The Customer Relations Representative (CRR) position provides critical support for our residential, commercial and industrial customers, fulfilling a wide range of responsibilities in the meter/order to cash process for both electricity and non-electricity billing utilizing sophisticated meter and billing systems. Positions can be front-office (customer facing) or back-office (operations facing) but ultimately support our relationship with our customers. Responsibilities include meter data collection and control, manual billing and billing exception handling activities, collection services and activities, payment processing, direct and indirect customer interactions, and customer relationship oversight. The CRR develops and fosters customer relationships and optimizes financial results through professional, courteous, accurate and efficient service in alignment with company values and strategies. The individual possesses an in-depth knowledge of all data management, billing, ERP, outage and customer relationship management systems used in Customer Care. All activities are performed in a manner which ensures the organization meets legal and regulatory compliance obligations.
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.
Toronto Hydro has implemented a mandatory vaccination requirement for all its employees. Proof of full vaccination will be required upon receiving a conditional offer of employment. Toronto Hydro will provide reasonable accommodation to individuals who cannot be vaccinated due to disability or any other ground protected by the Ontario Human Rights Code.
KEY RESPONSIBILITIES:
- Obtains, validates, analyses, documents and provides accurate and timely information to support the meter to cash processes and systems.
- Analyzes and resolves billing issues and related activities and performs remediation actions in various systems, ensuring the compliance and accuracy of customer metering and billing data sources.
- Prepares billing data, bills, writes letters and calculates billing adjustments, assesses and manages security deposits, capital contributions, cancels and re-bills using in-depth knowledge of all residential and commercial rate structures, demand and load calculations and meter types, read types and configurations, construction contracts, utilizing calculator tools where appropriate.
- Investigates and coordinates field investigations to provide resolution towards data issues or customer and account discrepancies.
- Liaises with outside agencies, city inspectors, bailiffs, contractors and field staff as required, coordinating activities in the collections and severance process to optimize the collection of outstanding account balances.
- Verifies and updates meter data exceptions; validates data and estimates electrical consumption and demand according to established processes, rules, and schedules.
- Negotiates payment arrangements with customers on outstanding balances, processes skip tracing, writes collection letters, prepares final bills, reviews and prepares accounts and documentation for external collection agencies and write-off.
- Performs daily bank reconciliation, working closely with the bank, finance and treasury, including reconciling customer payments to the general ledger.
- Prepares and processes documentation for bankruptcies, foreclosures, and insolvencies.
- Liaises with other divisions and customers to prepare and process non-electricity invoices such as those for construction projects, claims, generation projects, and lease agreements; performs collection-related activities, investigates and resolves all customer, billing, coding, and payment issues.
- Performs journal entries and account reconciliations as assigned and performs variance analysis on related accounts in accordance with auditing requirements, including preparation of any trial balances or other accounting documentation. Ensures appropriate level of authorization is obtained where required.
- Demonstrates safety awareness and adheres to safety rules and regulations.
- Builds, maintains and enhances customer experience by providing service based on specific customer needs via inbound telephone queue, outbound phone contacts, written correspondence, formal and informal face-to face meetings, and digital communications.
- Promotes organizational initiatives, such as self-service web features, including eBills and energy management tools.
- Analyzes and resolves billing issues and related activities
- Leads, distributes, follows up, checks work, answers inquiries and gives guidance as required.
- Performs clerical/administrative tasks associated with general office functions.
- Demonstrates safety awareness and adheres to safety rules and regulations.
REQUIREMENTS:
- University degree or three (3) year College diploma (Business, Communications, Accounting, Finance, and Electrical Technologist/Engineering based studies preferred).
- Minimum two years of previous professional work experience in a related field. (Experience in a customer centric environment is preferred).
- Strong analytical, critical thinking, mathematical, and problem solving skills to investigate and resolve complicated issues.
- Highly proficient in MS Office applications including Outlook, Word, Excel and PowerPoint; experience using in-house database functions at an intermediate level or higher.
- Advanced communication (verbal and written) and interpersonal skills.
- Strong customer service and customer relationship building skills; ability to interact professionally with internal and external stakeholders.
- Knowledge of the electricity sector, specifically the Ontario Energy Board (OEB) and other regulatory codes preferred
- Detail-oriented, proactive and highly organized with the ability to prioritize, and adhere to tight timelines.
- Demonstrates adaptability and flexibility; able to multi-task in an ever-changing environment.
- Demonstrates sound business acumen; understands the relationship between role and customers.
- Meter data technology; Customer Care and Billing; and accounting software experience across all types of systems is preferred.
- Proactive problem solving on meter data issues, including root cause analysis,
- Knowledge of metering systems such as MDMR, ODS etc. an asset
- Experience in billing within regulated industry environment an asset
Toronto Hydro Corporation
14 Carlton Street
Toronto
Ontario Canada
www.torontohydro.com/
