Division Chief – Customer Service

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 all operations related to customer service, billing and payment of invoices issued by Hydro Westmount. He or she must ensure the application of the various electricity tariffs and service fees. He or she must also oversee the management of activities related to the collection of overdue electricity accounts in order to minimize debts. He or she must also respond to complex customer requests and complaints related to his or her field of activity.

He or she also prepares the unit's annual budget, ensures its application, controls costs and recommends effective solutions. He or she manages the human, financial, material and information resources of his or her unit.

Qualifications

• • Specialized college diploma (DEC) relevant to the position such as administration, accounting and management technique, etc;
• • Bachelor's degree appropriate to the position, such as administration, accounting, management, etc, an asset.

Experience

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

MAIN RESPONSABILITIES

1. Manages the process of reading electricity billing and collection of debts. Ensures the maintenance and proper functioning of computer systems and tools supporting these operations and tools supporting these operations;
2. Handles and responds to complex and contentious requests from citizens and internal stakeholders, analyzes these requests and proposes appropriate solutions while training division employees, and manages announcements and customer communications;
3. Ensures and manages the updating of Hydro Westmount regulations such as conditions of service and electricity rates, develops procedures and policies to provide customers with quality service, transmits information to employees and ensures their application;
4. Manages and verifies the consolidation of reports and data related to electricity sales and service activities, and analyzes various accounting documents such as accounts, invoices, requisitions, journal entries, payments, etc;
5. Supervises the management of requests for service and information, information transmitted including complaints, and activities related to the collection of overdue electricity accounts, and the implementation of appropriate tools as required;
6. Prepares and manages the unit’s annual expenditure budget, explains and documents variances and submits recommendation.

Essential Knowledge

• Of Windows computer software (Word, Excel, Project Manager, etc.), billing and/or accounting systems;
• Related to invoicing, collection and accounting;
• Both spoken and written languages (French, English).