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Customer Relations Representative

2 months ago

Toronto, Ontario, Canada Toronto Hydro Corporation Full time
Job Summary

We are seeking a highly skilled and detail-oriented Customer Relations Representative to join our team at Toronto Hydro Corporation. As a key member of our Customer Care department, you will play a critical role in providing exceptional service to our residential, commercial, and industrial customers.

Key Responsibilities
  • Obtain, validate, and analyze customer information to support the meter to cash process.
  • Analyze and resolve billing issues and related activities, ensuring compliance and accuracy of customer metering and billing data sources.
  • Prepare billing data, bills, and letters, and calculate billing adjustments, assess and manage security deposits, capital contributions, and cancel/re-bill using in-depth knowledge of rate structures, demand and load calculations, and meter types.
  • Investigate and coordinate field investigations to provide resolution towards data issues or customer and account discrepancies.
  • Liaise with outside agencies, city inspectors, bailiffs, contractors, and field staff as required, coordinating activities in the collections and severance process to optimize the collection of outstanding account balances.
  • Verify and update meter data exceptions, validate data and estimates electrical consumption and demand according to established processes, rules, and schedules.
  • Negotiate payment arrangements with customers on outstanding balances, process skip tracing, prepare final bills, review and prepare accounts and documentation for external collection agencies and write-off.
  • Perform daily bank reconciliation, working closely with the bank, finance, and treasury, including reconciling customer payments to the general ledger.
  • Prepare and process documentation for bankruptcies, foreclosures, and insolvencies.
  • Liaise with other divisions and customers to prepare and process non-electricity invoices such as those for construction projects, claims, generation projects, and lease agreements; perform collection-related activities, investigate and resolve all customer, billing, coding, and payment issues.
  • Perform journal entries and account reconciliations as assigned and perform variance analysis on related accounts in accordance with auditing requirements, including preparation of any trial balances or other accounting documentation.
  • Demonstrate safety awareness and adhere to safety rules and regulations.
  • Build, maintain, and enhance customer experience by providing service based on specific customer needs via inbound telephone queue, outbound phone contacts, written correspondence, formal and informal face-to-face meetings, and digital communications.
  • Promote organizational initiatives, such as self-service web features, including eBills and energy management tools.
Requirements
  • University degree or three (3) year College diploma (Business, Communications, Accounting, Finance, and Electrical Technologist/Engineering based studies preferred).
  • Minimum two years of previous professional work experience in a related field.
  • Strong analytical, critical thinking, mathematical, and problem-solving skills to investigate and resolve complicated issues.
  • Highly proficient in MS Office applications including Outlook, Word, Excel, and PowerPoint; experience using in-house database functions at an intermediate level or higher.
  • Advanced communication (verbal and written) and interpersonal skills.
  • Knowledge of the electricity sector, specifically the Ontario Energy Board (OEB) and other regulatory codes preferred.
  • Detail-oriented, proactive, and highly organized with the ability to prioritize and adhere to tight timelines.
  • Demonstrates adaptability and flexibility; able to multi-task in an ever-changing environment.
  • Demonstrates sound business acumen; understands the relationship between role and customers.
  • Meter data technology; Customer Care and Billing; and accounting software experience across all types of systems is preferred.
  • Proactive problem-solving on meter data issues, including root cause analysis.
  • Customer service and customer relationship building skills; ability to interact professionally with internal and external stakeholders.
  • Knowledge of metering systems such as MDMR, ODS, etc. an asset.
  • Experience in billing within a regulated industry environment an asset.
What We Offer

Toronto Hydro Corporation offers a Hybrid Work Arrangement, allowing for remote work up to three days per week, based on business needs. Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person. You are expected to live in Ontario and within reasonable commuting distance of the office.