Support Business Customer Centre (BCC) functions regarding Commercial & Industrial (C&I) customers and distributed generators, with a focus on Complex customers.
Understand how C&I customers are set up for billing and payment to be able to effectively explain a customer’s bill or troubleshoot any issues discovered.
Understand how a customer’s facility/meter data relationships are maintained in the meter data management system and customer information system (CIS).
Review electricity consumption in online tools and provide customers with comparative analytics in support of billing,
Conservation & Demand Management (CDM), and/or Regulatory impact on their bills.
Respond to customer enquiries regarding contract process, field service requests, billing, rates and payment matters, other Hydro One initiatives, and customer requests to modify existing accounts and services.
Provide analytical support to Customers, other Hydro One Line of Business inquiries, or BCC Supervisor as required.
Respond to phone calls or e-mails from customers who have questions regarding their billing, payment or service.
Work with the Settlements team, and other Lines of Business, to obtain details as required.
Proactively contact customers by phone or e-mail, as required for various programs, issues, or initiatives.
Understand regulatory compliance requirements of OEB Distribution System Code, Retail Settlement Code, IESO Market Rules and Program Rules.
Assist in the development and implementation of business processes and procedures required to ensure the integrity of BCC functions
Maintain customer account/meter data relationship in CIS and coordinate with other teams as required to update information.
Respond to customer enquiries regarding billing issues, service and account changes, and other Hydro One initiatives. Contact end-use customers and generators regarding billing and payment issues. Forward issues of concern to senior staff.
Perform audits to ensure billing parameters such as (rate class, total loss application including transformer loss allowance/adjustments and transformer ownership), have been correctly applied and reflected in the subsequent bill to the customer. Forward discrepancies identified to senior staff.
Exchange information with outside organizations such as IESO, 3rd party MSP, service providers as directed.
Some travel may be required (support for offsite presentations and/or customer visits)
Presentations to other Lines of Business, or customers, to describe our role, rates and regulations
Perform other duties as required.
Selection Criteria and Essential Competencies:
Knowledge of engineering principles, economics, and business administration.
Knowledge of Hydro One’s Conditions of Service.
Knowledge of relevant sections of OEB Codes, IESO Market Rules and Program Rules.
Knowledge of wholesale market and retail market billing and settlements
Knowledge of metering, billing and settlement processes.
Knowledge of load analysis, billing, settlements and customer service.
Computer programming and data management skills.
Strong analytical skills.
Ability to translate complex electricity consumption profiles, regulatory requirements, and billing calculations into
readily understood communications for C&I customers.
Customer service and account management skills plus experience in the use of CIS.
Four-year university education, or equivalent, in an appropriate field.
Experience in using software such as MS Office, Access, Visio.
Experience in load data management systems such as IEE & CIS.
Excellent communication and writing skills.
A minimum of two – four years related experience.
If you share our passion for safety, our customer service focus, and are ready to play a lead role in building a bright future, we would love to hear from you!
Thank you for considering this opportunity and we welcome applications from all qualified candidates. If you are being considered for an interview or other assessment one of our Recruitment Consultants will be in touch. Furthermore, if you are being considered for an interview and require special accommodations please let us know. Finally, short-listed candidates will be asked to pass a reliability check (which could include criminal background check, driver’s license abstract, education verification, etc.) prior being offered a job at Hydro One.
Deadline: December 10, 2018
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