Call centre representative-ATCO

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* u% m$ m, m' _1 r0 b1 z2 N/ e$ gappointment with one of the counselor.

0 p) w$ D, S* G: G5 sLevel II - Call Centre Representatives (Permanent)
# B3 _( p& [! ~# a+ G  `9 @$ XCompetition Number: 65A11 16
Job Category:Customer Service / Call Center
Posting Date: 4/7/20112:13:00 PM
5 g+ A* \  j' j8 B% y9 g( ?Closing Date:5/31/2011 4:30:00 PM
% A2 p+ [; Q8 Z$ n" EJob Location: Edmonton
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DESCRIPTION

; G) p, }$ f# q( H& N+ \AMENDED - 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
Call Centre located downtown Edmonton . The pay range is from $14.83 -
: `7 o" H+ ?- W7 O8 \& K- |$ 18.83 per hour.
Shift Differential: additional $0.80 per hour for hours worked on
Saturday, and $0.96 per hour for hours worked after 5:00 pm.
( ?) M$ g3 T2 I" `1 s9 I5 e5 G
$ P+ B+ t: l1 [' B% u9 U6 g7 B6 P
The Level II – Call Centre Representative assists customers by
, \3 r- ]6 e1 u$ {responding to
residential, commercial and rural account and/or service inquiries or
0 c' I6 E# ~8 f- n* Q  f8 Ncomplaints received by telephone. This role is responsible for
delivering
excellent customer services by focusing on first call resolution.

6 P  ^& K0 ~) ]; q# R$ }

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
' f( w7 |% u$ W9 ?7 ]7 [' qCentre employees must be available to work all hours of the Call Centre
5 J' V1 E- O4 M; b5 K! }2 j: rfor
- b; V! ~4 _1 D" V1 A: v% T7 Oscheduling purposes. Work schedule will fluctuate.

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2 v+ N, G% i; n" @2 m2 T5 iThis position is administered under the Canadian Energy Workers
Association
Collective Agreement, Job Posting provisions.

# _( l' @/ a+ c' k6 I6 ?! }* ?& c" a8 @RESPONSIBILITIES

- Responsibilities included but are not limited to:
- Respond to customer residential, commercial and rural
& N' h% M4 M# d# n8 A! a- Jaccount/service
5 f+ `5 t$ {, |+ |inquires.
# N. J+ M- i/ ]- Solve a wide range of customer issues in a dynamic, high volume
and
fast-paced environment using initiative, creativity and
decision-making
) Q  @2 X- F8 e8 R' ^: A5 N+ xskills.
- 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
! @$ R3 v5 d  j* Y0 X; S- mwhile
using a thorough knowledge of various rate structures.
2 h+ Y5 }  r* j) {- I) J& O, c2 M- Explain customer bills to a diverse audience.
$ c3 {  c( @$ K- Investigate, analyze and respond to inquiries concerning billed
amounts, account status and receipt of payments.
- Process customer account information in a measured real time
7 s" K& r' ^) henvironment.
- Provide caring customer service to all customers.
- Defuse potentially unproductive interactions with irate
customers.
9 g. x) F# m# J* [2 k' S3 s7 t- Respond to emergency customer service calls in potentially
! N% u& v3 Z. t# ~3 n  \life-threatening situations.
- Work with minimum supervision.
  `0 ]' E) p5 z9 [: Y- Understand and abide by governing legislation, codes and
' t6 h; e9 H3 p  e1 H; w1 \compliance
, t) D3 P" g6 R+ T9 r, y+ Cplan.
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8 U( F1 M) p: c6 s2 L3 [: MQUALIFICATIONS

- Grade 12 Diploma or equivalent (applicants will be required to
provide
proof of education)
/ x& t3 B  j) T4 S$ s* R- Successfully complete the Call Centre Simulation Assessment(s)
- b( C8 ?2 e2 v5 M. A" E+ G) N- Proficient skills in PC office applications (i.e. MS Word) and a
; [, }' }. u% m( yworking knowledge of Windows XP.
- Proficient keyboarding skills.
: Z7 q; ^+ [5 A: l/ P- Call Centre experience desirable.
- Demonstrated reliability and ability to work rotating shifts.
. s- ^) C, P, I  |1 o- Effective professional written and English verbal communication
skills.
9 _. S# B) d# X, g7 x- Flexibility to perform in a dynamic work environment.
; v( d% m' ^* Z; r. L# o" H- Positive interpersonal skills to thrive in team orientated
7 p5 `2 A; S* xenvironment!
- Accurate and attentive to detail. Strong mathematical aptitude.
* F* o  M5 B. T' I  r1 k- Demonstrated ability to work as a contributing team member.
+ g" _0 w$ z' m. X( s. [' E, l- Ability to apply appropriate judgment in the management of
confidential information.
! ~8 I" n+ _) \; p- Clear Criminal Record Check.

; J- Y% _* {& x) V, h, _9 j4 h! [Good luck,
! [6 A; C& ~) C1 ^" u  @+ `3 D
Karuna Bhavsar

Welcome Centre
- I: V7 a3 F' CSupporting Aspirations Connecting Dots

#335,TowerII
Millbourn Market Mall
; I8 u# u* N/ ]- f( a6 r7609-Millwoods Road
) H8 R  z- M# Y3 R/ t( D5 pEdmonton,AB T6K 3L6
1 n- f: L9 E9 k. D4 wPhone # 780-462-6924
% H- S" Z2 ~  W. q" V2 AFax # 780-466-6594

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