(Casual 12 months contract)
Location: Vaughan (Cityview), Hybrid
Department: Key Accounts/New Connections
Number of Vacancies: 1
Hours per Week: 35
Start Rate: $33.79/hr
Rate After Probationary Period: $37.17/hr
Please note that this posting may be removed prior to the closing date if a high number of qualified applications are received.
At Alectra, we energize a brighter future by empowering our workforce through the talent of tomorrow's bright minds. We promote a culture that encourages collaboration, celebrates innovation and supports lifelong learning. We are committed to creating a safe and inclusive workplace where everyone succeeds and has the opportunity to make a meaningful difference.
Position Purpose
The New Connections Clerk is the point of contact for Alectra customers requesting new and upgraded electric service connections. Liaise with various trade and engineering staff to ensure the customers are connected.
Key Responsibilities/Accountabilities
- The primary point of contact for customers for full cycle new service connections.
- Provides assistance to customers with navigating and completing the automated web based new connections process and answers and resolve any issues that may arise.
- Reviews and assess all customer requests and information for each application to ensure all required information is obtained in order to facilitate timely connection. This includes evaluating each customer’s request to determine the adequacy of information as required for the appropriate workflow.
- Engages Alectra Utilities’ internal functional departments as required to expedite the customer’s application process including issuing of field activities (FA’s) and entering same into appropriate calendars.
- Provides updates to customers as to the completion of documentation and status of work.
- Liaise between various departments (lines, design, etc.) to ensure the successful completion of the connection within the required timelines.
- Follow up on incomplete or duplicate customer requests.
- Resolve general customer complaints within scope of this position.
- Schedules field activities for various operational groups in shared calendars as per predefined processes and timeslots.
- Coordinates and oversees the Electrical Safety Authority’s (ESA) permits as they pertain to the customer’s application process. Ensure the verification of all ESA permits.
- Oversees data quality as it pertains to any of the customer’s data requirements.
- Schedules electric connections and disconnections as required.
- Schedules electric and water service removals as required.
- Performs user acceptance testing of system and procedural changes, documenting new and revised procedures to provide the efficient billing and customer services.
- Understanding of Privacy Legislation, and its application within the department.
- Familiarity with Ontario Energy Board compliance requirements and regulation.
- Responsible for a working knowledge and understanding of and make all efforts reasonable to work in accordance with and ensuring work is done in compliance with the appropriate safety legislation, EUSR rules, Alectra policies and procedures and safe work practices that apply to the work while adhering to the internal responsibility system. Reports any unsafe conditions or observed unsafe work practices using Alectra procedures.
- The incumbent may be asked to perform other related duties which may be assigned from time to time.
Qualifications, Knowledge, Skills and Competencies
Education & Specialized Knowledge
- Minimum of high school education required.
- College diploma or University Degree in business or other related field and/or equivalent experience is an asset.
Experience
- Minimum two (2) years related experience.
- Experience in high volume call-centre environment is an asset.
- Experience in dealing with difficult customers, situations and moderately/complex problems.
Skills/Abilities/Competencies
- Demonstrated MS Office experience with Word and Excel.
- Experience working with Customer Information Systems.
- Ability to make quick and accurate decisions with minimal supervision that support the company procedures.
- Basic knowledge of electric distribution systems including transformers, metering and customer switchboards.
- Demonstrated Customer Service skills, working both with internal and external stakeholders.
- Proven keyboarding competency and accuracy is required.
- Excellent verbal and written communication skills.
- Must be able to work from other locations as required as per guidelines within the Collective Agreement.
- Ability to multi-task in a fast-paced environment.
Who we are
As the largest municipally owned electric utility in Canada, we are committed to growing, evolving and remaining innovative to build a sustainable and brighter future. Our values set us apart and are our fundamental beliefs about our organization:
Safety: Stay aware, prevent risks and protect each other.
Respect: Value everyone, act honestly and foster inclusion.
Customer Focus: Be reliable, anticipate needs and deliver exceptional solutions with care.
Excellence: Elevate performance, embrace diversity and deliver quality through collaboration.
Innovation: Drive growth by embracing change, creativity and continuous improvement.
Here’s why Alectra might be your ideal workplace:
- We offer comprehensive benefits. From health and wellness programs to financial security though our Defined Benefit Pension Plan – we offer a robust benefits package that supports you and your family.
- You will be enrolled in the OMERS pension plan, a defined benefit plan that provides a reliable and secure retirement income based on your earnings and years of service. Both you and the organization contribute to the plan. OMERS is one of Canada's largest and most respected pension plans, designed to support your long-term financial well-being.
- We invest in your career development. At Alectra, we care about our team’s future through offering ongoing trainings, mentorship and learning opportunities.
- We care about you work-life balance. Understanding that taking time off is essential to employee well-being, sustained productivity and high performance, we offer the following:
- Time off: At Alectra, we offer various time off options for our employees including vacation time, personal days, milestone parental leave top-up, volunteer days and bereavement days.
- Disconnecting from work: We prioritize your well-being through our “Disconnect from Work” policy which ensures you can maintain a healthy work-life balance.
- As a casual employee you will be entitled to casual benefits and retirement trust through Power Workers Union.
At Alectra, your unique contributions matter and help drive our collective success to a more sustainable and brighter future.
Ready to Apply?
If this sounds like you and gets you excited, we’d love to hear from you! Simply click the apply button to submit your resume and take the first step toward joining our team. *Due to the high volume of applications, we are unable to accept resumes via email. All applicants must apply through our careers page to be considered.*
Note: To be considered as an internal candidate you MUST use your Alectra email address when applying to jobs. This will link your application to your Dayforce Profile.
At Alectra, we celebrate diversity and are committed to an inclusive recruitment process that honours the dignity and independence of all applicants. If you require accommodation during the process, please contact
[email protected]. We will work with you to ensure your needs are being met to the point of undue hardship.
Thank you for your interest in building a career with us. While we appreciate all applicants, only those selected for an interview will be contacted.
Please note: We kindly request no unsolicited resumes or agency referrals. Alectra does not accept resumes from recruitment agencies for any open positions unless a valid contract is in place.
Use of Artificial Intelligence (AI) in Recruitment
At Alectra, we’re committed to energizing a brighter future through innovation and responsible technology use. While we may use digital tools to support the efficiency of our recruitment process, we do not use AI to identify or screen candidates. Applications are personally reviewed by either a member of the Talent Acquisition team or one of the hiring leaders, ensuring a fair and human-centered experience for all applicants.
