Customer Care Team

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49712  -  Markham  -  Rotation  -  12 months - 24 months  

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 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

General Accountabilities:

• Reporting to the Team Manger your accountabilities include coaching employees, providing 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 the team manager by providing information concerning the need for training of subordinate positions. Supervise staff at the Markham Call Centre.
• Provide advice and guidance on problems encountered by staff relative to the application of work procedures. Provide coaching to all agents, including side by side monitoring and feedback.
• Refer personnel matters to Management.
• Respond to customer enquiries and concerns and provide advice relative to collections and billing issues or irregularities.
• Provide analytical guidance to agents to resolve collections issues.
• Provide information to agents and customers on Conditions of Service.
• Initiate or provide guidance to create service order requests and issue to appropriate Hydro One line of business or authorized contractor/service provider.
• Provide information to agents or 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 departments.
• 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 account information and customer bill/billing information. 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/ installment plans and issue instruction orders.
• Respond to customer enquiries including escalations regarding collections and billing matters.
• Send customer information, surveys or questionnaires, arrange for field personnel to perform a physical check of customer's premises and, if necessary, a meter dispute test by the appropriate regulatory authorities, etc. Respond to customer trouble calls, power outages, emergencies, etc.
• Identify source of problem and determine location of caller, utilizing appropriate resources.
• Relay information to appropriate Hydro One line of business or authorized contractor/service provider or supervisor/designate, for appropriate action.
• Provide support to Corporate/Business Unit/Utility policies and programs on energy use, competitive pricing, product sales , 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.
• Provide side by side mentoring to Contact Centre staff, provide quality assurance monitoring. Provide productivity reports to supervisors on a recurring basis.
• Monitor agent breaks, lunches, start and end times visually and by electronic systems. Perform other duties as required.

Selection Criteria

• Demonstrated customer orientation and commitment to corporate goals. Ability to develop cooperative working relationships.
• Ability to coach individuals to meet performance objectives. Strong analytical, problem solving and decision making skills. Strong organization skills.
• Strong interpersonal, oral and written communication skills.
• Ability to deliver high quality products on schedule with a minimum of supervision. Ability to focus and work under pressure.
• Use of innovative solutions or approaches.
• Self-starter, capable of identifying the need for, and taking independent action.

Essential Knowledge, Experience and Qualifications:

• Requires experience to perform the supervisory aspects of the job.
• Must have demonstrated knowledge with software tools, processes and procedures used in collections and billing.
• Must have demonstrated experience in the correction of billing exceptions, no bills and outliers, including standard procedures, work instructions and processes to resolve.
• Must have demonstrated experience with customer interactions via voice, email or letters. Must have demonstrated experience handling customer escalations.
• Previous experience in a team coaching role is required.
• Requires previous experience with collections and billing functions, customer service and related practices and procedures of a regulated utility.
• Requires an in-depth understanding of the current IT systems and interfaces used for electricity billing and Contact Centre Operations, including the SAP, Customer Information Systems (CIS), WFM, Genesys and others
• Requires an understanding of the Late Stage Collections strategies and principles
• Requires 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 or by having the equivalent level of education
• A period of over 4 years and up to and including 6 years is considered necessary to gain this experience.

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 2024.

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 careers@hydroone.com . 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.

In the event you are experiencing difficulties applying to this job please consult our help page here .

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