Customer Service Representative

Description:

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.

General Accountabilities

Respond to customer requests to modify existing accounts and services including upgrading or cancellation of services, billing and/or field work inquiries.
Initiate service order requests such as connects, disconnects, investigations and locates and issue to the appropriate centre, utilizing available resources and information.
Initiate contact with, or respond to legal firms or corporate legal department.
Provide information relative to new services utilizing available resources.
Initiate service orders to set up new accounts to facilitate billing of customers for electrical energy usage.
Respond to customer inquiries regarding claims for damage caused to their electrical equipment.
Prepare and initiate the billing of customers including remote community customers, to recover costs of electrical energy and other services provided.
Perform reviews to verify the accuracy of customer information, billing status 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 inquires regarding billing matters.
Provide customer with information, questionnaires, or arrange for a field visit if required and if requested by the customer, provide information regarding a dispute test of the meter.
Respond to customer trouble calls and emergencies, determine location of caller and possible sources of the problem, utilizing appropriate resources and questions.
Relay information via the prescribed/appropriate methods.
If necessary, refer information to a Supervisor/designate, or the appropriate internal or external contact person/group for appropriate action.
Provide support to Corporate/Business Unit policies and programs.
Actively offer and enroll customers in programs such as Pre-Authorized Payments, Budget Billing and paperless billing during customer contact when appropriate.
Calculate pricing for Hydro One services upon request.
Record, update and report statistical information as required.
Handle customer inquiries and escalations in a variety of channels or manner, including calls, emails, back office work, social channels, web chat or in-person interactions.
Future channel or interaction types may be added from time to time as dictated by customer desire.
Complete back office work including the processing of billing exceptions in SAP or other systems.
Escalate urgent situations or failed customer service interactions as and when appropriate, in line with the company’s focus on first contact resolution.
This could include referral to a supervisor or manager, or appropriate work group in the contact centre or other Hydro One lines of business.
Perform other duties as required.

Selection Criteria

Requires 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 communication 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 various material such as correspondence and reports.
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.
Requires experience to be familiar with the various responsibilities, functions and their interrelationships and with the contacts and sources of information involved.
Requires experience to set up requests for new accounts, initiate service orders, provide information relative to new service supply regulations, service upgrades and provide information on procedures related to damage claims.
Requires experience to be knowledgeable of the billing and collection functions.
Requires experience to understand and apply the related policies, practices and procedures involved in dealing with customer billing problems, to handle delinquent accounts and to maintain records and files.
Requires experience to answer routine enquiries from customers/staff related to service classes, service guarantees, rates, payment plans available, account status and to process related requests.
Requires experience in the service aspects of the customer accounts function and related terminology such as service upgrades, sentinel lights and damage claims.
Requires experience to deal effectively with customers relative to their needs and concerns.
Requires experience with the various procedures and computerized systems related to the work and associated practices and procedures involved to input/extract data, investigate/correct discrepancies and to generate various reports and service requests.
A period of up to three years is considered necessary to gain this experience.