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City Burnaby - Willingdon Park
Title Customer Service Representative (Temporary)
Posting Status Closed
Open Date 8/28/2014
Job Status Part Time Temporary
Length of Temporary Job approximately 1 year
Starting Salary $17.64 per hour
Position Overview

We will be hiring for a late October start date at the Burnaby Contact Centre. Please submit your application online as soon as possible to ensure you will be considered for this round of hiring.


Applicants that have previously applied on the "Future Opportunity - Customer Service Representative" posting, need not re-apply as they will be automatically considered for the roles starting in October.

Our Customer Service Representatives are focused on making each customer experience a successful one. They provide prompt, accurate and courteous customer service using telephone and electronic media.
Customer Service Representatives:
• Interact with current and potential customers for a range of services including billing, account and collections information, and the promotion of products, programs and services.
• Process new customer applications, existing customer moves, and designated payment plan enrolments, changes and cancellations. They collect and record customer information including customer identifiers, credit details, emergency contact information, co-tenants, and appliances used.
• Respond to requests regarding rate changes, high bills, estimated consumption, field work and meter reading, privacy, energy efficiency programs, collection policies, related tariffs, and customer choice programs. They explain policies and procedures such as specific terms and conditions of tariffs relating to billing, meter reading and collections.
• Contact customers to schedule appointments for meter exchanges and customer service field work including following up with customers on schedule changes.
• Gather and record pertinent information to address service issues such as high bills, estimated consumption, and collections policies, and escalate to others as required.
• Use designated computer systems and software applications in the course of performing day-to-day tasks.
• Respond to emergency calls, and provide and obtain information in accordance with established emergency procedures to initiate work orders for immediate action.
• Provide support to marketing initiatives including surveys and campaigns, and process applications for customer rebates and credits.
• Maintain knowledge of natural gas appliances and energy efficiency programs, recommend solutions to reduce consumption and explain the benefits of natural gas appliances.
• Regularly review learning materials and participate in training activities to ensure current knowledge of customer service practices and procedures.
Outstanding customer service orientation with a proven track record to provide a customer-focused approach, build customer relationships, and resolve difficult customer interactions.
Demonstrated ability to:
• Communicate clearly and effectively both verbally and in writing
• Prioritize and complete work within a demanding schedule
• Enter data quickly and accurately
• Navigate and use a variety of software applications
Grade 12, completion of courses in customer relations and business communications plus 6 months recent, related experience or an equivalent combination of education, training and experience.
Additional Information The anticipated start date for this position is October 20, 2014.  Our contact centre is open 24/7 and applicants are required to be flexible in their schedules and available to work all shifts.

Making safety our #1 priority
At FortisBC, safety is at the core of everything we do and we strive to reach for zero injuries and incidents, every day. Our employees are each an example of this commitment, at work, at home, and in the communities we serve.