As an Operations Service Representative, you will work under the direction of the Operations Support Supervisor, or designate, to perform a variety of administrative and customer-service duties to support customers, contractors, developers, and the Engineering and Operations departments, in relation to the day-to-day construction, operations and maintenance activities of the distribution system.
JOB DUTIES
As part of your responsibilities as an Operations Service Representative, you will:
* Provide operational customer service support via telephone and email. Receive inbound and make outbound calls from/to agencies, contractors, customers, developers and London Hydro employees. Receive and dispatch calls to London Hydro operations crews. Assist developers with the use of Builders’ Portal to process servicing requests.
* Provide administrative and customer-service support to the Systems Operating Centre.
* Provide excellent written and verbal communications when interacting with internal and external parties.
* Create, schedule, dispatch, monitor, update, process, review, close, and audit service orders and work orders for operational activities.
* Update, maintain, and review the accuracy of operational data per industry regulations, using a variety of sheets, lists, registers and/or databases.
* Perform data processing and administrative duties in support of efficient business operations. Support data and business processes related to field operations mobile applications and enable the transition from paper-based to digital processes.
* Process, prepare correspondence and ensure paper and electronic records management. Perform records management duties and prepare reports.
* Assist with the administration of invoices and payments from contractors, developers and individuals.
* Raise internal or externally driven escalated matters to the Supervisor and support resolution by compiling background data and/or preparing summaries or reports.
* Create, maintain and document procedures, processes, and training materials. Suggest process improvements.
* Assist in training new personnel and participate in the department cross-training program. Monitor, order and restock office supplies for Engineering & Operations departments.
* Participate in interdepartmental meetings, documenting information pertinent to departmental processes.
* Perform the duties of the Purchasing Assistant and E&O Admin Assistant as backup support in their absence.
* Use personal computer and appropriate software proficiently (including, but not limited to OMS, SAP, Builder’s Portal, Genesys, GIS NetViewer, iDispatcher and JDE). Test changes and end-to-end processes of enterprise systems as an end user. Maintain a general knowledge of the distribution system and operations documentation.
* Adhere to all Occupational Health & Safety Act rules and regulations, the E&USA rule book, London Hydro work practices and London Hydro’s Health & Safety Management System.
QUALIFICATIONS
The qualified Operations Service Representatives we seek for our Dispatch & Administration Department must be able to meet the following requirements:
* Successful completion of Grade 12 or equivalent.
* Keyboarding speed of 50 w.p.m.
* Intermediate working knowledge of Microsoft Office (Word, Excel) and Google Suite software programs.
* Familiarity with Electrical Utility Engineering & Operations would be an asset.
* Effective interpersonal, organizational, time management, and written and oral communications.
* Strong attention to detail.
SALARY & BENEFITS
Salary range: $32.06 per hour to $38.17 per hour. In addition to base salary, this permanent, full-time position offers an attractive benefits package, including a pension plan (OMERS), 17 days’ vacation per year (with a credit for utility experience), and professional development opportunities, all in a positive working environment conducive to individual and team success.
About London Hydro
For over a century, London Hydro has been providing safe, affordable and reliable electricity to a diverse customer base. We are one of the area’s larger employers, with a highly skilled and motivated team of people across many different occupations. Through this dedicated team and an extensive network of overhead and underground power lines, we power over 166,000 homes and businesses, and continue to improve the way people live and work.
Living in London offers many lifestyle benefits. Develop your career at London Hydro.
To find out more about London Hydro, as well as this and other opportunities to join our team, please visit our website at www.londonhydro.com. If you are both qualified and safety-focused, we invite you to submit your cover letter and resume as a single document (in .pdf or .docx format only), saving the file as your last name and first name with no spaces (i.e., LastnameFirstname) by August 30, 2024 to: Human Resources Department, London Hydro Inc., P.O. Box 2700, London, ON N6A 4H6. E-mail (quote Operations Service Representative in the subject line and ensure that you attach your resume):jobs@londonhydro.com.
London Hydro is committed to fostering a corporate culture and climate that values and supports a diverse, equitable and inclusive organization. We know that our employees are our greatest strength, and that we will achieve our goals through the innovation, integrity, and agility of a diverse, engaged and talented workforce. London Hydro is an equal opportunity employer. Accommodation is available under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act. While we appreciate all applications received, only those invited for an interview will be acknowledged. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment. In accordance with Canadian immigration requirements, this advertisement is directed to applicants who are authorized to work in Canada.
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