Customer Connections Associate

Toronto Hydro; Toronto; Hybrid; CAD 80,000 - 101,000; Full time

Benefits offered by this job

Health & Dental benefits

Employee assistance program

Life insurance

Job summary

Toronto Hydro is seeking a Customer Connections Associate to support the centralized intake for customer‑initiated connections projects in a hybrid work environment in Ontario. You will engage internal stakeholders, manage intake from technical triage to project close, and help improve the customer experience from start to finish.

Reporting to the Manager of Customer Connections, you will track requests in CRM, prepare pre-design packages, and ensure data integrity across systems.

Qualifications

• Bachelor of Technology with a concentration on Energy Systems, Engineering, Electrical Engineering preferred or Electrical/Electromechanical Technologist diploma.
• 3–5 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 and presentation skills are required.
• Excellent teamwork and cross‑departmental collaboration abilities; customer service management is preferred.
• Proficient in MS Office Suite incl. data management, reporting, CRM, SAP, and billing systems.

Responsibilities

• Provide day-to-day support to customers for end-to-end intake process from triage to project close.
• Prepare initiation protocols and assess technical requirements for customer projects.
• Prepare pre-design package for design estimation and maintain data quality in CRM and related systems.
• Track and monitor customer connections requests and maintain records in CRM and other systems.
• Collaborate with stakeholders to resolve customer disputes in a timely manner.
• Consolidate data to support analysis and management decisions on customer connections processes.
• Support projects and initiatives focused on improvements to customer connections management.
• Act as a member of the customer connections team to support corporate objectives.

Skills

Communication skills

Presentation skills

Teamwork

Program management

Education

Bachelor of Technology / Electrical Engineering diploma

Tools

MS Office Suite

CRM

SAP

Job description

Expected Salary Range

Expected Salary Range: $80487 - $100609 Annually

Target Variable Performance Pay: 8%

The salary range shown above reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.

Reporting to the Manager of Customer Connections, the Customer Connections Associate is responsible for the day-to-day support of systems, processes and activities that drive the centralized intake for all customer-initiated connections projects. The incumbent will participate in departmental or divisional projects to enhance the customer experience for customer-initiated connections projects from intake to closure. The associate will work with internal stakeholders to build and foster relationships to proactively and reactively support and improve the customer connections customer experience.

This posting is for an existing vacancy.

Key Responsibilities

• Provide day-to-day support to customers for end-to-end intake process from technical triage, pre-design estimation processes, project distribution to various design stakeholders and project close – out
• Through a “one – window” approach, prepare initiation protocols such as customer intake package, assesses technical requirements for assigned individual customer projects.
• Prepare pre-design package for design estimation and summarize professionally formatted documents and reports that maintain timely and quality data for customer account management.
• Track, record and monitor customer connections requests, trends and performance within Customer Relationship Management (CRM) and other systems to maintain common database on customer connections records.
• Works collaboratively with internal organizational stakeholders across the company to confirm customer disputes related to connections are resolved, investigated and/or acted upon in a timely and effective manner.
• Consolidate data to support analysis and insight into customer behaviors to support management decision making, customer connections process changes and enhancements.
• Participate and support departmental projects and initiatives focused on improvements to customer connections management processes, procedures or guidelines.
• Acts as a member of the customer connections team to support the ongoing delivery of 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, strong presentation skills is required
• Excellent teamwork skills, ability to manage inter-departmental tasks is required, and customer service management skills is preferred
• Fully proficient in use of MS Office Suite incl. data management, reporting, Microsoft Dynamic, CRM, SAP, and Billing systems

TOTAL REWARDS

To support the overall well-being and success of our employees, Toronto Hydro provides a comprehensive total rewards package which includes:

• 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 (e.g. gym memberships)
• 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 throughout the year

This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office.

Toronto Hydro is committed to fostering an inclusive and accessible recruitment process. Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Learn more about our commitment to accessibility.