Customer Service Representative - Temporary | Hydro

Customer Service Representative – Temporary
Burlington Hydro – Powering the Careers of Tomorrow

Are you looking for a meaningful career with an organization that values teamwork, sustainability, and community impact? At Burlington Hydro, we don’t just provide electricity—we are powering a brighter future for our community.

We are looking for a dedicated individual to join our team as a Customer Service Representative – Temporary for approximately 18 months. Reporting to the Manager, Customer Experience, this position plays a key role in delivering high-quality customer service and support for billing, new and ongoing services, and general account inquiries.

This is an on-site position at 1340 Brant Street, Burlington. Eligible employees may participate in our Hybrid Work from Home Program, which allows for remote work one (1) day per week.

• Provide professional, efficient, and courteous customer service through multiple channels (phone, email, chat, etc.) for billing, collections, and service-related inquiries
• Act as a brand ambassador for Burlington Hydro by delivering a consistent, positive customer experience
• Respond to customer inquiries with a friendly, respectful, and solutions-focused approach from initial contact through to resolution
• Identify, investigate, and resolve customer concerns, escalating issues to the Manager as required
• Navigate and utilize the Customer Information System (CIS) to manage customer accounts accurately and efficiently
• Educate customers on Burlington Hydro policies, services, programs, and billing processes
• Process service orders, including new connections, disconnections, and account updates
• Support the handling of new service applications, deposits, high-bill inquiries, and billing adjustments
• Provide support for collections and cash desk operations, as needed
• Collaborate with internal departments, including Billing and Engineering, to investigate and resolve customer issues
• Complete administrative tasks and contribute to departmental initiatives as required
• All other duties as assigned

• Post-secondary degree or diploma in Business, Office Administration, or a related field, or an equivalent combination of education and experience
• Minimum three (3) years of experience in customer service or customer accounts

• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook
• Strong problem-solving, analytical, mathematical, and negotiation skills, with excellent verbal, written, and active listening abilities
• Solid understanding of billing processes and customer billing statements
• Demonstrated commitment to delivering exceptional customer service, including effectively managing challenging interactions in accordance with Ontario Energy Board (OEB) requirements and Burlington Hydro service standards
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks, prioritize effectively, and meet deadlines
• A commitment to continuous improvement, including experience documenting processes and supporting training initiatives for team members
• Reliable attendance and punctuality, with the ability to work collaboratively in a team-based environment

Since 1945, Burlington Hydro has been powering the growth of Burlington with reliability, empathy and innovation. As a local distribution company (LDC), we serve a vibrant community across 188 square kilometres, delivering electricity to over 69,500 customers.

At Burlington Hydro, we’re more than just an energy provider—we’re committed to driving sustainability, supporting our community, and fostering a workplace where people succeed together.

Our core values – teamwork, safety, empathy, reliability, community, and stewardship – guide everything we do, from investing in smart energy solutions to ensuring a brighter future for a growing and thriving Burlington.

At Burlington Hydro, we offer:

• A safe working environment for everyone
• Competitive compensation, including a competitive salary and benefits package
• Comprehensive health and dental coverage for you and your family, along with a defined benefit…