Description
What you'll do
Customer Support & Issue Resolution
- Engage directly with customers to understand and resolve meter installation exceptions
- Provide clear, accessible guidance on technical topics such as meter base requirements, service connections, and regulatory compliance
- Address questions related to RF (radio frequency) concerns and metering processes
- Work collaboratively with customers to identify mutually beneficial solutions and timelines
- Manage and resolve customer escalations with professionalism and care
Exception Management & Coordination
- Triage and prioritize AMI 2.0 deployment exceptions to support timely resolution
- Assign work to appropriate internal or external resources to facilitate meter replacement completion
- Provide direction and guidance to team members based on customer insights and feedback
Data Analysis & Reporting
- Monitor, track, and report on customer exception trends and progress
- Analyze data to identify risks, root causes, and opportunities for improvement
- Support decision-making through insights related to customer experience and operational performance
Process Improvement & Documentation
- Identify opportunities to enhance customer-facing communications and exception resolution processes
- Maintain and update documentation including procedures, scripts, controls, and FAQs
- Contribute to continuous improvement initiatives related to AMI deployment and customer experience
Collaboration & Project Support
- Partner with cross-functional teams within Metering and across the organization to support the success of the AMI Renewal program
- Support data integrity and coordination across project stakeholders
Health, Safety & Other
- Contribute to a safe, respectful, and psychologically healthy workplace
- Perform other related duties as assigned
Corporate Values and Conduct:
- Demonstrate professional conduct and align with Alectra's core values of safety, teamwork, and customer focus.
Other Duties:
- Perform additional tasks as assigned to support operational objectives
Who you are
Education & Knowledge
- Post-secondary diploma (or equivalent) in a technical, engineering technology, or information systems field
- Knowledge of electricity metering regulations and standards (e.g., Measurement Canada, OEB, ESA)
- Familiarity with advanced metering infrastructure (AMI) and smart meter technologies
- Proficiency in Microsoft Office (Word, Excel) and experience working with large data sets and analytics tools
Assets:
- RF Engineering Technology certificate or Engineering Technologist designation
- Business Analysis or Project Management certification
- Knowledge of Alectra's field activity processes, systems, and metering operations
Experience
- Minimum 3 years of related experience in a technical, utility, or customer-facing environment
- Experience within the utilities sector is considered an asset
Skills & Competencies
- Strong communication skills with the ability to translate technical information for diverse audiences
- Customer-focused mindset with experience managing sensitive or complex situations
- Proven ability to manage multiple priorities in a fast-paced environment
- Analytical and problem-solving skills with strong attention to detail and data accuracy
- Strong organizational and time management skills
- Collaborative approach with strong interpersonal skills
- Commitment to continuous learning and staying current with industry trends and regulations
Contact
Alectra Utilities
55 John Street North
Hamilton
Ontario Canada
www.alectra.com
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