Division Chief – Customer Service

Competition #: 1055 – 2019 B
Salary scale: $ 72 015 to $ 90 019
Deadline: 15 November, 2019

Purpose of position

Reporting to the Assistant Director of Hydro Westmount, the incumbent manages, coordinates and supervises the operational activities of the Customer Service Division.
In this context, he or she must plan, organize, direct and control operational and administrative activities related to customer service including call management, billing and account management. Also, he or she must oversee the management of activities related to the collection of overdue electricity accounts in order to minimize debts. He or she determine, in collaboration with his or her supervisor, the guidelines, objectives as well as priorities of his or her Division in accordance with the Department's mission;


  • Specialized college diploma (DEC) relevant to the position such as administration, accounting and management technique, etc.
  • Completion of at least ten (10) management courses.


  • A minimum of five (5) years of experience, preferably three (3) years in management and supervision in a unionized environment, allowing the incumbent to acquaint him or herself with the responsibilities of the position, such as :
  • Customer service team management;
  • Invoicing and collection;
  • Administration of operational activities related to the position.


  1. Manage the human, financial, material and information resources of the Division in accordance with the rules, standards, regulations and collective agreements in force and ensure the training of the personnel;
  2. Ensure the implementation of the terms of service, the electricity pricing of Hydro Westmount, participate in their updating and develop procedure to provide quality service to customers;
  3. Manage the billing process of Hydro Westmount customers, ensure the continuity and efficiency of this process as well as the maintain and update of the IT systems that support this operation;
  4. Manage connection requests for new electrical inputs and authorize and monitor the action plan and payment deadlines; coordinate and track the collection of accounts and confirm the issuance of disconnection and connection orders.
  5. Respond to complex and contentious requests from citizens and internal stakeholders, analyze these requests and propose appropriate solutions while providing training to the Division’s employees;
  6. Manage and verify the consolidation of reports and data related to the sale of electricity and the services and analyze various accounting documents such as accounts, invoices, requisitions, journal entries, payments, etc.



  • Of the use of Windows computer software (Word, Excel, Project Manager, etc.) and accounting systems;
  • Of the basic concepts related to invoicing, collection and accounting;
  • Of both French and English, verbal and in writing.

Abilities and aptitudes:

  • Personnel management; Work in a team; Interpersonal relationships;
  • Coordinate various activities; Develop and draft work standards and procedures;
  • Good judgment; Analytical and synthesis skills
  • Learn computerized tools rapidly;
  • Conflict resolution and problem solving;
  • Communicating in both English and French.

Apply online