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44465 – Markham – Regular –
Safety Comes First is a core value at Hydro One, and we remain committed to taking every reasonable precaution to ensure a respectful, safe and healthy working environment. Further to this commitment, we have adopted a COVID-19 Vaccination Policy to protect the health of our employees from the hazard of COVID-19. Employees will be required to either be fully vaccinated or undergo regular rapid antigen testing in order to access a Hydro One worksite.
Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.
It’s an exciting time to join the team at Hydro One!
Job Description
Perform the following Customer Communication Centre duties in accordance with established policies, practices and procedures, using various manual and computerized systems:
General Accountabilities
Coach employees, provide ongoing oral and written feedback, draft and implement individual development plans. Carry out review, checks and audits on daily work performance to maintain desired quantity, quality and accuracy levels, using such tools as monitoring, scheduling systems, and the Customer Information System. Assist supervisor by providing information concerning the need for training of subordinate positions.
Supervise staff in the Customer Communications Centres by assigning segments of work to meet ongoing workload requirements. Provide advice and guidance on problems encountered by staff relative to the application of work procedures. Train subordinates or new hires. Refer personnel matters, to Management Supervisor.
Respond to customer enquiries and concerns and provide advice relative to new service supply regulations, service upgrades and normal applications of electrical energy etc. outlining Retail’s Service Guarantee and competitive contracting policies. Initiate service order request and issue to Utility Operations Centre.
Set up new accounts, including line extensions, service upgrades, etc, to facilitate billing of retail customers for electrical energy usage. Provide information on Retail Service Guarantees. Initiate service order request and issue to Utility Operations Centre.
Provide advice to customers on procedures related to claims for damage caused to their electrical equipment.
Process customer requests to modify existing accounts and services including cancellation of services, final bills, etc. Initiate contact with or respond to legal firms or corporate legal department.
Prepare and initiate the billing of Retail customers including remote community customers to recover costs of electrical energy and other products and services provided. Perform reviews to verify the accuracy of the Retail information and customer bills.
Complete process to collect revenue payable to Hydro One. Interact with customers and external agencies as necessary to discuss, establish and record alternate payment arrangements, grant time extensions and issue instruction orders.
Respond to customer enquiries regarding billing matters. Send customer information, questionnaires, arrange for field personnel to perform a physical check of customer’s premises and, if necessary, a meter dispute test by the appropriate provincial ministry, etc.
Respond to customer trouble calls, emergencies, etc. Identify source of problem and determine location of caller, utilizing appropriate resources. Relay information to Utility Operation Centres or supervisor/designate, for appropriate action.
Provide support to Corporate/Business Unit/Utility policies and programs on energy use, competitive pricing, product sales and marketing and sustainable energy development during each customer contact. Calculate pricing for all Retail products and services upon request.
Record, update and report statistical information as required.
Perform other duties as required.
Selection Criteria
Education:
Requires a knowledge of mathematics and accounting principles at a level sufficient to prepare billing calculations, transformer losses and allowances, meter reading estimates, balance transactions, foreign exchange, special charges to customer and to understand the intent, application and reconciliation of billing and collection activities.
Requires a good knowledge of communications skills to understand instructions, policies, practices, procedures and to communicate effectively with customers while handling complaints and enquiries.
Requires a knowledge of keyboard operation to type correspondence, reports, etc.
Requires a knowledge of data processing and computer operations to utilize various local and Corporate computerized systems. This knowledge is considered to be normally acquired either through the successful completion of Grade XII in a Secondary, Commercial or Technical School or by having the equivalent level of education.
Experience:
Six years or greater experience in the Customer Communications Centres (CCC).
Requires experience to perform the supervisory aspects of the job.
Requires experience in the Customer Communications Centres (CCC) to become familiar with the various responsibilities, functions and their interrelationships and with the contacts and sources of information involved.
Requires experience to set up new accounts, initiate service orders, provide advice relative to new service supply regulations, service upgrades, etc, and provide advice on procedures related to damage claims.
Requires experience to be knowledgeable of the billing and collection functions.
Requires experience to understand, apply and convey the related policies, practices and procedures involved when dealing with customer/staff billing problems, when handling delinquent accounts, etc, and to maintain records and files.
Requires experience to answer routine enquiries from customers/staff related to service classes, service guarantees, rates, payment plans available, account status, etc, and to process related requests.
Requires experience in the service aspects of the customer account function and related terminologies such as sentinel lights, service layouts, damage claims, locates, underground locates, etc.
Requires experience to deal effectively with customers/staff relative to their needs and concerns.
Proficient in Customer Information system (eg SAP, BDEX, MS Office, C-Suite, Genesys, WFM) with the operation of computer equipment, associated practices and procedures involved to input/extract data, investigate/correct discrepancies and to generate/check various computerized reports.
At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.
We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2021.
Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email [email protected]. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.
Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.
Deadline: April 18, 2022
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