Customer Operations Coordinator

4 weeks ago

Calgary, Canada FortisAlberta Inc Full time

ABOUT US
At FortisAlberta we invest in our greatest resource – our people. As Alberta’s largest electricity distribution provider, we are positioned for growth. Each day, FortisAlberta employees strive to exceed customer expectations while maintaining a focus on our commitment to safety.

APPLICATION DEADLINE: December 1, 2023
REPORTS TO:  
TITLE: Customer Operations Coordinator (U23-458) 
DEPARTMENT: Customer Operations
WORK LOCATION/OFFICE: Calgary
STATUS: 01 Full Time - Salaried
NUMBER OF HIRES:  1

Why Join Our Team?

At FortisAlberta, our employees’ matter. We work in a customer-focused and team-oriented environment where the safety of our employees and communities is paramount, our customers’ needs are a top priority and the reliability of their electricity service is critical. By joining the FortisAlberta family, you will become part of a collaborative and communicative culture, one that is respectful of our history, while focused on the future and the opportunities it brings. At FortisAlberta, we power Alberta communities and empower our people to do their best work.

What Are We Looking For?

Under the general supervision of the Supervisor Site Management, the Customer Operations Coordinator will work within the Customer Operations area. This includes Billing & Accounts Receivable (A/R), Load Settlement (LS), Meter Data Management (MDM) and Site Management (SM). Responsibilities will include ensuring timely and accurate provision of billing & A/R, LS, MDM and SM data to internal users and the electricity market. The Customer Operations Coordinator will collect, monitor, analyze and report on associated data, collaborate with other departments to ensure compliance with applicable legislative requirements and resolve inquiries from internal and external stakeholders.

Management will specify which functions will be performed by the individual based on business needs.


Specific duties and responsibilities include, but are not limited to:

Processing, investigating, reporting and revising billing & A/R, LS, MDM and SM data in FortisAlberta systems to ensure the timeliness and accuracy of information and processes. Running daily, weekly, monthly operational processes and reports. Creating and providing statistical reporting on billing & A/R, energy, and site data. Processing, investigating, reporting and resolving billing & A/R, LS, MDM and SM adjustments. Processing, investigating, reporting and resolving retailer and customer inquiries and complaints. Conducting data and process review to provide consistent defendable conclusions and recommendations to support process improvement initiatives. Determining root causes of anomalies to data and processes. Coordinating with applicable stakeholders to address issues in an effort to decrease failures, reduce work volumes and improve efficiencies. Testing of system changes. Special projects and other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES :

Knowledge and understanding of the Alberta electrical system (generation, transmission, and distribution) 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 the legislation and guidelines relating to the Alberta electricity market to the assigned daily operations. Strong organizational and time management skills in order to manage multiple priorities and competing demands, to ensuring all processes meet the timelines specified by federal, provincial regulation and FortisAlberta Inc. Demonstrated technical and analytical skills to identify and resolve issues; this includes evaluating and recommending possible solutions while working under strict deadlines. Proven ability to work in a team environment and independently; this includes excellent written and oral communication, interpersonal and problem solving skills. Intermediate proficiency in querying databases and reviewing data, using multiple database querying tools (e.g. BI, SAP Quickviewer, SAP Business Objects). Intermediate proficiency in SAP-ISU. Intermediate Excel skills allowing for the accurate production and analysis of spreadsheets making use of functions, macros, pivot tables and charts.

EDUCATION & 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.

SPECIAL CONDITIONS:

Any and all applicants being considered for this position may be subject to such additional tests or evaluations as the Company may require and are relevant.

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