At FortisAlberta we invest in our greatest resource - our people. As Alberta's largest electricity distribution provider, we are positioned for growth. Each day, FortisAlberta employees strive to exceed customer expectations while maintaining a focus on our commitment to safety.
APPLICATION DEADLINE: July 26, 2023
TITLE: Customer Connections Coordinator (U23-274)
DEPARTMENT: Operations
WORK LOCATION/OFFICE: Airdrie
STATUS: 01 Full Time - Salaried
NUMBER OF HIRES: 1
What Are We Looking For?
FortisAlberta is looking for a Customer Connections Coordinator who, under the supervision of the Supervisor Customer Connections Support, is responsible for providing quote proposals to customers for large and complex new construction projects and researching existing customer files to determine the amount of refund required as new customers connect to the system. The position works with customers and other internal departments including Stakeholder Relations, Projects, Planning and Finance to facilitate the construction process and customer decisions.
Responsibilities include:
Issue proposal letters for new and expanding services greater than 75 kW.
Analyze and determine investment, contractual obligations, and rate options for new, expanded and revamped services including managing the line share responsibility for existing customers.
Calculate research and prepare payment requests for contribution refunds, and type 2 surplus refunds (upgrades).
Audit and research customer contribution data.
Calculate refund amounts and create and issue refund letters.
Provide project management skills and initiate action when required to ensure projects move through the quoting process smoothly.
Create, explain, issue and obtain signatures for new Electric Service Agreements ensuring the applicable agreement terms are correctly implemented and the appropriate corporate revenue stream is maintained.
Calculate common line costs and prepare spreadsheets and quote letters based on the costs.
Provide support and liaise with customers and internal stakeholders including Quotation Analysts, Projects team, Major Account Managers, Stakeholder Relations Managers and Finance for various corporate and customer initiatives.
Identify services that require optional facilities and calculate the associated costs.
Organize and maintain customer files and ensure the database is accurate and updated.
Review and analyze the effectiveness and efficiency of existing policies, procedures and practices; recommend and implement improvements to increase performance and customer service.
Ensure key controls for SOX compliance are documented, followed and accurately reported.
Special projects and other duties as assigned.
What will you bring to the Role?
Strong customer service focus with the proven ability to develop and maintain effective relationships with team members and internal and external stakeholder
Excellent verbal and written communication skills with the ability to negotiate, influence and persuade with a positive attitude
Intermediate understanding of the electric utility business, design requirements, standards, policies, Terms and Conditions (T&C's), Customer Service Manual, and the deregulated utility processes and relevant legislation.
Strong organizational and time management skills to effectively manage competing priorities within tight timelines
Strong focus on attention to detail
Working knowledge of FortisAlberta rate and investment policies and line shares.
Demonstrated ability to resolve issues by analyzing and evaluating possible solutions based on industry guidelines, T&C's and legislation.
Excellent problem-solving skills with a focus on identifying issues, impacts and opportunities for improvement and efficiency in processes and practices.
Ability to follow instructions with limited supervision.
Customer service focus supported by solid time management and prioritization skills.
Strong computer and data entry skills with attention to detail, accuracy and speed; this includes proficiency with MS Office applications; specifically in Excel formulas, v-look-up, pivot tables, SAP, CRM and the Open Items Database & G-Electric.
Experience with TabFusion would be an asset.
Qualifications we are Looking for:
Post-secondary Degree or Diploma in a related discipline plus three (3) years of relevant business experience, preferably in a customer service role is required;
o An equivalent combination of education and experience may be considered.
A certificate in business analysis, data analysis, project management or similar discipline would be considered an asset.
FortisAlberta Inc.
320 17th Ave SW
Calgary
Alberta Canada
www.fortisalberta.com
