Customer Experience Agent - Ottawa, Canada - Hydro Ottawa

Hydro Ottawa

Verified Company

Ottawa, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

By generating and distributing power, each person at Hydro Ottawa is part of empowering the lives of people in the communities we serve.

Our work means all the activities that make up our lives - at home, at work, at play - are there when we need them.

That purpose unites us and fuels our work. And if joining us in this essential work energizes you too, we may have the opportunity for you.

JOB SUMMARY
The Customer Experience (CE) Agent participates in Customer Experience initiatives under the direction of the CE Supervisor.

The CE Agent works on policies and procedures, prepares and/or delivers training materials, and creates project documentation using project management methodologies supported by Hydro Ottawa (HO) and in conjunction with all Hydro Ottawa policies and procedures.

MAJOR RESPONSIBILITIES- Organize project initiatives using project management tools and methodologies.- Plan and work with the CE team and cross functional teams on CE initiatives.- Organize cross-functional meetings as required with the project team.- Accurately interpret and address both internal and external inquiries related to CE initiatives.- Provide weekly reports, or as deemed required, related to initiatives supported by the CE team.- Coordinate initiative transfer to Stakeholder teams upon project completion.- Provide project support to multiple groups within the HO group of companies during and post implementation of initiatives.- Interface with service providers and vendors, as required.- Conduct change impact, training and needs analysis.- Provide recommendations to support HO corporate goals. Provide coaching and/or training to staff or 3rd party contractors related to the CE initiatives.- Identify and recommend opportunities for continuous improvement.- Maintain an awareness of new and emerging technologies in order to identify opportunities to enhance business processes to management.

Perform other related duties as required.

EDUCATION AND EXPERIENCE- Secondary school diploma with a minimum of 5 years of varied customer service experience, or;- Post-secondary education in a related field with some customer service experience.- Project management experience, including the change management component, in a customer service environment.- Project Management designation or accreditation considered an asset.- Experience working in an electrical utility environment considered an asset.

ADDITIONAL REQUIREMENTS- English essential, both oral and written.- Bilingual (English/French) considered an asset.

The terms and conditions of employment for this position are governed by the collective agreement between Hydro Ottawa Limited and IBEW Local 636.

Location:

Ottawa, ON

Pay Range Minimum:
$51,177.75

Pay Range Maximum:
$78,623.35

Posting End Date (if applicable):
February 3, 2023

Applicants must be legally entitled to work in Canada.