Employment Posting ID: BCH-T-3394-190326E1

Customer Service Accounts Rep 7

Positions Available: 12
Status: Job Location: Vernon 1
Casual Region: Southern Interior
We’re BC Hydro and we have a big job to do.

Keeping the lights on for over 4 million people across the province takes a lot of talented people doing
many different jobs. From working deep in a generating station, atop a power pole, or behind a desk,
whatever it is that makes you tick we offer challenging careers to help you reach your potential.

We’re investing more than $2 billion per year in major capital infrastructure projects to help meet the
growing demand for safe, reliable power. We’re upgrading transmission lines, building new substations,
and investing in our hydroelectric generation facilities.

We aim to provide meaningful and challenging work, opportunities for growth and a healthy work/life
balance. We’ve been recognized for excellence and been named one of B.C.’s Top Employers and one
of Canada’s Best Diversity Employers for four years in a row.

It's our vision to be the most trusted, innovative utility company in North America by being smart about
power in all we do.

JOB DESCRIPTION
Duties:

* Initiates and responds to collection action by contacting customers to warn of pending

disconnection; arranging for payment or attempting to resolve disputes; and making and
negotiating payment arrangements outside of guidelines and skip tracing customers.

* Processes credit reviews; analyzes credit reports, bankruptcy and receivership documents;
prepares and completes credit related documents; and initiates and processes legal action in
accordance with credit guidelines.

* Responds to delinquent account problem enquiries by: reviewing accounts; making payment
arrangements and granting extensions and/or sundry account related items outside of prescribed
guidelines where warranted; controlling the disconnection process and arranging restoration of
service; and preparing and processing various billing adjustments.

* May organize and maintain meter reading routes and books and answers and relays trouble call
information as required.

* Performs all the duties of the Customer Services Field Representative 5 and CS Representative
6 jobs as required.

* Participates in special and other studies and projects as required that do not affect the rating of
the job.

* Disconnects smart meters for non-pay (invoice not been paid) and non-sign (no application for
service) by identifying meters enabled for remote disconnection in the SAP approval workflows.
Upon remote disconnection, a contact within the SAP system needs to be created indicating a
remote disconnection has been issued and a remote reconnection will be required.

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Qualifications:

* Telephone answering, customer handling techniques, office practices, procedures, routines,

filing systems, personal computer and related application program operation knowledge is
typically acquired through graduation from High School; plus completion of the following in-house
BC Hydro courses: Customer Service Representative Training Program that includes customer
enquiry and credit/collection training; Cashiering Terminal System; Customer Information System
(CIS), Field Service Order (FSO) system; CDS desktop environment and related application
programs and e-mail or equivalent.

* A minimum of twelve (12) months experience as a Customer Service Accounts/Field

Representative 5 or similar external Customer Service/Credit & Collections oriented position with
a working knowledge of Customer Service collection, skip tracing and related policies, procedures
and practices, customer treatment protocols, payment processing and related procedures, use of
a desk top environment and the systems identified above.

* Satisfactory performance on the job requires approximately six (6) additional months to acquire
the knowledge and skills necessary to perform the full scope of the job. Well-developed
interpersonal communications skills to deal effectively in customers.
ADDITIONAL INFORMATION
This position is affiliated with the Movement of United Professionals union (MoveUP/COPE).
http://moveuptogether.ca

*Please note: The job duties of this role will primarily consist of handling customer inquiries
through inbound phone calls into our Contact Centre.

* 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 Sunday’s and Holidays,
however we currently support Electric Vehicle calls on Sundays, which may increase the
opportunity for Sunday shifts in the future.

*This opportunity is based in Vernon, BC.

* Please note for this particular recruitment/posting you will need to successfully complete CSAR
training after hire if not already completed.

* Normal office conditions with regular exposure to demanding telephone callers.

* Please note this is a Group 7A MoveUP role and falls under MOU#85.

* As part of the selection process, applicants will be required to take a written test/assessment
during the interview.

* Post-Secondary education would be considered an asset.

* The successful applicants through the interview process will begin employment with BC Hydro
on May 27, 2019.

* The first six weeks of employment will be full-time in training so you will be required 37.5 hours a
week for the first six weeks. Monday to Friday.

* The hourly rate for this role will be $17.87 plus 17.58% in lieu of benefits and paid time off
($21.01 total) .

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* In this casual role we will aim to provide a minimum of 20 hours/ week. (If the need arises you
could work up to 37.5 hours/week on occasion).

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 act with integrity.
We respect our province.
We are forward thinking.

BC Hydro is an equal opportunity employer.

HOW TO APPLY
Don't forget to update your Candidate Profile with your current resume and copies of your
certifications. If applicable, include your Trades Qualification. This will ensure we have all the
necessary information to assess your application without any delays.
Click on the Apply button in order to complete the steps to apply for this job.

Date Posted: 2019-03-27 Closing Date: 2019-04-10

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