Customer Advocate
1 week ago
**48392** - **Markham** - **Rotation** - **12 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**:
- Resolve customer concerns and issues by driving customer-centric resolutions in a highly responsive manner representing both our Customer and the Company
- Manage customer experiences and expectations during resolution of concerns, questions, or issues
- Work closely with and maintain relationships with contributors from various Lines of Business to ensure complaint resolutions are determined and executed thoroughly and expeditiously.
- Champion and advocate for the customer when an exception to policy and/or process is needed and when it makes sense for the larger good of the relationship between our customer and the Company.
- Identify root causes, and advocate for changes to operational policy and practices that better service the customer and Company within a framework of continuous improvement, while balancing realities and strategic goals of the Company.
**Specific Accountabilities**:
- Investigate and resolve customer complaints, concerns, issues by driving customer-centric resolutions in a highly responsive manner, keeping the customer updated and engaged along the resolution journey.
- Facilitate resolution by engaging relevant Lines of Business and being the liaison to delight the customer and provide resolution.
- Prepare all correspondence and documentation relating to a customer’s complaint and the resolution to the complaint.
- Prepare and deliver presentations or reports to further the understanding of Hydro One’s practices and policies with our Customers, and for internal use of issues, attitudes, and opportunities arising from customer complaints.
- Effectively and empathetically interact with customers and external stakeholders alike to discuss complaints, resolutions and outcomes by telephone, in person, and in writing.
- Investigate, assess, recommend on complaints and trends of complaints, issues or concerns to enable business unit strategies, position papers and recommendations for continuous improvement to be used by Senior and Line Managers, as well as Customer Solutions function staff for the management of Customer Solutions.
- Improve the customer experience based on investigation results and complaint resolutions.
- Prepare clear, concise descriptions of investigation findings and resolutions for Executive Briefings, complaint trend monitoring, customer educational materials and sharing with customers by any mechanism e.g. face to face, on the telephone or in writing.
- Research and collect information manually and through computerized systems for issue assessments and Customer Solutions documentation.
- Document customer complaints, investigation notes, and all materials associated with the complaint life cycle on the journey to resolution.
- Provide information on complex and/or sensitive issues, attitudes and trends or public concerns and matters.
- Maintain an in-depth understanding of plans, activities and issues in all key Hydro One business areas and the potential impact on Hydro One with its customer from the perspective of the customer experience and impact.
- Meet with customers representing Customer Service to educate, share Company information, complaint resolutions and further strengthen relationships with our customers by addressing their concern or complaint and growing their knowledge of the electricity sector and Hydro One’s role in the industry.
- Negotiate with various business units or external government agencies such as the OEB on customer complaint issues and influence these groups to adopt a course of action to one suitable to the Company
- Accommodate customer schedules when sharing outcomes and resolutions.
- Perform other duties as required.
**Selection Criteria**:
- Requires strong investigate skills to identify successful resolutions that meet customer expectations and Company interests
- Requires expert knowledge of electricity utility business practices, methods and procedures specially related to Hydro One Networks practices and policies within the framework of the electrical sector
- Requires experience in customer service work with the various classes and types of rural customers, rate structures, publications and types of problems associated with the function.
- Requires strong communications skills, both written and verbal, including grammar and composition skills to write and edit correspondence associated wit
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