Customer Service Representative

**About this role**:
Burlington Hydro Inc. (“BHI”) is seeking for a Customer Service Representative to join our Customer Accounts team. Reporting to the Manager, Customer Accounts, this position is responsible for providing superior customer service and support to our customers with inquiries related to billing, new and continuous services, and general service.

This is an on-site position at 1340 Brant Street, Burlington, and is a unionized role governed by the collective agreement. Eligible employees may participate in our Hybrid Work from Home Program, which allows for remote work one (1) day per week.

**Core responsibilities**:

- Serve as a BHI brand ambassador in all customer interactions
- Maintain a friendly, respectful approach with customers, demonstrating excellence in customer service from initial contact through to resolution
- Identify, address, and resolve customer concerns, escalating issues to the Manager when necessary
- Navigate and leverage features within the Customer Information System (CIS) for account management
- Educate customers on BHI policies, services, and programs
- Process service orders for new connections, disconnections, and account updates
- Update Engineering Department information as required
- Support collections and cash desk operations as needed
- Collaborate with internal departments, including Billing and Engineering, to investigate and resolve issues
- Perform additional administrative tasks as needed to support departmental goalsAll other duties as assigned

**What we are looking for**:

- Post-Secondary Degree or Diploma in business/office administration or equivalent experience
- 3-5 years of customer service/customer accounts experienceProficiency in Microsoft Office (Word, Excel, Outlook, etc.)

**What you'll need to be successful**:

- Strong problem-solving, analytical, mathematical, and negotiating skills, combined with excellent communication abilities (verbal, written, and active listening)
- Solid understanding of billing processes and customer billing statements, with a proven dedication to providing exceptional customer service, including handling challenging interactions effectively and meeting Ontario Energy Board (OEB) and Burlington Hydro’s service standards and metrics
- Excellent organizational skills and attention to detail, with the ability to multitask, prioritize, and manage time efficiently
- A demonstrated commitment to process improvement, as well as experience in documenting, updating, and delivering training materials to support co-workersDependable attendance and punctuality, along with a collaborative approach to working in a team-oriented environment

**Who we are**:
Established in 1945, Burlington Hydro is a local distribution company (LDC) serving the City of Burlington, with a total licensed service area of 188 square kilometres and a customer base of 69,500 customers (consisting of Residential, General Service, Street Light, and Unmetered Scattered Load customers/connections).

At Burlington Hydro, we strive to exemplify excellence in every aspect of our business. From the rigorous work of our engineers and the professionalism of our customer service representatives to our resilient operations crews and all those in between, we work together to deliver value at every level of the organization. It is a value proposition that lies at the very core of our company - caring for people, community, stewardship, and sustainability - all with a commitment to continuous improvement in everything we do.

We rely on the skills and abilities of all our employees to assist us in reaching our mission, goals, and objectives. We emphasize our core values and expect all employees to act consistently in accordance with those Values.

We care about our team, work, customers, and our business. Our commitment to delivering quality service and providing a safe work environment governs our daily activities. Each team member has a responsibility to help one another achieve success and satisfaction on the job. Vision and strategy are vital, but it is our people who create value.

We promote a performance-driven, values-centric, diverse, and inclusive culture. We’re always looking for good people who share the same values and want to combine their professional talents with a commitment to our goals.
- Thrive in a dynamic team environment and resilient in the face of challenges or uncertainty
- Are committed to safety and working as part of a team to ensure the highest standards of safety are upheld
- Take initiative, lead by example, demonstrate a positive attitude and are respectful of diverse perspectivesHave a strong track record of excellence in all that they do
- **In exchange, we offer the following**:

- Competitive compensation
- Safe working conditions
- Comprehensive health and dental benefits for you and your family
- Defined benefits pension plan
- Work that makes an impact and exciting career challenges
- Learning and development oppo