Specialist, Customer Metering Solutions (Non-Union

Customer Support & Issue Resolution

• Engage directly with customers to understand and resolve meter installation exceptions
• Provide clear, accessible guidance on technical topics such as meter base requirements, service connections, and regulatory compliance
• Address questions related to RF (radio frequency) concerns and metering processes
• Work collaboratively with customers to identify mutually beneficial solutions and timelines
• Manage and resolve customer escalations with professionalism and care

Exception Management & Coordination

• Triage and prioritize AMI 2.0 deployment exceptions to support timely resolution
• Assign work to appropriate internal or external resources to facilitate meter replacement completion
• Provide direction and guidance to team members based on customer insights and feedback

Data Analysis & Reporting

• Monitor, track, and report on customer exception trends and progress
• Analyze data to identify risks, root causes, and opportunities for improvement
• Support decision-making through insights related to customer experience and operational performance

Process Improvement & Documentation

• Identify opportunities to enhance customer-facing communications and exception resolution processes
• Maintain and update documentation including procedures, scripts, controls, and FAQs
• Contribute to continuous improvement initiatives related to AMI deployment and customer experience

Collaboration & Project Support

• Partner with cross-functional teams within Metering and across the organization to support the success of the AMI Renewal program
• Support data integrity and coordination across project stakeholders

Health, Safety & Other

• Contribute to a safe, respectful, and psychologically healthy workplace
• Perform other related duties as assigned

Corporate Values and Conduct:

• Demonstrate professional conduct and align with Alectra's core values of safety, teamwork, and customer focus.

Other Duties:

• Perform additional tasks as assigned to support operational objectives

• Post-secondary diploma (or equivalent) in a technical, engineering technology, or information systems field
• Knowledge of electricity metering regulations and standards (e.g., Measurement Canada, OEB, ESA)
• Familiarity with advanced metering infrastructure (AMI) and smart meter technologies
• Proficiency in Microsoft Office (Word, Excel) and experience working with large data sets and analytics tools

Assets:

• RF Engineering Technology certificate or Engineering Technologist designation
• Business Analysis or Project Management certification
• Knowledge of Alectra's field activity processes, systems, and metering operations

Experience

• Minimum 3 years of related experience in a technical, utility, or customer-facing environment
• Experience within the utilities sector is considered an asset

Skills & Competencies

• Strong communication skills with the ability to translate technical information for diverse audiences
• Customer-focused mindset with experience managing sensitive or complex situations
• Proven ability to manage multiple priorities in a fast-paced environment
• Analytical and problem-solving skills with strong attention to detail and data accuracy
• Strong organizational and time management skills
• Collaborative approach with strong interpersonal skills
• Commitment to continuous learning and staying current with industry trends and regulations