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Customer Advocate

Date: Jun 14, 2022

Location: Markham, ON, CA

Company: Hydro One Networks Inc

44895 - Markham - Rotation - 12 Months 

Safety Comes First is a core value at Hydro One, and we remain committed to taking every reasonable precaution to ensure a respectful, safe and healthy working environment. Further to this commitment, we have adopted a COVID-19 Vaccination Policy to protect the health of our employees from the hazard of COVID-19. New employees will be required to declare their vaccination status to Hydro One. Employees who do not provide proof of vaccination status may not enter any 3rd party locations that require full vaccination (e.g. customer properties).

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 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!

*NOTE* Hydro One introduced a Hybrid Work Pilot Project in 2022 for most office-based roles. Employees work in-office/on-site two days a week and remotely from home for three days a week. Hydro One is adding refreshed workspaces and technology to support these changes.  Join us as we ‘trial & learn’ a new modern way of working and be a key driver of future state!

In office but with intention – a time for team and trust building, collaboration, and socialization. Please reach out to us to learn more!

General Accountabilities:

  • Resolve customer concerns and issues by driving customer-centric resolutions in a highly responsive manner representing both our Customer and the Company
  • Manage customer experiences and expectations during resolution of concerns, questions, or issues
  • Work closely with and maintain relationships with contributors from various Lines of Business to ensure complaint resolutions are determined and executed thoroughly and expeditiously.
  • Champion and advocate for the customer when an exception to policy and/or process is needed and when it makes sense for the larger good of the relationship between our customer and the Company.
  • Identify root causes, and advocate for changes to operational policy and practices that better service the customer and Company within a framework of continuous improvement, while balancing realities and strategic goals of the Company.


Specific Accountabilities:

  • Investigate and resolve customer complaints, concerns, issues by driving customer-centric resolutions in a highly responsive manner, keeping the customer updated and engaged along the resolution journey.
  • Facilitate resolution by engaging relevant Lines of Business and being the liaison to delight the customer and provide resolution.
  • Prepare all correspondence and documentation relating to a customer’s complaint and the resolution to the complaint.
  • Prepare and deliver presentations or reports to further the understanding of Hydro One’s practices and policies with our Customers, and for internal use of issues, attitudes, and opportunities arising from customer complaints.
  • Effectively and empathetically interact with customers and external stakeholders alike to discuss complaints, resolutions and outcomes by telephone, in person, and in writing.
  • Investigate, assess, recommend on complaints and trends of complaints, issues or concerns to enable business unit strategies, position papers and recommendations for continuous improvement to be used by Senior and Line Managers, as well as Customer Solutions function staff for the management of Customer Solutions.
  • Improve the customer experience based on investigation results and complaint resolutions.
  • Prepare clear, concise descriptions of investigation findings and resolutions for Executive Briefings, complaint trend monitoring, customer educational materials and sharing with customers by any mechanism e.g.  face to face, on the telephone or in writing.
  • Research and collect information manually and through computerized systems for issue assessments and Customer Solutions documentation.
  • Document customer complaints, investigation notes, and all materials associated with the complaint life cycle on the journey to resolution.
  • Provide information on complex and/or sensitive issues, attitudes and trends or public concerns and matters.
  • Maintain an in-depth understanding of plans, activities and issues in all key Hydro One business areas and the potential impact on Hydro One with its customer from the perspective of the customer experience and impact.
  • Meet with customers representing Customer Service to educate, share Company information, complaint resolutions and further strengthen relationships with our customers by addressing their concern or complaint and growing their knowledge of the electricity sector and Hydro One’s role in the industry.
  • Negotiate with various business units or external government agencies such as the OEB on customer complaint issues and influence these groups to adopt a course of action to one suitable to the Company
  • Accommodate customer schedules when sharing outcomes and resolutions.
  • Perform other duties as required.


Selection Criteria:

  • Requires strong investigate skills to identify successful resolutions that meet customer expectations and Company interests
  • Requires expert knowledge of electricity utility business practices, methods and procedures specially related to Hydro One Networks practices and policies within the framework of the electrical sector
  • Requires experience in customer service work with the various classes and types of rural customers, rate structures, publications and types of problems associated with the function.
  • Requires strong communications skills, both written and verbal, including grammar and composition skills to write and edit correspondence associated with senior management, legal contacts or government representatives from rough draft to final presentation quality
  • Requires strong listening, verbal and written communications skills to carry out required work and converse with customers, co-workers and external stakeholders effectively.
  • Requires proficient use of English to be able to communicate effectively, verbally and in writing with customers in order to handle complaints and inquires.
  • .Requires knowledge of keyboarding and related computer software (such as word processing and spreadsheet applications). 
  • Requires knowledge of mathematics and accounting principles to prepare statistical reports and to deal effectively with customer complaints relating to billing and rate matters
  • Requires the ability to work independently and in a team environment.
  • Requires proficiency in typing to operate a computer terminal keyboard.
  • This knowledge is considered to be normally acquired in through University education, along with a period of 5+ years’ experience in Customer Service, and working directly with customers to strengthen relationships, or the equivalent.


Essential Competencies:

  • Requires experience to deal effectively with customer needs and concerns in problem solving where the application of analytical techniques are required to determine cause and solutions.
  • Requires experience associated with company businesses to gain knowledge of the organization, interrelationship of field departments, and information sources to be able to thoroughly investigate inquires/complaints.
  • Requires strong skills to identify root causes, identify remedies and change opportunities in a continuous improvement framework
  • Requires advocacy skills to be able to champion customer resolutions and business change on behalf of customers when needed to ensure the Company continues to strengthen its customer-centric practices and policies
  • Requires strong communication skills, including writing, grammar and composition skills experience, and experience in the extraction and assembly of information from various information processing systems and reference materials, and influence responsiveness and change.
  • Requires strong presentation and report writing skills
  • Requires a sound background and experience in the Customer Service functions across all Lines of Hydro One business in appropriate information systems (e.g. CIS Customer Information System).
  • Requires the ability to travel including working when customers are available 

A period of up to 8 to 10 is considered necessary to gain this experience


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 2021.


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 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 27, 2022



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