Customer Care Solutions Consultant

WORK ILLUSTRATION:

Reporting to the Manager, Customer Operations Projects, the Customer Care Solutions Consultant is responsible for the identification, prioritization, and implementation of effective customer focused solutions and projects to meet business objectives such as productivity and customer experience improvements in alignment with regulatory plans within the Customer Care and Revenue Services group.  The incumbent works in close partnership with the Information Technology team to ensure system solutions and the long-term technology road map meets divisional requirements. 

The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.

KEY RESPONSIBILITIES:                                           

• Leads the requirements gathering, implementation and timing of projects of behalf of business unit leaders; assists in preparation of strategic business plans and associated presentations
• Collaborates with other departments and vendors to ensure the Customer Care key performance indicators and strategic objectives are met 
• Facilitates the introduction of new customer experience processes, and technologies to staff 
• Plans and develops business cases to support large scale divisional projects including the recommendation of best practice process and system improvements across both functional and technical domains
• Provides business analysis and data assessments to make informed decisions and recommendations 
• Assesses and evaluates the current state of the Customer Care (Customer Support Centre, Accounts Receivable, Meter Data Collection and Management, and Metering Operations) operational environment, identifying new opportunities and risks 
• Develops, implements and manages systems related to customer experience, ensuring business requirements and customer needs are addressed.  Partners with IT to develop and implement systems that support the customer care model 
• Acts as a key business resource for projects and initiatives within the Customer Care area, managing multiple projects; developing work plans and providing project status updates; ensuring high quality standards and milestones 

REQUIREMENTS:     

• University degree in Business Administration, Management Systems or related discipline 
• Five (5) years of experience with business process redesign, analysis of business processes and identifying areas for improvement and development of new processes
• Progressive experience in business projects implementation 
• PMP certification from PMI or Six Sigma Certification is strongly preferred
• Three (3) years leadership experience preferred 
• Operational experience in a contact centre and/or accounts receivable operation is a strong asset
• Demonstrated analytical skills coupled with business knowledge preferred, ideally in the utility sector 
• Knowledge of systems related to customer care, customer experience, AMI (Advanced Metering Infrastructure), customer billing or accounts receivable systems preferred  
• Fully proficient in use of MS Office, MS Project, MS Visio and other project management tools 
• Knowledge of customer care processes both functional and technical 
• Strong facilitation and stakeholder management skills 
• Problem solving and decision-making skills 
• Demonstrated superior verbal and written communication skills 
• Demonstrated ability in project management  
• Demonstrated abilities of working collaboratively with multiple work groups 
• Contract and vendor management skills 
• Negotiation skills and the ability to influence others 

Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email hr_talent@torontohydro.com or call (416) 542-8000. 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. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.