Customer Service Accounts Rep 7 – Victoria FTR

BC Hydro

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Step 1: Apply on the “Apply For Job” button below. We can recommend you to employer directly.

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Customer Service Accounts Rep 7 – Victoria FTR 

Positions Available: 5

Status: Full-time (37.5 hrs/wk) Permanent  Job Location: Victoria Flexible Work Role: Remote 

Region: Vancouver Island

Powered by water… and by people like you  

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. 



* 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 referred to collection agencies, reconciling and processing commission  payments to agencies, and preparing speed of recovery reporting used to assign collection work  to agencies.  

* Maintains currency of customer service practices and procedures, energy conservation  programs and BC Hydro initiatives.  

* Performs some or all the duties of the Customer Service Accounts Representative 5 job as  required.  

* Performs duties of a minor nature related to the above duties that do not affect the rating of the  job such as participating in customer service pilot programs.  


* High school graduation diploma or equivalent education (such as GED certificate or B.C. Adult  Graduation Diploma).  

* One (1) year of experience in a Customer Service role. Post-secondary education considered an  asset.  

* Requires completion of BC Hydro’s in-house Customer Service Representative Training  Program within six (6) weeks of starting in the job. 


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

* Please note the location for these Full Time Regular (FTR) positions are based in our Victoria  office 4440 W Saanich Rd, Victoria, BC.  

* The hourly rate for this role will be between $18.96 to $23.00.  

* The training classes will require full time availability from October 17th 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.  

* 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.  

* BC Hydro employees will be required to provide proof they are fully vaccinated effective  November 22, 2021.  

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 [email protected] .  

All BC Hydro employees will be required to show proof of full Covid-19 vaccination.  

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 


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. 

To Apply:

Step 1: Apply on the “Apply For Job” button below. We can recommend you to employer directly.

Step 2: Create a profile on BC Hydro Platform:  Click here

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