Key Coordinator

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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**:

- Obtains customer approvals to gain access to BC Hydro assets on behalf of BC Hydro

employees and contractors based on established customer interaction process. Gathers
information from employees and contractors and reviews customer information in SAP. Contacts
customers to coordinate access to customer site (such as arranging pick up/return of keys or
providing customer contact information to BC Hydro employees).
- Acts as point of contact for customers or their representatives (such as strata council

representatives, property management companies, etc.) and BC Hydro staff to identify and come
up with a solution to customer access issues. Escalates customer access issues to management
when required.
- Assists BC Hydro employees with locating missing keys by reviewing the sign out log book and

checking key cabinets/rooms. Contacts management if keys cannot be found. Notifies customers
of missing keys and requests duplicate or new keys for file.
- Maintains key information on file by: assigning key tag to customer keys; updating key

information for customer accounts in SAP (such as contact information and access instructions);
sending keys to BC Hydro offices outside of the Lower Mainland to be put on file; providing
instructions on how to add new key; updating new key log of received keys; and confirming receipt
of new or replacement keys with customers.
- Reviews key sign out/in process at Lower Mainland offices by: checking to ensure keys are

accounted for or signed out as per the approved process; advising BC Hydro staff and contractors
of key sign out/in process (such as sign out ledgers and duration); and escalating ongoing sign
out/in issues to management for attention.
- Performs various administrative duties related to administering the key management system

(Key Tracer) such as: responding to user inquiries regarding access to the system; escalating
- inquiries to appropriate staff as required in a timely manner; preparing regular and adhoc usage
- reports and identifying issues to management for review; adding and updating keys to the system;
- setting up access to the system; and maintaining keys in the system.- Performs various key management administrative duties such as: providing customers with a

copy of key on file upon request; maintaining and ordering key related supplies (such as key tags
- and rings); and maintaining and organizing key room and cabinets in offices during site visits.- Performs duties of a minor nature related to above duties that do not affect the rating of the job.

**Qualifications**:
***
- High school diploma and two (2) years of experience in customer service or in a related field.
- Must hold a valid class five (5) driver's license.
- Experience in SAP CCS billing system and Commander software considered an asset.

**ADDITIONAL INFORMATION**
***
**This position is affiliated with the Movement of United Professionals union (MoveUP/COPE).**
- This is a Full-Time Temporary Group 5 MoveUP opportunity for approximately one (1) year and

will be posted concurrently.
- Please note a condition of employment in this role is to maintain your Class 5 Drivers License in

good standing.
- Works in a normal office environment and driving to customer sites to pick up/return customer

keys.
- Regularly deals with difficult or demanding customers.

Skills, Knowledge and Abilities Required:

- Understanding of meter reading schedules for meter reading.
- Knowledge of the meter-to-cash revenue cycle process.
- Knowledge of and ability to use SAP CCS.
- Knowledge of key management software/system (such as Key Tracer and Commander

software).
- Strong customer service skills with the ability to support client needs and requests.
- Well-developed verbal and interpersonal communication skills.
- Ability to deal with difficult and sometimes abusive customers.
- Excellent time management skills and demonstrated ability to organize and prioritize daily work

orders according to business rules and customers’ geographical location.
- Ability to drive a motor vehicle.
- As part of the selection process, applicants may be required to take a written test/