Summary

A position exists for a Senior Client Service Representative reporting to the Manager, Client Services in the Regulatory & Client Services Department. This position is required to provide customer service to Altalink’s most sophisticated customers. The Senior Client Services Reprepresentative (SCSR) guides customers through the interconnection process and executes commercial agreements and interconnection agreements with those customers. The SCSR also provides on-going customer service to existing customers. Finally, the SCSR provides coaching and guidance to Client Service Representatives as they provide service to their customers.
 

Responsibilities

• As the Senior Client Service Representative, the individual will provide general direction to the Client Service Representative, and will maintain proactive business relationships with AltaLink's primary customers, including:
  
  • contact, communications and contracts with customer
  • point of initial contact for primary customers
  • coordinate and manage all requests with the appropriate people in AltaLink and customers
  • receive and handle all requests for service
  • initiate invoicing of customers
  • keep customers informed on their projects
  • communicate schedules and costs
  • monitor overall schedules and pro-actively follow up tasks of both internal and external parties
  • manage customer expectations
  • develop and maintain relationships with customers
  • monitor customer related processes and recommend changes where needed
  • handle Commercial and Interconnection agreements for Interconnection Customers including contract development, letters, invoicing and security.
  • Project Management and Coordination and mentoring of junior staff.
  • Managing and tracking AESO and Customer requests, Altalink commitments and coordinating internal resources to deliver.
  • Establishing and maintaining a network of cross-industry senior level contacts to assist with issue identification and resolution in order to deliver exceptional customer service.
  • Pro-active customer business relationship development, issue identification and resolution.

Qualifications

• Education and experience equivalent to graduation from an accredited college or university with a bachelor's degree in business administration, marketing, communications, engineering or related field.
• Four years of progressively responsible experience in marketing, customer service, public relations or related field.
• Broad understanding of utility operations and customer impacts, needs and expectations.
• Exceptional client or customer service skills and ability to develop and hold relationships with end use customers.
• Experience in a utility with a broad range of customer segments including major customer accounts.
• Excellent inter-personal communication skills, including negotiation, conflict management.
• Extensive understanding of generation, distribution and/or transmission business.
• Strong working knowledge of the transmission interconnection process.
• Experience in a leadership role.
• Regulatory experience an asset.

Only the candidates being considered for an interview will be contacted.