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Organization Overview
Committed to British Columbia's energy needs, FortisBC provides safe, reliable and innovative energy solutions. The companies that make up FortisBC* deliver more energy than any other utility in the province, approximately 21 per cent of the total energy consumed in BC. We employ more than 2,000 people and serve more than 1.1 million customers in 135 communities. In addition to natural gas, electricity and piped propane, FortisBC develops and designs alternative energy solutions, including district energy and geoexchange, for today and tomorrow.

• FortisBC is the common brand identity under which the following businesses operate: FortisBC Inc., FortisBC Energy Inc., FortisBC Energy (Vancouver Island) Inc., and FortisBC Energy (Whistler) Inc.

City
Kelowna OR Burnaby

Title
Meter Reading Coordinator

Division
FortisBC - GAS

# of positions available
2

Responsibilities

Reporting to the Meter Reader Support Manager, this position supports various meter reading activities. The Meter Reading Coordinator:
Initiates meter reading requests to the field; ensures complete information is received from meter reading devices and downloaded to CIS. Updates data collected by meter reading devices and investigates meter reading discrepancies including meter no-read conditions. Analyses and processes meter reading requests and issues from the contact centre on a timely basis.
Evaluates meter reading workday change requests and negotiates with the meter reading group to minimize impact on customers as required. Reviews meter information for completed work orders for accuracy and completeness including required data prior to entering meter exchanges, switched meters and pressure changes when billing issues prevent other areas from completing their work.
Reviews data collected for consistency, accuracy and completeness including exception reports, no read reports or missed read reports, field service reports; escalate or forwards issues and discrepancies to others for further action. Reviews system generated meter reading exceptions reports to determine and initiate appropriate actions.
Contacts customers related to re-occurring issues related to meter access by letter, e-mail or phone call; arranges for access as required and coordinates routine maintenance of meter reading equipment including repairs, upgrades and distribution.
Coordinates scheduled meter reading rounds; uploads/downloads schedule meter reading rounds to the appropriate devices; updates meter reading system to reflect additions or adjustments to meter reading rounds, workdays and meter reading staff and equipment assignments.
Ensures the accurate completion of work related documentation and related processes included data entry and workflow initiation and tracking related to meter reading, work logs, timesheets, reports, etc. Maintains in either hardcopy or softcopy, meter reading process documentation and manuals.
Provides daily remote technical support to meter readers; troubleshoots software and hardware problems and provides communication support in the diagnosis of related issues.
Supports inquiries and complaints from customers and escalations from internal staff related to meter reading issue and facilitates or escalates issues for appropriate response.
Performs other related duties as required.

Requirements

Grade 12, completion of courses in business, office practices and customer relations plus 18 months recent, related billing experience or an equivalent combination of education, training and experience
Knowledge of billing and/or metering
Fast and accurate keyboarding/data entry skills with strong computer navigation skills
Demonstrated interpersonal and communication skills including the ability to respond to difficult and demanding customers (internal or external) with tact while enforcing company policy or procedure.
Demonstrated strong analytical skills and judgment to determine most appropriate action to resolve billing problem.
Demonstrated ability to utilize software applications in use in the department; ability to format correspondence, reports and charts.
Demonstrated ability to communicate clearly and effectively both verbally and in writing
Demonstrated ability to prioritize and complete work within demanding work schedules
Demonstrated organizational skills including the ability to direct the work of others and provide training as required.
Demonstrated ability to utilize a customer focused approach to handling difficult customer interactions, resolving problems and building customer relationships ADDITIONAL INFORMATION:
This is a temporary full –time position with an approximate end date of December 31, 2013. The work location of the successful incumbents will be determined through discussions with the management team.

Functional Area
Customer Service

Job Status
Full Time Temporary
Fortis Energy - 11 months ago