Customer Accounts Rep

3 weeks ago

Thunder Bay, Canada Hydro One Networks Inc Full time

**47623** - **Thunder Bay** - **Regular** - **Ongoing**

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

**Job Function**:
Perform Customer Communication Centre duties, including customer interaction relative to setting up new accounts, collection activity and providing customers account information in accordance with established policies, practices and procedures, using various manual and computerized systems.

following Customer Communication Centre duties in accordance with established policies, practices and procedures, using various manual and computerized systems:

- Respond to customer enquiries and concerns and provide advice on customer account management.Initiateservice order request.
- Set up new accounts to facilitate billing of retail customers for electrical energy usage.
- Process customer requests to modify existing accounts and services including cancellation of services, final bills, etc. Initiate contact with or respond to First Nation housing authority, legal firms or corporate legal department.
- Prepare and initiate the billing of 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.
- Obtain meter readings from contract meter readers and input the readings into customer information system.
- Prepare specifications for meter reading contracts. Monitor meter reader performance and provide assessment reports. Arrange for payment of the meter readers.
- 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 inquiries regarding billing matters. Send customer information, questionnaires and 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.
- Provide support to Corporate/Business Unit policies and programs on energy use, competitive pricing, product sales and marketing and sustainable energy development during each customer contact.
- Record, update and report statistical information pertaining to customer accounts, energy consumption and service quality standards, as required.
- Perform other duties as required.

**Selection Criteria**:
**Education**:

- Requires a good knowledge of English to communicate effectively customers while handling complaints and enquiries.
- 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**:

- Requires experience in customer communications to be 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 order requests, provide advice relative to procedures.
- Requires experience to be familiar with the billing and collection functions.
- Requires experience to answer routine enquiries from customers/staff related to rates, payment plans available, account status, etc, and to process related requests.
- Requires experience in the service aspects of the customer accounts function and related terminology etc.
- Requires experience with the various software/hardware packages involved to input/extract data, investigate/correct discrepancies and to generate/check various computerized reports.
- A period of up to three 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 2023.**

**Deadline: August 7, 2023**

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