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About the Role

The Customer Connections Associate supports the day-to-day operations of systems and processes for centralized customer connections projects. This role involves enhancing the customer experience from intake to closure and collaborating with internal stakeholders to improve customer connections support.

Responsibilities

Provide day-to-day support to customers for the end-to-end intake process, including technical triage, pre-design estimation, project distribution, and project close-out.
Prepare initiation protocols and assess technical requirements for individual customer projects through a "one-window" approach.
Prepare pre-design packages for design estimation and create professionally formatted documents and reports with timely and quality data for customer account management.
Track, record, and monitor customer connections requests, trends, and performance within CRM and other systems.
Collaborate with internal stakeholders to ensure timely and effective resolution of customer disputes related to connections.
Consolidate data to support analysis of customer behaviors for management decision-making and process improvements.
Participate in and support departmental projects focused on improving customer connections management processes.
Act as a member of the customer connections team to support corporate and team objectives.

Requirements

University degree (Bachelor of Technology with a concentration on Energy Systems, Engineering, Electrical Engineering preferred) or Electrical/Electromechanical Technologist diploma.
Three (2) to five (5) years of relevant professional experience. Combination of education and experience may be considered.
Program management experience is an asset.
Good technical understanding of electrical power distribution and operations is preferred.
Excellent verbal/written communication skills and strong presentation skills are required.
Excellent teamwork skills, ability to manage inter-departmental tasks, and customer service management skills are preferred.
Fully proficient in MS Office Suite, including data management, reporting, Microsoft Dynamic, CRM, SAP, and Billing systems.

Skills

Data management
Reporting
Microsoft Dynamic
CRM
SAP
Billing systems
Communication skills
Presentation skills
Teamwork skills
Customer service management skills

Location

Ontario
Commuting distance of the office

Work Type

Hybrid
Remote work two days per week
Onsite Tuesday to Thursday

Experience Level

2-5 years of relevant professional experience

Education Level

University degree (Bachelor of Technology with a concentration on Energy Systems, Engineering, Electrical Engineering preferred)
Electrical/Electromechanical Technologist diploma

Salary/Compensations

$80487 - $100609 Annually

Benefits

100% employer paid Health & Dental benefits
24/7 access to Employee & Family Assistance Program and Virtual Healthcare
Company-paid life insurance and long term disability
Spending account to support fitness goals
Competitive paid time off (including vacation and parental leave)
Defined Benefits Pension Plan through OMERS
Career development and tuition reimbursement
Exciting employee engagement and appreciation events

About the Company

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process.
Toronto Hydro is committed to fostering an inclusive and accessible recruitment process.

Equal Opportunity

We welcome applications from all qualified candidates.
Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process.