Customer Service Representative/ Burlington Hydro

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

• Provide professional, efficient customer support via multiple channels (phone, email, chat, etc.) on billing, collections, and service-related inquiries
• 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
• Handle new service applications and resolve related issues, including applications, deposits, high-bill complaints, and billing adjustments
• 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 goals
• All 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 experience
• Proficiency 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-workers
• Dependable 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. 

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 initiative, lead by example, demonstrate a positive attitude and are respectful of diverse perspectives
• Have 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 opportunities
• An open and inclusive work environment

To be part of our team, we look for candidates who exemplify the following competencies:

1. Drive for Results – Achieving goals, striving for excellence, and managing work deliverables and processes effectively.
2. Accountability – Understanding your role responsibilities and following through on those commitments without directing blame onto others when faced with challenges.
3. Managing Risk – Understanding your role in helping to manage risks or liability to BHI’s reputation, financial, organization, health and safety or human capital risk.
4. Lead by Example - Demonstrating a positive attitude, motivating others through your behaviour and actions with an intention to inspire others by modelling the way by ‘walking the talk’.
5. Teamwork & Relationship Management - Developing collaborative relationships within and beyond the team with internal stakeholders across the company and with external stakeholders.
6. Critical Thinking – Developing informed decisions by evaluating different sources of information, identifying patterns, and determining underlying issues across situations of varying complexity.
7. Innovative Change Leader – Creating new or innovative solutions, generating enthusiasm, and readily adapting to change. Being innovative can be both small and large scale. 

APPLICATIONS

Qualified applicants are invited to submit their resume by clicking here. The deadline to apply is December 20, 2024.

Diversity & Inclusion: Burlington Hydro Inc. is committed to creating an inclusive workplace. We encourage candidates from diverse backgrounds and experiences and those needing accommodation to apply to join our team. Our commitment to excellence in diversity goes beyond promoting equity. By incorporating a variety of experiences and perspectives, we create opportunities for innovative solutions and maximize the impact of our work. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Burlington Hydro Inc. will provide reasonable accommodation for qualified individuals with disabilities during the recruitment process. If you require accommodation, please email our Human Resources team at BHI_Human_Resources@burlingtonhydro.com. Please note that this email is for accommodation requests only; resumes sent to this email address will not be considered.

Application Process: All applicants must be legally entitled to work in Canada. Burlington Hydro will be using email to communicate with you for all job opportunities. You are responsible for including an updated email address that is checked daily and accepts emails from unknown users. We recommend that you check your email regularly, and if no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that the successful candidate will require a full background check, including a criminal record check. If it is determined that any background check information provided is misleading, inaccurate, or incorrect, Burlington Hydro reserves the right to discontinue the consideration of your application.

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