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FAES Customer Experience & Project Specialist

Location: 

Vancouver, BC, CA

Branch: Non-Regulated
Affiliation: Management & Exempt
Employment Status: Full-Time Regular
Expected Hiring Range: $81,300.00 to $95,600.00
Short-term Incentive Eligible: Yes
Workplace Flexibility: Yes 
Posting End Date: Open until filled

 

As the province’s largest energy provider with more than 100 years of knowledge and experience, we proudly deliver renewable energy, natural gas, electricity and propane to 1.3 million customers. 

 

We're actively seeking new talent to join our mission of delivering a stronger energy future in B.C. As one of BC's Top Employers with a diverse team of over 2,800 employees, we are committed to a safe and inclusive culture where each of us can connect, belong, and grow. Join us, and together, let's shape a brighter future for B.C.

Position Overview

The Customer Experience & Project Specialist plays a pivotal role in advancing FAES’s strategic objectives by driving operational excellence, optimizing billing integrity, and delivering superior customer experiences. This role contributes to the successful execution of key projects, fosters collaboration across internal and external stakeholders, and champions continuous improvement initiatives to enhance compliance, innovation, and customer satisfaction.

In this role, you will:

  • Project Management 
    • Develops and manage project plans, timelines, monitor project budgets, report on variances and resources for Information Systems initiatives.
    • Coordinate implementation activities and track progress using project management tools.
    • Prepare meeting notes, status reports, and maintain SOPs and knowledgebase content.
    • Identify risks, manage change requests, and ensure deliverables meet quality and compliance standards.
    • Serve as a liaison between internal teams, vendors, and partners.
    • Conduct postproject reviews to support continuous improvement. 
  • Billing & Customer Support
    • Execute accurate and timely billing and payment processes.
    • Maintain billing integrity, perform rate updates, and resolve discrepancies.
    • Respond to customer inquiries, resolve issues, and escalate complex cases when needed. Investigate billing disputes, meter issues, and consumption anomalies.
    • Run database queries and analyze data for accuracy.
    • Prepare customer communications and presentation materials.
  • Operational Support 
    • Coordinate with internal and external teams to resolve system failures.
    • Monitor thermal energy systems and support issue resolution with Operations.
    • Track system performance and reliability metrics.

What it takes:

  • Completion of a Diploma in Project Management, Business Administration or Management, Commerce or a related field from an accredited post-secondary institution 

  • 2-3 years of relevant related experience 

  • Project management experience, project planning and testing/quality assurance experience will be considered an asset.

In this role, you will have the option to participate in a flexible work program, enabling you to work from an approved flex location in British Columbia up to 85 days a year (equivalent to approximately two days a week), subject to business or operational needs.

 

Our engaging workplace offers a wide range of challenging opportunities, while being safe, inclusive, and diverse. We offer a competitive salary and benefits package, while supporting life-long career development. We also encourage volunteerism and nourish the need to give back to your community.

 

To learn more about the recruitment process with FortisBC, please visit the You’re Applying. What now? page for additional information. 

 

FortisBC acknowledges and respects Indigenous Peoples in Canada, on whose Traditional Territories we all live and work. FortisBC is committed to Reconciliation with Indigenous Peoples and is guided by our Statement of Indigenous Principles.

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