Customer Service Accounts

Description:

What you'll do

• 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 enquiries for accounts