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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:

• Provides BC Hydro customers with a reliable customer experience by responding to customer

enquiries and requests through multiple service channels. Provides support on various collection
and credit activities.

• Responds to customer enquiries and requests through multiple service channels. Refers

customer enquiries to other Customer Service team members or BC Hydro departments as
required.

• Identifies customer’s issue and nature of enquiry by gathering and reviewing information from

various resources. Provides customers with an explanation of situation in an attempt to resolve
customer enquiries or concerns. Escalates customer issue or complaint to other Customer Service
Contact Centre team members for resolution as required.

• Processes customer transactions accurately per customer’s request. Ensures customer’s

enquiries have been addressed.

• Collects funds owing on customer accounts. Contacts customers to advise of pending

disconnections. Negotiates payment arrangements and negotiates resolution to disputes with
customers.

• Reviews and processes credit reviews, insolvencies and security deposits. Prepares credit

related documentation. Discusses customer account information with Legal department as
required.

• Coordinates the disconnect and restoration of meters for non-pay and non-sign. Follows-up with

appropriate parties on failed disconnections.

• Supports the credit administration process by performing such duties as: responding to customer

ADDITIONAL INFORMATION

This position is affiliated with the Movement of United Professionals union (MoveUP/COPE).
http://moveuptogether.ca

• Please note the location for these twenty Part Time Regular (PTR) positions are based in our

Vancouver Contact Centre.

• The hourly rate for this role will be $18.96.

• The training classes will require full time availability from February 27, 2023 for approximately 8

weeks 8:00am to 4:00pm, Monday to Friday.

• Training will be completed remotely (online) and or on site.

• 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 Sundays and Holidays.

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

• This opportunity is based in Downtown Vancouver, BC.

• These positions have the option to work full time in the office with safety measures in place or 4

days at home and 1 day in the office each week.

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 include everyone.
We act with integrity and respect.
We are forward thinking.

BC Hydro is an equal opportunity employer.

We include everyone. We welcome applications from anyone, including members of visible
minorities, women, Indigenous peoples, persons with disabilities, persons of minority sexual
orientations and gender identities, and others with the skills and knowledge to productively
engage with diverse communities.

We are also happy to provide reasonable accommodations throughout the selection process and
while working at BC Hydro. If you require support applying online because you are a person with a
disability, please contact us at Recruitmenthelp@

BC Hydro has a COVID-19 Vaccination Policy that requires employees to have a full series of
COVID-19 vaccine and provide proof of vaccination on request. This Policy is currently suspended
but may resume at BC Hydro's discretion. While the Policy is suspended, all new employees are
required to disclose their vaccination status to BC Hydro.

Flexible work model role definitions
===========================
Our four role types identify the degree of flexibility an employee could have to work from home
based on the type of work they do. The flexibility for an individual job is up to the manager for
each position and the operational requirements. Employees also have the right to work full-time
from the office if they prefer. All of our roles require at least some in-person time.

IBEW/Field – No option to work from home
Resident – Works primarily (4+ days per week) in the office.
Hybrid – May be able to work from home up to 3 days per week.
Remote – Works from home 4+ days per week

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.

Date Posted: 2022-12-15 Closing Date: 2023-01-05