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About this role:

Burlington Hydro Inc. (“BHI”) is seeking 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 to customers with information related to billing inquiries, new and continuous services, and general service. This is a unionized and on-site position.

Core responsibilities:

• Respond efficiently and professionally to all customer enquiries related to billing, collections, and services using a variety of channels (phone, email, chat, other technologies, etc.)
• Be a BHI brand ambassador in every customer interaction
• Greet and interact with customers professionally and in a friendly manner while demonstrating the highest level of customer service
• Provide a high level of customer service from initial intake through to resolution
• Identify customer concerns and effectively resolve issues, escalating to the Manager where appropriate
• Proficiently navigate the Customer Information System (CIS), including leveraging system features
• Educate customers on Burlington Hydro policies and programs
• Process service orders for new connects / disconnects and make necessary changes to accounts
• Enter and update information as required for the Engineering Department
• Obtain and complete new service applications
• Accurately expedite and resolve outstanding matters relating to applications, deposits, high bill complaints and corrections of bills, opening mail, etc.
• Perform the duties of the Collection and Cash Desk function as required
• Must be able to perform to departmental targets and standards
• Collaborate and partner with internal departments (e.g. Billing, Engineering, etc.) during issue investigation and resolution
• Perform administrative tasks necessary to support the department as required
• All other duties as assigned
  

What we are looking for:

• Post-Secondary education would be considered an asset
• Must have previous Customer Service experience
• Advanced computer skills in MS Office, which includes Word and Excel
• Must have an excellent understanding of billing as it relates to the customer’s bill statement
• Must have a demonstrated interest in providing customers with the highest degree of service
  

What you'll need to be successful:

• Excellent interpersonal and communication skills (both oral and written)
• Demonstrated customer service excellence
• Excellent analytical and negotiating skills
• Excellent multitasking and time management skills
• Must be able to meet customer service standards and metrics set out by Ontario Energy Board (OEB) and Burlington Hydro
• Excellent mathematical skills
• Demonstrated interest in process improvements
• Experience in documenting, updating and delivering training materials to co-workers
• Exceptionally strong organizational skills
• Excellent attendance and punctuality is required
• Able to deal effectively with difficult customers
• Demonstrated ability to work in a team 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 68,500 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 exacting 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’s a value proposition that lies at the very core of our company – caring for people and community, and caring about stewardship and sustainability – all with a commitment to continuous improvement in everything we do.

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

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

Burlington Hydro is consistently voted as one of Hamilton-Niagara's Top Employers. We promote a culture that is performance driven, values centric, diverse, and inclusive. 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.

To be part of our team, we look for candidates who:

• 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 the initiative, lead by example, demonstrate a positive attitude and respectful of diverse perspectives
• Have a strong track record of excellence in all that they do
  

In exchange, we offer:

• Competitive compensation
• Safe working conditions
• Comprehensive benefits (medical, dental) for you and your family
• Defined benefits pension plan
• Exciting career challenges
• Training and development support
  

In accordance with Burlington Hydro's COVID-19 Vaccination Proof Policy, as a condition of employment, successful job applicants must provide an official QR code as proof of full vaccination against COVID-19 prior to their start date. This requirement is subject only to valid human rights-based requests for accommodation.

We thank all applicants for their interest, however, only those candidates selected for an interview will be contacted.

Diversity & Inclusion: Burlington Hydro Inc. is committed to creating an inclusive workplace and we encourage candidates from diverse backgrounds, experiences, and those who may need accommodation to apply to join our team. Our commitment to diversity and inclusion goes beyond promoting equity. By incorporating a variety of experiences, talents, and perspectives, we create opportunities for innovative solutions, creativity, and sustainability - together.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Burlington Hydro Inc. will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.