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Customer Relations Representative

2 months ago

Toronto, Ontario, Canada Toronto Hydro Full time

WORK DESCRIPTION:

The Customer Relations Representative (CRR) role is crucial for assisting residential, commercial, and industrial customers, handling various tasks in the meter to cash process for electricity and non-electricity billing using advanced meter and billing systems. These positions can involve either customer-facing or operations-facing duties, all aimed at supporting and strengthening customer relationships. Responsibilities encompass meter data management, manual billing, payment processing, customer interactions, and relationship management. The CRR focuses on nurturing customer relationships and enhancing financial outcomes through professional, efficient, and accurate service in line with company values. They possess comprehensive knowledge of data management, billing, ERP, outage, and customer relationship management systems used in Customer Care, ensuring legal and regulatory compliance.

The incumbent is expected to uphold ethical behavior and abide by the established business code of conduct, policies, laws, and regulations governing Toronto Hydro.

MAIN RESPONSIBILITIES:

  • Obtaining, validating, analyzing, and providing timely and accurate information for meter to cash processes and systems.
  • Analyzing and resolving billing issues and performing necessary actions in various systems to ensure compliance and accuracy.
  • Preparing billing data, calculating adjustments, managing security deposits, and cancels and re-bills, among other billing-related tasks.
  • Investigating and coordinating field inquiries to resolve data discrepancies.
  • Liaising with external parties as needed and coordinating activities related to collections.
  • Verifying and updating meter data exceptions and estimating electrical consumption according to established processes.
  • Negotiating payment arrangements, processing skip tracing, and preparing accounts for collections.
  • Performing bank reconciliation and preparing documentation for bankruptcies and insolvencies.
  • Handling non-electricity invoices and resolving customer, billing, and payment issues.
  • Conducting journal entries, account reconciliations, and variance analysis as required.
  • Ensuring safety compliance and providing excellent customer service through various channels.
  • Promoting organizational initiatives and assisting in resolving billing issues.
  • Leading and guiding team members, performing administrative tasks, and demonstrating safety awareness.

REQUIREMENTS:

  • University degree or College diploma in relevant fields.
  • Minimum of two years of professional experience in a related field.
  • Strong analytical, critical thinking, and problem-solving skills.
  • Proficiency in MS Office applications and database functions.
  • Excellent communication and interpersonal abilities.
  • Knowledge of the electricity sector and regulatory codes.
  • Detail-oriented, proactive, and well-organized with prioritization skills.
  • Adaptable, flexible, and capable of multitasking in a dynamic environment.
  • Sound business acumen and understanding of customer relationships.
  • Experience with meter data technology, Customer Care, Billing, and accounting software.
  • Proactive in problem-solving and customer service.
  • Familiarity with metering systems and billing in a regulated industry.

Toronto Hydro offers a Hybrid Work Arrangement, allowing for remote work up to three days per week based on business requirements. Employees must live in Ontario and within a reasonable commuting distance to the office.