Job Description

49972 - Etobicoke - Temporary 6 monthsHydro 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\xe2\x80\x99re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.It\xe2\x80\x99s an exciting time to join the team at Hydro One!You are a talented professional looking for a career, not a job and dedicated to excellence in service management and customer service. The Customer Advocate works closely with all lines of business including but not limited to Order Management, Provisioning, Operations, IT, Product Management, Finance, Sales, Engineering and Carrier Relations to meet the needs of the customer and make sure Acronym Solutions serves their best interests.Your natural ability to establish strong working relationships while increasing profitability for the company is exactly what we are seeking. You are tenacious and charismatic in your approach to resolving obstacles and results-driven and action-oriented to getting the job done right.As part of your DNA, you are an aggressive, self-starter, with the proven ability to build relationships, articulate Acronym Solutions\xe2\x80\x99 business requirements and business strategies, and create win/win/win situations for Acronym Solutions and our customers.Duties and Responsibilities:- Act as strong voice and advocate with Acronym Solutions leadership team across Customer Experience, Sales, Product, Operations, Engineering, and IT to ensure the needs of our customers are prioritized and heard.
- Represent Acronym Solutions in key client engagements, working directly with customers to proactively improve our services and support engagements, while being a key point of escalation
- Work closely with internal teams, and third-party partners to ensure timely issue resolution
- Establish and manage key Operational KPIs across our customers and products, and ensure proper reporting and analytics are in place.
- Build and maintain strategic relationships with our customers and advocate on their behalf.
- Proactively identify opportunities to provide additional value for our customers.
- Identify opportunities to expand accounts, as well as support accounts through their business changes.
- Drive root cause analysis and corrective actions to ensure continuous improvement in SLA performance
- Handle customer management escalations and engage the right levels/organizations
- Proven ability to drive issues in a tough and time sensitive environment
- Ability to think on your feet in difficult and stressful environments
- Communicate effectively and appropriately when meeting with internal and external stakeholders.
- Flexibility to work occasionally outside normal hours and depending on customer requirements temporarily make minor adjustment to working hours.
- Ability to plan work to meet deadlines and unexpected situations and/or requests
- Ability to adapt to change and to act as a change agent / manger whenever requiredQualifications:- Demonstrated ability to lead people and get results through influencing others.
- Enthusiasm and the ability to thrive in an atmosphere of constant change.
- Excellent judgement, intellectual ability, and leadership skills with high integrity.- Well-developed commercial and business acumen.
- Strong negotiation skills.
- Telecom experience is required
- Strong analytical skills, with a track record of developing actionable recommendations from quantitative data.
- Outstanding organizational skills with a strong attention to detail
- Demonstrated aptitude to learn in a fast-paced environment
- Strong work ethic and problem-solving skills
- Exceptional sense of organization and attention to detail
- Experience managing with ITIL framework an asset.
- Can work independently or in a team
- Requires good knowledge of English to communicate effectively with all contacts involved in accomplishing work objectives.
- Requires experience with various software applications such as MS Word, Excel, MS Project, and MS Visio to produce various reports.
- This knowledge is normally acquired through the completion of 4 years of University training or equivalent work experience.
- A period of over 10 years is considered necessary to gain this experience.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\xe2\x80\x99s 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: Monday, November 18th, 2024.In the event you are experiencing difficulties applying to this job please consult our help page .We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.

Hydro One Networks