Call centre representative-ATCO

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If you think it matches with your skills and experience and you need
* k5 E& v) C( t* Vassistance to apply for, let us know and we will arrange for an
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) B+ R" g7 S! W: o8 DLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
4 _5 t4 h. c9 Z* @- PClosing Date:5/31/2011 4:30:00 PM
Job Location: Edmonton
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0 A6 g! e- D8 j- {, _# L9 IDESCRIPTION
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AMENDED - April 26, 2011
5 b% o" v; u% b8 d  [ATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
. F! ~* Z" u1 SCall Centre located downtown Edmonton . The pay range is from $14.83 -
  k% Q/ e6 ]* s# \) {$ 18.83 per hour.
6 }$ a4 L2 d( P0 g& t5 R; e  [1 UShift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
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0 V+ C/ j! F* Y, U  K; r  ]& I
/ p1 h  v$ K; F: ~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
8 k% r+ U7 {- u" _delivering
; r/ u- l9 q6 T( q- xexcellent 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
Centre employees must be available to work all hours of the Call Centre
for
8 M9 h8 m% `: v/ O% s) Bscheduling purposes. Work schedule will fluctuate.

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( ]( A+ M* b( w% U) j) @This position is administered under the Canadian Energy Workers
: }5 g6 F2 w9 z& TAssociation
Collective Agreement, Job Posting provisions.

& r; O. E/ k# K. a3 C, T/ mRESPONSIBILITIES
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" b4 Q) s. A2 N- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
2 z9 s; d; J7 B& {) Jaccount/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
and
. x/ O, S% y( \- i& Ufast-paced environment using initiative, creativity and
, B$ X* E4 ]- m) o# V2 R2 cdecision-making
skills.
+ D& b. A8 m. d1 H0 y" B, ~- 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
" i4 A. K; z4 c; O& H# ~while
8 L2 [8 X1 r$ Y, D! `using a thorough knowledge of various rate structures.
- Explain customer bills to a diverse audience.
+ g5 j  [( e4 x# s1 r. a/ S# Z- Investigate, analyze and respond to inquiries concerning billed
& j" f; `7 K9 Q7 Y1 Wamounts, account status and receipt of payments.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
2 x4 g. I$ q; G9 u/ H3 n- Defuse potentially unproductive interactions with irate
( @5 F- D$ g, ?) ~& v, D# Pcustomers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
compliance
0 K9 `9 g+ e8 @: V2 u1 r9 `plan.
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QUALIFICATIONS
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- Grade 12 Diploma or equivalent (applicants will be required to
provide
( J/ c* \- g8 d7 x- v3 }1 z* J1 Qproof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
7 J# w! s! C, n  c- Proficient skills in PC office applications (i.e. MS Word) and a
) D+ k  c7 p8 [' S5 W" |working knowledge of Windows XP.
$ b7 g; h8 w2 Q2 a- Proficient keyboarding skills.
- Call Centre experience desirable.
# d$ V; f) }" p- Demonstrated reliability and ability to work rotating shifts.
& r( ?5 b( `( C( W& }. y! i- Effective professional written and English verbal communication
, V; O7 f5 a- L3 G) R5 H8 N  p9 hskills.
  D& m0 U+ R3 e1 ?$ F9 G- p- 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.
  T# j5 c' V4 ~  V- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
# ?: P; j2 M/ }* f# `confidential information.
- Clear Criminal Record Check.

Good luck,

3 `# Y  Q: V  I9 ~Karuna Bhavsar

- n- N9 X  k& ]Welcome Centre
$ @% i" X7 O: h" E4 ISupporting Aspirations Connecting Dots

* R% r& |2 ?( d; M$ ^; W# D#335,TowerII
1 Z% A5 E* H- p2 b, f1 w/ |6 HMillbourn Market Mall
7609-Millwoods Road
Edmonton,AB T6K 3L6
Phone # 780-462-6924
Fax # 780-466-6594

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