Address49359 - Toronto - Regular -
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.
It’s an exciting time to join the team at Hydro One!
Job Function:
Act as an expert resource to the Customer Service and Billing Operations team, and other business areas in crafting customer communications that will position Hydro One as empathetic, easy to deal with, optimistic, trustworthy and collaborative. Assume a leadership role with Customer Service and Billing Operations, Regulatory and other business areas in interpreting business needs and translating those needs into customer & marketing communications for customer initiatives, billing, rates, and payment programs, and other customer programs. Develop and/or champion new systems that support improving the customer experience and meet business goals. Collaborate with marketing & communications teams and other internal and external partners to enable an enhanced customer experience and execute projects, to drive positive company perceptions.
Job Description:
- Liaise to define, analyze and provide alternative solutions and proactive recommendations to support customer and business needs.
- Assist in the preparation and review of recommendations and business case documentation to support the preferred alternatives.
- Understand and interpret customer billing, collecting and servicing and make effective recommendations to clients to enhance customer communications and experience.
- Investigating, or recommending changes to customer programs, in all phases of customer service and commodity sale, governing supply of services, billing, collecting, payment processing, information release and other market-related customer relationship management.
- Constantly keep up to date with competitive and industry trends to enhance customer communications and marketing programs, including attending key utility events and conferences.
- Provide a value added liaison function with other departments and within marketing communications to provide expert advice and lead large scale projects to improve customer experience, customer communications and system operations.
- Represent the Department or Division on project teams where delivery channel management is core to effective market success. Persuade and present study findings to groups of peers and/or senior staff.
- Conduct benchmarking studies to examine issues related to delivery channel effectiveness. Provide recommendations to the Manager and Vice-President specific to their area of interest. Design and implement a program that leverages customer feedback and insights.
- Assist in budgeting, target setting and contract administrative process.
- Perform other duties as required.
Selection Criteria
Education:
- Requires a knowledge of state-of-the-art computer software and hardware to assess, evaluate and recommend additions, modifications to meet business needs.
- Requires excellent communication and facilitation skills to liaise with clients, service delivery channels and technical resources, to ensure that business needs are met.
- Requires technical skills such as advanced written customer communications, marketing using direct-to-customer channels, customer experience, and demonstrated advanced project management. This knowledge is considered to be normally acquired through the completion of 4 years of University training in these appropriate subjects.
Experience:
- Requires experience with the company to become familiar with the overall management model and corporate systems structure.
- Requires experience interacting with Customer Service & Billing Operations, or customer relations function.
- Requires further experience to perform an advisory function, lead teams and perform assessment to make business recommendations.
- Requires designing and advanced writing skills and ability to test different design options that meet the customer and brand goals.
Technical or judgemental errors in the development of program proposals and in the consideration of alternatives, may remain undetected until after recommendations are implemented. Such errors could involve considerable financial loss to the customer and could have a considerable adverse affect on the Corporation's credibility. Considerable effort may also be required to determine the corrective action necessary. This job may involve periodic travel and working from remote locations.
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 2024.
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 careers@hydroone.com. 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: April 17th, 2024
In the event you are experiencing difficulties applying to this job please consult our help page here.
