51636 - Thunder Bay - Temporary - 6 months

Hiring salary range: $4,116.54 - $4,379.30 / bi-weekly

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

General Accountabilities

Provide advice to customers relative to new service supply regulations, normal applications of electrical energy such as space and water heating, lighting, ventilation, insulation, motors, controls, etc. and inspection requirements. Discuss their needs and provide information on application and available service programs and assist customer by clarifying and amplifying technical service details at the Customer Operations Centre (COC), by correspondence, telephone, modem, etc.

Advise customers and follow up with their contractors on matters relative to Corporate and Utility policies as well as practices and procedures applicable to customer services and equipment.

Respond effectively to customer inquiries and complaints associated with planned or unplanned service disruptions, emergency situations, forestry work, PCB information, chemical spraying, lighting, electric water and space heating, low or high voltage and power quality issues, television and radio interference, delays in installations of new services and other coordination arrangement concerns relating to COC operations by correspondence, over the telephone, by modem, etc.

Determine the nature and significance of the problem, and as circumstances dictate, provide the necessary advice and guidance, attempting to come to a mutually agreeable resolution, or refer to Supervisor, or other appropriate COC/Utility personnel for action.

Respond to customer inquiries regarding general billing matters (amount of bill, due date, payment plan options, etc.) and refer billing correction issues and payment/deposit negotiations to appropriate Utility billing personnel.

Update customer data including phone numbers, addresses, customer and meter reading memos, and forward name, billing class and billing plan changes to Utility billing personnel.

Respond to inquiries as required from external organizations such as contractors, government agencies (e.g. Ministry of Labour) and the like, providing information relevant to: the ize/rating of electrical equipment, clearances, voltage of lines, number of customers which "feed" off a circuit, status of inspections, location of crews, location of facilities (e.g. road closure information requests, etc.) referencing appropriate resources (e.g. Utility maps, computerized data, schedules etc.) where necessary.

Refer more complex technical problems or issues associated with policy, procedures or interpretation of same, which are considered beyond the scope of the job responsibilities, to Supervisor or other appropriate COC personnel for resolution.

Operate, including opening and turning over to night service, the COC telephone and/or switchboard.

Monitor location of designated COC personnel on a daily basis.

Respond to telephone inquiries and trouble calls, attempt to identify source of problem and determine location of caller, utilizing appropriate resources (i.e. maps, schedule boards, computerized data, etc.).

Relay information to crews on a priority basis and upon the availability and proximity of crews.

Refer major service disruptions, emergencies and the like to Supervisor or designate, to generate further action.

As directed, determine customers affected by planned service interruptions to service and notify customers individually or through t