Call centre representative-ATCO

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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
  D' L& @# S* }9 p; V9 U5 Z8 m- Pappointment with one of the counselor.

. m4 z8 {$ @1 U9 X3 o4 zLevel II - Call Centre Representatives (Permanent)
Competition Number: 65A11 16
Job Category:Customer Service / Call Center
/ o6 ?- O/ l% A3 V3 G9 Y) PPosting Date: 4/7/20112:13:00 PM
Closing Date:5/31/2011 4:30:00 PM
9 ]( Z2 ]1 E* J, \# C9 M' cJob Location: Edmonton

2 Y. p9 v4 }9 @* ]1 @, f4 y0 K4 WDESCRIPTION

" {! v0 `* B/ SAMENDED - April 26, 2011
ATCO I-Tek is currently recruiting qualified permanent part-time
(16-30) hours per week, Call Centre Representatives to work in the
, ]7 k: C% _7 j  r. o) M& C/ {& QCall Centre located downtown Edmonton . The pay range is from $14.83 -
$ 18.83 per hour.
8 n1 A, U6 @: \3 tShift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
( F) Z! }1 G& n6 S/ q) s

" `6 I) \: t) Q2 a: c/ k- lThe Level II – Call Centre Representative assists customers by
responding to
" Z# Z: g7 y, M9 ]) Q* iresidential, 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.



! s3 i  ~( v0 i- O. eThe Call Centre hours are Monday - Friday; 7:00 am - 9:00 pm, and
0 b/ Q9 F- t# h+ Y2 p! d5 ]* u( zSaturday
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.
0 P$ l8 ?# s$ E& N/ B
# R1 k4 H! v0 v/ T/ M: Q0 w/ ~
- }7 u" F' X7 ]
& u7 q9 B9 w" ~This position is administered under the Canadian Energy Workers
) _6 M+ z9 `/ d# U- w9 gAssociation
" u" c% ^) w: V9 q6 P) fCollective Agreement, Job Posting provisions.

RESPONSIBILITIES

- Responsibilities included but are not limited to:
7 Z, C3 U7 L5 E3 s7 A  i4 n% U, |- Respond to customer residential, commercial and rural
account/service
inquires.
- Solve a wide range of customer issues in a dynamic, high volume
% L0 x: X6 D/ Z5 W/ o) W% ^- Yand
fast-paced environment using initiative, creativity and
1 d) I/ F1 V! edecision-making
skills.
# s! F& h: x( g0 s( m- Up sell, Cross sell and retain customers is mandatory.
" F; \1 e! R6 d1 g: j- Provide information to customers relating to energy management.
0 d  `0 s( k) {+ Y4 @2 B6 a- Calculate customer bills by performing complex rate calculations
while
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.
- Process customer account information in a measured real time
environment.
- Provide caring customer service to all customers.
- |# R# U. H- T1 O- Defuse potentially unproductive interactions with irate
customers.
- Respond to emergency customer service calls in potentially
life-threatening situations.
5 r% e5 P* p  H) t+ X6 G4 U' h% ~- Work with minimum supervision.
- Understand and abide by governing legislation, codes and
. o  l8 C; ~$ t, v2 |4 Wcompliance
plan.

QUALIFICATIONS

, ?, l2 e6 a4 u8 R- Grade 12 Diploma or equivalent (applicants will be required to
& c* i, i/ @. U/ zprovide
proof of education)
- Successfully complete the Call Centre Simulation Assessment(s)
& u3 n: N+ _% L% k, [( K# A- Proficient skills in PC office applications (i.e. MS Word) and a
working knowledge of Windows XP.
- Proficient keyboarding skills.
* y  t: S3 V& r0 H- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
6 W; c2 G3 b7 c- Effective professional written and English verbal communication
skills.
- Flexibility to perform in a dynamic work environment.
6 O7 `$ \* ^2 W& h/ t- Positive interpersonal skills to thrive in team orientated
, u# Z' j1 b+ x) {; [environment!
2 w/ v2 q  J( b- Accurate and attentive to detail. Strong mathematical aptitude.
3 a4 q  k# g! ^' {' k0 F4 d- Demonstrated ability to work as a contributing team member.
- Ability to apply appropriate judgment in the management of
confidential information.
8 K) O- G# S3 z6 N- Clear Criminal Record Check.
% p* E8 k; D- A9 B2 M
Good luck,

Karuna Bhavsar
3 k8 F4 r" i' D
+ p% N# e$ n$ iWelcome Centre
Supporting Aspirations Connecting Dots
3 y5 g( N8 C" X7 d. e( C5 |
#335,TowerII
Millbourn Market Mall
4 N- t- I5 D  Y7609-Millwoods Road
4 ]3 C; \9 N' R. D6 P  M" U1 K5 LEdmonton,AB T6K 3L6
! J$ |' i# z4 a% O- H+ hPhone # 780-462-6924
( q! P: I! M8 C" i. vFax # 780-466-6594

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