Customer Care Team

**49712** - **Markham** - **Rotation** - **12 months - 24 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**:

- Reporting to the Team Manger your accountabilities include coaching employees, providing ongoing oral and written feedback, draft and implement individual development plans.
- Carry out review, checks and audits on daily work performance to maintain desired quantity, quality and accuracy levels, using such tools as monitoring, scheduling systems and the Customer Information System.
- Assist the team manager by providing information concerning the need for training of subordinate positions. Supervise staff at the Markham Call Centre.
- Refer personnel matters to Management.
- Respond to customer enquiries and concerns and provide advice relative to collections and billing issues or irregularities.
- Provide analytical guidance to agents to resolve collections issues.
- Provide information to agents and customers on Conditions of Service.
- Initiate or provide guidance to create service order requests and issue to appropriate Hydro One line of business or authorized contractor/service provider.
- Provide information to agents or customers on procedures related to claims for damage caused to their electrical equipment.
- Process customer requests to modify existing accounts and services including cancellation of services, final bills, etc.
- Initiate contact with or respond to legal firms or corporate legal departments.
- Prepare and initiate the billing of retail customers including remote community customers to recover costs of electrical energy and other products and services provided.
- Perform reviews to verify the accuracy of the account information and customer bill/billing information. 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/ installment plans and issue instruction orders.
- Respond to customer enquiries including escalations regarding collections and billing matters.
- Send customer information, surveys or questionnaires, arrange for field personnel to perform a physical check of customer's premises and, if necessary, a meter dispute test by the appropriate regulatory authorities, etc. Respond to customer trouble calls, power outages, emergencies, etc.
- Identify source of problem and determine location of caller, utilizing appropriate resources.
- Relay information to appropriate Hydro One line of business or authorized contractor/service provider or supervisor/designate, for appropriate action.
- Provide support to Corporate/Business Unit/Utility policies and programs on energy use, competitive pricing, product sales, marketing and sustainable energy development during each customer contact.
- Calculate pricing for all Retail products and services upon request.
- Record, update and report statistical information as required.
- Provide side by side mentoring to Contact Centre staff, provide quality assurance monitoring. Provide productivity reports to supervisors on a recurring basis.
- Monitor agent breaks, lunches, start and end times visually and by electronic systems. Perform other duties as required.

**Selection Criteria**

**Essential Competencies**:

- Strong customer driven focus.
- Demonstrated customer orientation and commitment to corporate goals. Ability to develop cooperative working relationships.
- Ability to coach individuals to meet performance objectives. Strong analytical, problem solving and decision making skills. Strong organization skills.
- Strong interpersonal, oral and written communication skills.
- Ability to deliver high quality products on schedule with a minimum of supervision. Ability to focus and work under pressure.
- Use of innovative solutions or approaches.
- Self-starter, capable of identifying the need for, and taking independent action.

**Essential Knowledge, Experience and Qualifications**:

- Requires experience to perform the supervisory aspects of the job.
- Must have demonstrated knowledge with software tools, processes and procedures used in collections and billing.
- Must have demonstrated experience in the correction of billing exceptions, no bills and outliers, including standard procedures, work instructions and processes to resolve.
- Previous experience in a team coaching role is required.
- Requires previous experience with collections and billing fu