Customer Accounts Representative Jobs

46845 - Thunder Bay - Temporary - up to 15 months

Safety Comes First is a core value at Hydro One, and we remain committed to taking every reasonable precaution to ensure a respectful, safe and healthy working environment. Further to this commitment, we have adopted a COVID-19 Vaccination Policy to protect the health of our employees from the hazard of COVID-19. New employees will be required to declare their vaccination status to Hydro One. Employees who do not provide proof of vaccination status may not enter any 3rd party locations that require full vaccination (e.g. customer properties).

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 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!

• NOTE* Hydro One introduced a Hybrid Work Pilot Project in 2022 for most office-based roles. Employees work in-office/on-site two days a week and remotely from home for three days a week. Hydro One is adding refreshed workspaces and technology to support these changes. Join us as we ‘trial & learn’ a new modern way of working and be a key driver of future state!

In office but with intention – a time for team and trust building, collaboration, and socialization. Please reach out to us to learn more!

Bilingual Oji-Cree/English capability

This position requires the ability to communicate in Oji-Cree. This ability is deemed to be a qualification for the purposes of selection (Remotes/PWU LOU #134)

Job Function

Perform Customer Communication Centre duties, including customer interaction relative to setting up new accounts, collection activity and providing customers account information in accordance with established policies, practices and procedures, using various manual and computerized systems.

following Customer Communication Centre duties in accordance with established policies, practices and procedures, using various manual and computerized systems:

• Provide support to Corporate/Business Unit policies and programs on energy use, competitive pricing, product sales and marketing and sustainable energy development during each customer contact.
• 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.
• Obtain meter readings from contract meter readers and input the readings into customer information system.
• Respond to customer enquiries and concerns and provide advice on customer account management.Initiate service order request.
• Respond to customer trouble calls, emergencies, etc. Identify source of problem and determine location of caller, utilizing appropriate resources.
• Prepare specifications for meter reading contracts. Monitor meter reader performance and provide assessment reports. Arrange for payment of the meter readers.
• Perform other duties as required.
• Set up new accounts to facilitate billing of retail customers for electrical energy usage.
• Respond to customer inquiries regarding billing matters. Send customer information, questionnaires and 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.
• Prepare and initiate the billing of 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.
• Process customer requests to modify existing accounts and services including cancellation of services, final bills, etc. Initiate contact with or respond to First Nation housing authority, legal firms or corporate legal department.
• Record, update and report statistical information pertaining to customer accounts, energy consumption and service quality standards, as required.

Factors

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 English to communicate effectively customers while handling complaints and enquiries.
• Requires a knowledge of computer principles to utilize the various software applications for the extraction and input of data into the various databases.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.

Experience

• Requires experience to understand and apply the related practices and procedures involved in dealing with customer billing problems, to handle delinquent accounts, etc, and to maintain records and files.
• Requires experience in the service aspects of the customer accounts function and related terminology etc. Requires experience with the various software/hardware packages involved to input/extract data, investigate/correct discrepancies and to generate/check various computerized reports. A period of up to three years is considered necessary to gain this experience.
• Requires experience in customer communications to be familiar with the various responsibilities, functions and their interrelationships and with the contacts and sources of information involved.
• Requires experience to be familiar with the billing and collection functions.
• Requires experience to answer routine enquiries from customers/staff related to rates, payment plans available, account status, etc, and to process related requests.
• Requires experience to set up new accounts, initiate service order requests, provide advice relative to procedures.

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2022.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email [email protected] . Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Deadline: June 19, 2023

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