Description:
Perform the following Customer Communication Centre duties in accordance with established policies, practices and procedures, using various manual and computerized systems:
General Accountabilities
- Coach employees, provide 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 supervisor by providing information concerning the need for training of subordinate positions.
- Supervise staff in the Customer Communications Centres by assigning segments of work to meet ongoing workload requirements. Provide advice and guidance on problems encountered by staff relative to the application of work procedures. Train subordinates or new hires. Refer personnel matters, to Management Supervisor.
- Respond to customer enquiries and concerns and provide advice relative to new service supply regulations, service upgrades and normal applications of electrical energy etc. outlining Retail's Service Guarantee and competitive contracting policies. Initiate service order request and issue to Utility Operations Centre.
- Set up new accounts, including line extensions, service upgrades, etc, to facilitate billing of retail customers for electrical energy usage. Provide information on Retail Service Guarantees. Initiate service order request and issue to Utility Operations Centre.
- Provide advice to 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 department.
- 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 Retail information and customer bills.
- 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 and issue instruction orders.
- Respond to customer enquiries regarding billing matters. Send customer information, questionnaires, arrange for field personnel to perform a physical check of customer's premises and, if necessary, a meter dispute test by the appropriate provincial ministry, etc.
- Respond to customer trouble calls, emergencies, etc. Identify source of problem and determine location of caller, utilizing appropriate resources. Relay information to Utility Operation Centres or supervisor/designate, for appropriate action.
- Provide support to Corporate/Business Unit/Utility policies and programs on energy use, competitive pricing, product sales and 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.
- Perform other duties as required.
Selection Criteria
Education:
- Requires a knowledge of mathematics and accounting principles at a level sufficient to prepare billing calculations, transformer losses and allowances, meter reading estimates, balance transactions, foreign exchange, special charges to customer and to understand the intent, application and reconciliation of billing and collection activities.
- Requires a good knowledge of communications skills to understand instructions, policies, practices, procedures and to communicate effectively with customers while handling complaints and enquiries.
- Requires a knowledge of keyboard operation to type correspondence, reports, etc.
- Requires a knowledge of data processing and computer operations to utilize various local and Corporate computerized systems. This knowledge is considered to be normally acquired either through the successful completion of Grade XII in a Secondary, Commercial or Technical School or by having the equivalent level of education.