Customer Service Accounts Rep 7 - Vancouver, Canada - BC Hydro

BC Hydro

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Powered by water... and by people like you

Providing clean electricity to 4 million customers takes a diverse workforce and that's where you come
in. We need your talent to help us build major projects to meet growing demand. To help our
customers find clean energy solutions for their homes and businesses and to be ready to respond
during storms and outages to keep our system reliable.

Working for BC Hydro is meaningful. And now, the stakes have been raised as we work towards a
solution to climate change while safely providing clean, affordable electricity to our customers.

We offer a healthy work life balance, training opportunities and career progression. We're proud to be
ranked as one of B.C.'s Top Employers and one of Canada's Best Diversity Employers. Join us as we
build an even cleaner B.C.

JOB DESCRIPTION

Duties:

Provides BC Hydro customers with a reliable customer experience by responding to customer

enquiries and requests through multiple service channels. Provides support on various collection
and credit activities.

Responds to customer enquiries and requests through multiple service channels. Refers

customer enquiries to other Customer Service team members or BC Hydro departments as
required.

Identifies customer's issue and nature of enquiry by gathering and reviewing information from

various resources. Provides customers with an explanation of situation in an attempt to resolve
customer enquiries or concerns. Escalates customer issue or complaint to other Customer Service
Contact Centre team members for resolution as required.

Processes customer transactions accurately per customer's request. Ensures customer's

enquiries have been addressed.

Collects funds owing on customer accounts. Contacts customers to advise of pending

disconnections. Negotiates payment arrangements and negotiates resolution to disputes with
customers.

Reviews and processes credit reviews, insolvencies and security deposits. Prepares credit

related documentation. Discusses customer account information with Legal department as
required.

Coordinates the disconnect and restoration of meters for nonpay and nonsign. Followsup with

appropriate parties on failed disconnections.

Supports the credit administration process by performing such duties as: responding to customer

- enquiries for accounts referred to collection agencies, reconciling and processing commission
- payments to agencies, and preparing speed of recovery reporting used to assign collection work
- to agencies.

Maintains currency of customer service practices and procedures, energy conservation

programs and BC Hydro initiatives.- Performs some or all the duties of the Customer Service Accounts Representative 5 job as

required.- Performs duties of a minor nature related to the above duties that do not affect the rating of the

job such as participating in customer service pilot programs.

Qualifications:

***- High school graduation diploma or equivalent education (such as GED certificate or B.C. Adult

Graduation Diploma).- One (1) year of experience in a Customer Service role. Post-secondary education considered an

asset.- Requires completion of BC Hydro's in-house Customer Service Representative Training

Program within six (6) weeks of starting in the job.

ADDITIONAL INFORMATION
***
This position is affiliated with the Movement of United Professionals union (MoveUP/COPE).

Please note the location for these twenty Part Time Regular (PTR) positions are based in our

Vancouver Contact Centre.

The hourly rate for this role will be $18.9
The training classes will require full time availability from February 27, 2023 for approximately 8

weeks 8:00am to 4:00pm, Monday to Friday.

Training will be completed remotely (online) and or on site.
The hours of contact centre operation are: Monday to Friday: 7 a.m. to 8 p.m. (+ time as the call

cue needs to be cleared after 8:00pm)

Saturday: 9 a.m. to 5 p.m. Closed Sundays and Holidays.

Please note this is a Group 7A MoveUP role and falls under MOU#8
This opportunity is based in Downtown Vancouver, BC.
These positions have the option to work full time in the office with safety measures in place or 4

days at home and 1 day in the office each week.
We're always looking for exceptional people to bring new ideas, fresh thinking and the motivation
to help shape the electricity system in B.C. It's an exciting time to be a part of our team as we
invest in our system and prepare to meet the challenges of tomorrow.
Our values guide our work. Want to join us?

We are safe.
We are here for our customers.
We are one team.
We include everyone.
We act with integrity and respect.
We are forward thinking.

BC Hydro is an equal opportunity employer.

minorities, women, Indigenous peoples, persons with disabilities, persons of minority sexual
orientations and gender identities, and others with the skills and knowledge to productively
engage with diverse commun