Temporary Coordinator, Customer Care - Vaughan, Canada - Alectra Utilities

Alectra Utilities

Verified Company

Vaughan, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Opportunity

Job Posting Number:

Position:

Temporary Coordinator, Customer Care & Compliance - _18 Months_**
Location:
Vaughan (Cityview)(Hybrid: Remote/In-office)

Reports to:

Director, Metering Services

Business Unit:

Sub Metering

Division:

Energy Solutions

Hours per Week:

35

Rate of Pay:

Number of Openings:

#1

Union:

No

Open:
***August 8,
2023**Close:
August 21, 2023

Alectra is committed to putting our people first in providing a positive employee experience and a safe work environment. Our Hybrid Workplace policy allows for an effective balance for employees with the opportunity to work in a hybrid environment; a combination of Remote / Inoffice work based on operational requirements._**
Position Purpose:The Customer Care and Compliance Coordinator will be responsible for overseeing and ensuring the submetering team is operating in compliance with the Unit Sub Metering Code and other relevant regulations. In addition, the Coordinator will oversee the onboarding of new buildings and work closely with the team's external customer care and billing team to be the team's day to day contact for all customer care and billing activities.

Responsibilities:

Compliance and Regulatory

Oversee the disconnection and reconnection process to be compliant with the Ontario Energy Board's Unit Sub Metering Code, including all disconnection letters sent to customers
Ensure that the submetering business is fully compliant with all changes to the Unit Sub Metering Code as well as any other regulatory requirements that may be mandated by the Ontario Energy Board
Update all hydro, water and gas rates as required for all municipalities, LDCs and gas utilities in the submetering portfolio
Ensure customer bills are compliant with regulatory requirements are per the Ontario Energy Board's Unit Sub Metering Code
Oversee, monitor and maintain the Conditions of Service to be compliant with the Unit Sub Metering Code and any other regulatory requirements
Monitor and update any changes to the OER and OESP programs and any new programs as put forward by the Ontario Energy Board as required
Maintain uptodate knowledge of the Ontario Energy Board's Unit Sub-Metering Code and other relevant regulations such as CASL, Privacy to ensure compliance across the business unit
Other changes and requirements as mandated by the OEB
Be the main point of contact for submetering with Alectra's Regulatory Group

Customer Care

Main liaison with the submetering team's customer care and billing provider. Will handle all queries related to all matters regarding customer care and billing. Will have access to confidential customer information and be responsible for handling this information with the greatest of care.
Will be responsible for reviewing commissioning sheets with the Customer Care and Billing Team, providing updates to the operations team on billing status, and setting up accounts as required
Working closely with the Project Coordinator to ensure all new projects and buildings are set up in the CIS system correctly including the correct billing rates, admin fees, number of units, utilities being metered, commissioning documents and all other pertinent information required to set up a building in the system
Working closely with the submetering operations team and customer services team to ensure that all units are enrolled in the CIS system. This will include the monthly management of the consolidated report as well as the owneroccupied report.
First point of contact for dealing with and handling any escalated customer complaints and issues, including responding to any formal customer complaints brought through the OEB's customer complaint portal
Answer any customer inquiries regarding meter consumption. Must be able to analyze and read consumption data, consider and understand what is occurring in the unit (low/high usage, estimated reads, average consumption, checking for leaks) and be able to explain to the customer their consumption patterns
Create and launch programs to drive ebilling and preauthorize payment registrations with customer base
Coordinate with Developers and Property Managers to obtain customer information for units that are not enrolled in the CIS
As part of the monthly remittance process, be the first point of contact for inquiries from Developers, Landlords and Property Managers regarding billing, consumption, remittances and any other issues
Work closely with Developers and Property Managers to create webportal access and provide credentials to requested parties to view building consumption for their respective buildings
Work with the Finance Team and Collections Agency to track and monitor overdue accounts that have been sent for collections

Education & Specialized Knowledge:

***- College diploma or university degree in business administration or a rela