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Customer Service Accounts Rep 7

4 months ago

Victoria, Canada BC Hydro Full time

**A workplace powered by you**

At BC Hydro, we’re working towards creating a cleaner and more sustainable future for all British Columbians and need
people like you to help us. A career at BC Hydro is meaningful and provides you the opportunity to be part of a talented,
inclusive, and diverse team. We offer a healthy work-life balance, competitive wages, a comprehensive benefits package,
and training opportunities to support you in your career growth. We're proud to be ranked as one of B.C.'s Top Employers
and one of Canada's Best Diversity Employers.

**Customer Service Accounts Rep 7 - Victoria FTR**

Number of positions: 5 Job Location: Victoria DO

Employment type: Permanent Region: Vancouver Island

Hours of work: Full-time (37.5 hrs/wk) Flexible Work Role: Remote

Annual salary: $ 58,100.00 - 63,800.00

**What you'll do**
- 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 non-pay and non-sign. Follows-up 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.
** What you bring**
- 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.
- Addition Information:
- Please note the location for this (FTR) position is based in our Victoria Contact Centre based in Victoria.
- The training classes will require full time availability from June 24, 2024 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 7 MoveUP role
- 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.

**What we offer**
- A comprehensive benefits package
- A minimum of 15 paid vacation days
- A lifetime pension
- Flexible work model, depending on your role type
- Training and development courses

**What else you should know**

any delays.

**Date Posted**:2024-04-29 **Closing Date**:2024-05-13

For internal use 51711403