Temporary CDM Operations Representative (5 Positions)

Purpose:

Under the direction of the Manager, Technical & Field Services or Supervisor Applications & Customer support, the CDM Operations Representative will provide operational support for the delivery of the PowerStream’s Conservation and Demand Management (CDM) programs.

 Responsibilities:

General

1. Maintain good understanding of PowerStream’s CDM programs, including rules, eligibility, application processes and incentives available.
2. Maintain good working relationships with internal support groups (Customer Service, Corporate Communications, Accounting, etc.) and external parties (Municipalities, OPA, vendors etc) involved in the delivery of PowerStream's CDM Programs.
3. Act as the primary resource for escalated customer inquiries (phone, email) about PowerStream’s CDM programs and Redirect non-CDM questions to appropriate PowerStream contact.
4. Provides training, guidance and leadership to CDM Clerk
5. Monitors and administers CRM/Call management systems to ensure compliance with required/set application and call management response rates
6. Provide day to day support to Supervisor/Manager, as requested, including preparing and/or modifying documents (reports, emails and memos) and coordinating meeting appointments, agendas and schedules.
7. Relay insights and customer feedback obtained during performance of duties

Program Applications Support

1. Assist customers with application processes for CDM programs including program registration, applications submission with and required documents / worksheets.
2. Review applications and supporting documents and work with customers and Technical advisors to correct any errors/issues in applications, prior to submission;
3. Recommend approval and/or provide Approval of applications as per approval authority 
4. Monitor and administer application tracking systems including assigning application reviews to CDM Clerk, following up on open and pre-approved applications (includes following up with customers/technical advisors or external technical services providers)
5. Identify possible approaches to improve customer application process/experience with CDM program.

 Contract Management and Payments

1. Provide customer incentive management support including: tracking and processing invoices and tracking overall spending against program budgets.
2. Provide contract management support, including: setting up purchase orders, tracking and processing invoices, and tracking overall spending against each vendor and participant contract, including renewals, sign off and reporting.

Qualifications:

Competencies

• Detail oriented
• Ability to learn, apply and explain technical information
• Exceptional customer service skills
• Planning, prioritizing and organizational acumen
• Flexibility and adaptability
• Excellent verbal, written, and analytical skills
• High level of computer proficiency (MS Excel, PowerPoint, Word).
• Demonstrated creative and problem solving abilities

Qualifications 

• Post-secondary degree/diploma in a related field is required
• 3-5 years related work experience, such as program administration or customer service is required
• Knowledge of Ontario’s saveONenergy conservation programs currently being delivered by PowerStream, would be an asset.
• Valid Driver’s Licence.

Note: This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. The incumbent may be asked to perform other duties which may be assigned from time to time.

**1 position is a 12 month contract

**4 position are a 6 month contract

https://trr.tbe.taleo.net/trr01/ats/careers/requisition.jsp?org=ALECTRA&cws=42&rid=1138

Alectra is an equal opportunity employer and is committed to providing a recruitment process that respects the dignity and independence of all candidates. Should you require accommodation at any stage in the recruitment, assessment and selection process please consult with Alectra’s People Team.

We thank all applicants for their interest in a career with Alectra. Only those selected for an interview will be contacted. 

January 11, 2018