Customer Operations Coordinator

3 weeks ago


Calgary, Alberta, Canada FortisAlberta Inc Full time

About FortisAlberta Inc


At FortisAlberta Inc, we are a customer-focused and team-oriented organization where safety is paramount, and our customers' needs are a top priority. We strive to exceed customer expectations while maintaining a strong commitment to reliability.


Job Summary


The Customer Operations Coordinator plays a key role in ensuring timely and accurate provision of billing data to internal users and the electricity market. This position involves collecting, monitoring, analyzing, and reporting on associated data, collaborating with other departments to ensure compliance with applicable legislative requirements, and resolving inquiries from internal and external stakeholders.


Key Responsibilities



  • Processing, investigating, reporting, and revising billing data in FortisAlberta systems to ensure timeliness and accuracy.
  • Running daily, weekly, and monthly operational processes and reports.
  • Creating and providing statistical reporting on billing data.
  • Processing, investigating, reporting, and resolving billing adjustments.
  • Processing, investigating, reporting, and resolving retailer and customer inquiries and complaints.
  • Conducting data and process reviews to provide consistent defendable conclusions and recommendations.
  • Determining root causes of anomalies in data and processes.
  • Coordinating with stakeholders to address issues and improve efficiencies.

Requirements



  • Knowledge and understanding of the Alberta electrical system market transactions, energy billing, and metering concepts.
  • Working knowledge of AUC Rule 004 - Tariff Bill Code and AUC Rule 021 - Settlement System Code.
  • Working knowledge of FortisAlberta rates, guidelines, terms, and conditions.
  • Critical thinking skills to apply legislation and guidelines to daily operations.
  • Strong organizational and time management skills to manage multiple priorities and competing demands.
  • Demonstrated technical and analytical skills to identify and resolve issues.
  • Proven ability to work in a team environment and independently.
  • Intermediate proficiency in querying databases and reviewing data.
  • Intermediate Excel skills allowing for accurate production and analysis of spreadsheets.

Education and Experience



  • A Degree or Diploma in a related discipline, such as Business Administration, Economics, or Commerce, plus a minimum of 3 years of related and relevant business experience is required.
  • An equivalent combination of education and relevant experience may be considered.


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