Job Description

WORK ILLUSTRATION:Reporting to the Manager of Customer Connections Planning & Technical Analysis, the Customer Connections Associate is responsible for the day-to-day support of systems, processes and activities that drive the centralized intake for all customer-initiated connections projects. The incumbent will participate in departmental or divisional projects to enhance the customer experience for customer-initiated connections projects from intake to closure. The associate will work with internal stakeholders to build and foster relationships to proactively and reactively support and improve the customer connections customer experience.The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.KEY RESPONSIBILITIES:

• Acts as a member of the customer connections and Key Account services team to support the ongoing delivery of corporate and team objectives.
• Provide day-to-day support to customers for end-to-end intake process from technical triage, pre-design estimation processes, project distribution to various design stakeholders and project close \xe2\x80\x93 out
• Through a \xe2\x80\x9cone \xe2\x80\x93 window\xe2\x80\x9d approach, prepare initiation protocols such as customer intake package, assesses technical requirements for assigned individual customer projects.
• Prepare pre-design package for design estimation and summarize professionally formatted documents and reports that maintain timely and quality data for customer account management, reporting and analytics through standard systems, tools and dashboards to facilitate the advancement of integrated cross-divisional deliverables and system integration for all customer-initiated connections projects.
• Works collaboratively with internal organizational stakeholders across the company to confirm customer disputes related to connections are resolved, investigated and/or acted upon in a timely and effective manner.
• Acts as support in preparation for and during customer account meetings and engagements to document customer requests, status, issues and risks.
• Supports Customer Connections teams to report and maintain records of customer interactions with quality and accuracy using a Customer Relationship Management (CRM) system and/or other systems.
• Consolidate data to support analysis and insight into customer behaviors to support management decision making.
• Verify project designs and estimates, performance for compliance against guidelines, project attainment status to drive improvements in people, financial, operational or customer measures.
• Participate and support departmental projects and initiatives focused on improvements to customer connections management processes, procedures or guidelines.
• Develops project or customer materials for engagement and communication purposes to support initiatives.
• Conduct internal and external research to support customer trend analysis and customer connection account management process.
• Provide input to team to advance and improve customer connection account management systems, processes and tools.
• Conduct research and environmental scanning of the industry and like organizations to understand and validate best practice in customer-initiated connections experiences and process mapping.
• Conduct trend analysis of historic complaints to inform and develop proactive changes to customer connections process changes and enhancements.
• Work with internal stakeholders to align and integrate feedback into customer connection account processes.
• Track, record and monitor customer connections requests, trends and performance within Customer Relationship Management (CRM) and other systems to maintain common database on customer connections records.
• Consolidate and summarize data and analytics to create professional documents and reports to support customer connections projects and advance outcomes to improve service and reliability or enable cost savings, optimization of customer connections processes leading to enhanced customer experience.
• Conduct internal and external research to support customer trend analysis and customer account management process along with providing input to the team to advance and improve customer connections systems, processes and tools.

• University degree (Bachelor of Technology with a concentration on Energy Systems, Engineering, Electrical Engineering preferred) or Electrical/Electromechanical Technologist diploma
• Three (3) to five (5) years of relevant professional experience
• Knowledge of customer electricity end uses is strongly preferred
• Program management experience is an asset
• PMP Certification is an asset
• Good technical understanding of electrical power distribution and operations is preferred
• Ability to read electrical drawings and knowledge of Electrical Standards and Policies is preferred
• Customer connections account and customer service management skills is preferred
• Solid understanding of electricity (or energy) market and industry stakeholders (Ministry of Energy, Independent Electricity System Operator, Ontario Energy Board) is preferred
• Knowledge of the electricity distribution system, co-generation, metering, rates, usage and customer billing (some contracts experience) is preferred
• Excellent verbal/written communication skills, strong presentation skills is required
• Excellent teamwork skills, and ability to manage inter-departmental tasks is required
• Fully proficient in use of MS Office Suite incl. data management, reporting, Microsoft Dynamic, CRM, SAP, and Billing systems

Toronto Hydro