Casual New Connections Clerk (PWU)

  Position Purpose The New Connections Clerk is the point of contact for Alectra customers requesting new and upgraded electric service connections. Liaise with various trade and engineering staff to ensure the customers are connected.   Key Responsibilities/Accountabilities The primary point of contact for customers for full cycle new service connections. Provides assistance to customers with navigating and completing the automated web based new connections process and answers and resolve any issues that may arise. Reviews and assess all customer requests and information for each application to ensure all required information is obtained in order to facilitate timely connection. This includes evaluating each customer’s request to determine the adequacy of information as required for the appropriate workflow. Engages Alectra Utilities’ internal functional departments as required to expedite the customer’s application process including issuing of field activities (FA’s) and entering same into appropriate calendars. Provides updates to customers as to the completion of documentation and status of work. Liaise between various departments (lines, design, etc.) to ensure the successful completion of the connection within the required timelines. Follow up on incomplete or duplicate customer requests. Resolve general customer complaints within scope of this position. Schedules field activities for various operational groups in shared calendars as per predefined processes and timeslots. Coordinates and oversees the Electrical Safety Authority’s (ESA) permits as they pertain to the customer’s application process. Ensure the verification of all ESA permits. Oversees data quality as it pertains to any of the customer’s data requirements. Schedules electric connections and disconnections as required. Schedules electric and water service removals as required. Performs user acceptance testing of system and procedural changes, documenting new and revised procedures to provide the efficient billing and customer services. Understanding of Privacy Legislation, and its application within the department. Familiarity with Ontario Energy Board compliance requirements and regulation. Responsible for a working knowledge and understanding of and make all efforts reasonable to work in accordance with and ensuring work is done in compliance with the appropriate safety legislation, EUSR rules, Alectra policies and procedures and safe work practices that apply to the work while adhering to the internal responsibility system. Reports any unsafe conditions or observed unsafe work practices using Alectra procedures. The incumbent may be asked to perform other related duties which may be assigned from time to time.   Qualifications, Knowledge, Skills and Competencies   Education & Specialized Knowledge Minimum of high school education required. College diploma or University Degree in business or other related field and/or equivalent experience is an asset.   Experience Minimum two (2) years related experience. Experience in high volume call-centre environment is an asset. Experience in dealing with difficult customers, situations and moderately/complex problems.   Skills/Abilities/Competencies Demonstrated MS Office experience with Word and Excel. Experience working with Customer Information Systems. Ability to make quick and accurate decisions with minimal supervision that support the company procedures. Basic knowledge of electric distribution systems including transformers, metering and customer switchboards. Demonstrated Customer Service skills, working both with internal and external stakeholders. Proven keyboarding competency and accuracy is required. Excellent verbal and written communication skills. Must be able to work from other locations as required as per guidelines within the Collective Agreement. Ability to multi-task in a fast-paced environment.