Connections Coordinator

3 weeks ago

Ajax, Canada Elexicon Energy Inc. Full time

Elexicon Energy is the fourth-largest municipally owned electricity distributor in Ontario. Our mission is to provide our customers with reliable, affordable energy services and to continuously improve to meet their needs, while ensuring the needs of our shareholders are met through sustainable growth.

WHY JOIN OUR TEAM?

At Elexicon Energy we believe in living and leading our values through our daily actions. Our people are passionate about what they do and are engaged in day-to-day operations, projects and initiatives to support Our Why of empowering the communities we serve and helping customers create the possibilities that energize their future. This is an exciting time to join our growing team as we develop the strategies and plans to support a new brand and vision for customer centricity and operational excellence

DUTIES & RESPONSIBILITIES
- Coordinate and administer all processes related to customer account service changes including setting up new customer accounts in CIS complete with billing category, code, cycle, period and address; removals (including removals due to fire, demolition etc.), isolations, disconnects/re-connects and meter installations following existing processes and tools (e.g. NorthStar) and ensuring Customer contracts are in place with Customer Experience Group prior to energization.
- Coordination and administration of Offer-to-Connects (OTC) using available tools (e.g. Worktech, Quadra etc.), collect and process fee payments by customers, review and process incoming ESA Connection Authorizations and secondary / follow-up inspections to ensure all requirements are met before a connection pass-by is issued for connecting and energizing the service.
- Coordinate with Metering, Operations and Customer Experience Department as well as within the Asset Management Group, so that all field services and records associated with the Customer account are completed in a timely manner to ensure compliance with OEB Service Quality (SQI) Requirements
- Create and issue invoices as required, including Substation Isolation fees, after-hours payments and other High-Voltage Isolations (e.g. Three-phase isolations for maintenance).
- Liaise with Customers for payments, deposits, fee adjustment requests in line with Elexicon Energy policies and coordinate with Customer Experience Department to affect these changes in the CIS and other programs (e.g. Quadra) as applicable.
- Review and coordinate trouble report issues routed from Operations Department. Direct Customer service related inquiries to appropriate Technicians, as needed, and handle Customer complaints regarding servicing, in collaboration with Operations.
- Daily schedule and review isolations, connections, re-connections and other scheduled appointments. Maintain associated records in line with the OEB SQI requirements per prevalent Elexicon processes and workflows.
- Provide coverage / support to other Connections Coordinators as required, assist with training, providing feedback and keep customers and departments updated on Work-in-Progress (WIP).
- Participate in the Health and Safety programs / meetings / trainings as sanctioned by the Organization or the Department and meet or exceed the workplace safety and health related goals.
- Routinely close-off completed Service Orders in CIS, ensure all evidence for connections audit are available and properly recorded and follow-up with the appropriate staff / department for outstanding documents in a timely manner.
- Monitor and manage locate request through in-house and outside resources (e.g. One Call) in a timely manner for both regular and emergency work. Process and maintain ALA (alternate locate agreements) and blanket locates with contractors
- Compile month-end data and create ESQR month-end reports ensuring accuracy and completeness.
- Process insurance claims against Elexicon, Liaise with all stakeholders, obtain police reports and additional evidence as required. Record information for OEB internal reporting.
- Administer renewable energy projects; answering customers enquiries, scheduling service layouts, providing information to Operations, creating and distributing Offer to Connect, managing payments, and scheduling connections/isolations.
- Other duties as assigned

KEY SKILLS & QUALIFICATIONS
- Strong communication, interpersonal and organizational skills.
- Electrical System and Utility business knowledge

MINIMUM REQUIREMENTS
- 2 year post-secondary diploma or equivalent
- 3 to 5 years relevant experience in customer service, billing, collection

**Our Commitment to Diversity, Equity, Inclusion and Belonging**:
Elexicon Energy embraces and celebrates our collective diversity. We are committed to fostering an inclusive, diverse and equitable workplace built on respect, support and collaboration.

We thank all applicants; however, only those to be considered will be contacted.

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