wide range of customer issues in a dynamic, high volume
* c: T1 Z: l/ @* {; b7 c5 w6 B' y4 ~9 aand
fast-paced environment using initiative, creativity and
decision-making
skills.
- Up sell, Cross sell and retain customers is mandatory.
1 h% e: l7 \8 v/ J- Provide information to customers relating to energy management.
- Calculate customer bills by performing complex rate calculations
while
1 R( J, d) R2 ?; Z- e6 Dusing a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
- Investigate, analyze and respond to inquiries concerning billed
* p& o; h) |: l( Wamounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
$ \: l- C5 ]9 @, _. y; a# M7 c- Provide caring customer service to all customers.
" L1 t! v# {: P; g2 Y- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
2 ?/ }, k1 ~, C1 d5 S8 ylife-threatening situations.
" ^5 R/ P  L+ j4 H, p- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
( L# d7 z8 G1 Xplan.
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0 S6 d5 ]# W3 z' P% O% CQUALIFICATIONS

2 g! t5 F) K7 E% ?- Grade 12 Diploma or equivalent (applicants will be required to
provide
# T7 q, U1 S5 B) qproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
6 I% _/ f7 H5 U& C( F& t- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
- Call Centre experience desirable.
8 D5 m0 d8 L- L8 ~) [1 l- Demonstrated reliability and ability to work rotating shifts.
  ^! [3 c3 s# J0 w- Effective professional written and English verbal communication
' L* w* p% |7 xskills.
" ]5 H" D0 [8 b& T/ `; Z% J- Flexibility to perform in a dynamic work environment.
- Positive interpersonal skills to thrive in team orientated
environment!
- Accurate and attentive to detail. Strong mathematical aptitude.
. O7 [9 F$ o$ M9 }8 Y2 P6 `- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
, J; P! L/ ^7 M& g# ?- `( k7 sconfidential information.
- Clear Criminal Record Check.

' o9 X) ]& m9 f* OGood luck,
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Karuna Bhavsar
6 H- `' Y! b# D3 A/ a- w
Welcome Centre
Supporting Aspirations Connecting Dots
. `& @6 I* B; z) A: x9 A8 v5 Q7 l
#335,TowerII
Millbourn Market Mall
0 L' ^, q2 t# V( {7609-Millwoods Road
( j8 c7 Y, V2 L; D# X- F+ hEdmonton,AB T6K 3L6
& O3 b6 V5 E: m. q' H+ A6 p& TPhone # 780-462-6924
Fax # 780-466-6594

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