37086 – Rexdale – Regular –  

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 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!

Are you passionate about providing excellent service and ensuring strong customer relationships?  Does the idea of identifying and resolving Telecom service issues get you excited?

If you’ve answered yes, this may be the perfect opportunity for you!  Hydro One Telecom’s Service Management Team is looking for 2 Service Management Analysts to provide support to our customers throughout the life cycle of the relationship.

General Accountabilities:

• Assist in the customer service management functions pertaining to Telecom customer contracts and support the Service Manager.
• Communicate effectively and appropriately when dealing with customers or Sales Representatives.
• Following standard processes, use departmental tools to; submit Incidents, commission services, or resolve issues.
• Prepare customer reports and use departmental systems.
• Make recommendations for automation of processes, where applicable.
• Visit customer sites, to promote Hydro One Telecom Services, as required.
• Submit all relevant information to the Telecom Operations Provisioning Group for each new customer service contract as required.
• Attend progress meetings, document project status and provide customers and Management with written information, including project in-service dates.
• Recommend ways to improve on the customer service processes.
• Ensure customer contractual information is recorded and provided to the appropriate work groups within the department.
• Work with internal staff to ensure smooth provisioning of customer services.
• Assist with the Customer Satisfaction Surveys, including documentation, calls and follow-up work, as required.
• Prepare and maintain customer contact information for Hydro One Telecom services.
• Follow guidelines to ensure information is kept up to date.
• Maintain contract files and follow established processes for distribution of Legal paperwork.
• Monitor costs and keep as low as possible commensurate with job requirements.
• Review costs and provide explanations for variances from estimated costs.
• Arrange for and track the purchase of customer service materials.
• Follow procedures and practices, safety or otherwise, when visiting a Telecom site or arranging for site visits by customers.
• Assist in the evaluation of new Customer Management processes.
• Perform other duties as required.

Selection Criteria

Education:

• Requires knowledge of business administration and computer technology to assist in the management of contractual agreements and processes for analyzing, presenting and reporting information.
• Requires a good knowledge of English including written and verbal communication skills to effectively prepare correspondence, assist in discussions or interact with customers.
• This knowledge is considered to be normally acquired through the completion of 4 years of University training (Grade XII plus 5 years).

Essential Knowledge:

• Requires knowledge of business administration and computer technology to assist in the management of contractual agreements and processes for analyzing, presenting and reporting information.
• Requires a good knowledge of English including written and verbal communication skills to effectively prepare correspondence, assist in discussions or interact with customers.
• This knowledge is considered to be normally acquired through the completion of 4 years of University training (Grade XII plus 5 years).

Essential Experience:

• Requires a strong understanding of telecom services and business processes related to customer service functions.
• Requires experience with ITSM, CRM and Granite to update and extract data.
• Requires an understanding of customer surveys and working effectively with a wide range of people as well as the ability to handle multiple tasks while adhering to stringent deadlines.
• Requires experience with various software applications such as MS Office and Excel skills to manipulate data to produce various technical reports.
• A period of over 4 years and up to and including 6 years is considered necessary to gain this experience.
• Experience within Telecom industry preferred

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2020.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Deadline: June 15, 2020

In the event you are experiencing difficulties applying to this job please consult our help page here.