Job Description

ABOUT US
At FortisAlberta we invest in our greatest resource \xe2\x80\x93 our people. As Alberta\xe2\x80\x99s largest electricity distribution provider, we are positioned for growth. Each day, FortisAlberta employees strive to exceed customer expectations while maintaining a focus on our commitment to safety.

APPLICATION DEADLINE: October 31, 2023
REPORTS TO:
TITLE: Distributed Energy Resource Coordinator (U23-430)
DEPARTMENT: Customer Service
WORK LOCATION/OFFICE: Calgary
STATUS: 01 Full Time - Salaried
NUMBER OF HIRES: 1

Why Join Our Team?
At FortisAlberta, our employees\xe2\x80\x99 matter. We work in a customer-focused and team-oriented environment where the safety of our employees and communities is paramount, our customers\xe2\x80\x99 needs are a top priority and the reliability of their electricity service is critical. By joining the FortisAlberta family, you will become part of a collaborative and communicative culture, one that is respectful of our history, while focused on the future and the opportunities it brings. At FortisAlberta, we power Alberta communities and empower our people to do their best work.


What Are We Looking For?
FortisAlberta is looking for a Distributed Energy Resource (DER) Coordinator to investigate and resolve customer inquiries and requests. The DER Coordinator will work closely with other departments to keep the customers\xe2\x80\x99 projects moving and will provide status updates, and resolve concerns efficiently, appropriately and in a manner that is in keeping with FortisAlberta\xe2\x80\x99s values and regulatory requirements. The DER Coordinator will also provide guidance to customers with their applications, managing information associated with DER requests, providing quote proposals and High-Level Studies (HLS) to customers, invoicing, collection, and confirmation of funds received for HLS and Detailed-Level Studies (DLS).
This position will report to FortisAlberta\xe2\x80\x99s Manager Key Accounts.


DUTIES & RESPONSIBILITIES INCLUDE (but not limited to):

• Create, record, and manage the inquiry and request status of all new DER requests , including setting up new requests, creating site IDs, initiating HLS and processing invoices and acceptances
• Monitor and manage internal queues to meet service level agreements
• Assist Stakeholder Relations Managers (SRMs) with correspondence including customer letters, contracts associated with DER requests and the overall application process within specified time frames.
• Develop and maintain relationships by acting as a point of contact for customers throughout all phases of the DER process, including investigating, escalating, and responding to customer questions, concerns, and inquiries from intake through to project completion
• Monitor and track subdivision areas of MG growth
• Collaborate with other Wire Service Providers (WSPs), Alberta Utilities Commission (AUC) and Alberta Electrical System Operator (AESO) on changes related to regulation and standards
• Confirm permits and inspection requirements by communicating with municipalities and towns, ensuring that FortisAlberta is compliant
• Communicate changes in DER regulation to both internal and external stakeholders
• Coordinate interconnection project meetings with key stakeholders
• Liaise internally with project team members to share customer information and provide informal training to work teams and individuals
• Invoice and manage customer and transmission payments within SAP and CRM systems and reconcile transmission costs
• Organize and maintain customer files and ensure the database is accurate and updated
• Ensure key controls for SOX compliance are documented, followed, and accurately reported
• Review and analyze effectiveness and efficiency of existing practices and processes and recommend strategies to improve customer service
• Perform root cause analysis and provide recommendations to management for process improvements
• Promotes FortisAlberta\xe2\x80\x99s commitment to service by communicating customers\xe2\x80\x99 concerns internally and coordinating actions to ensure positive results and improve customer satisfaction
• Notify leaders of issues that require corporate support

What will you bring to the Role?

• Proficient at data entry with attention to accuracy, speed, and data integrity
• Intermediate understanding of the electric utility business, design requirements, standards, policies, Terms and Conditions (T&Cs), Customer Service Manual, and the deregulated utility processes and relevant legislation
• Proven ability to apply regulatory requirements and terms and conditions of service to specific solutions
• Basic knowledge of finance and accounting principles
• Demonstrated ability to resolve issues by analyzing and evaluating possible solutions based on industry guidelines, T&Cs and legislation
• Proven ability to work both independently and as a member of a team and follow instructions with limited supervision
• Customer service focus supported by solid time management and prioritization skills
• Excellent organizational and time management skills to handle multiple and diverse projects concurrently
• Proven ability to work within a team environment; this includes engaging cross-functional teams of internal and external participants and stakeholders
• Proven ability to develop and maintain effective relationships with internal and external stakeholders; this includes excellent written and oral communication and interpersonal skills
• Excellent problem-solving skills with a focus on identifying issues, impacts and opportunities for improvement and efficiency in processes and practices
• Demonstrated initiative to recognize opportunities and implement improvements to improve customer service and increase efficiencies
• Proven ability to work with ambiguous situations that do not necessarily have prescribed solutions
• Strong computer and data entry skills with attention to detail, accuracy, and speed; this includes proficiency with CRM, SAP Navigation, in-depth knowledge of ISU modules preferred
• Intermediate computer skills in MS Office applications; specifically with Excel formulas, v-lookup, pivot tables, etc.

• Understanding of project delivery would be an asset
• Familiarity with the Alberta Microgeneration processes and regulations would be an asset

• Experience with G-Electric would be an asset

Qualifications we are looking for:

• A Degree or Diploma in related discipline plus a minimum three years of relevant experience, preferably in a customer service role
• An equivalent combination of post-secondary education and experience may be considered

TO APPLY TO THIS POSITION: Please submit your resume via the button below: "Apply"
We thank all applicants for their interest, however, only those candidates to be considered for an interview will be contacted.
If you receive an error message when applying, please contact the system administrator at: Recruitment@fortisalberta.com