Hydro One

Lines Customer Support Clerk

Perth, ON

About This Job

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Date: Jun 19, 2025

Location: Perth, ON, CA

Company: Hydro One Networks Inc

50537 - Perth - Rotation12 Months

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

General Accountabilities:

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Perform the regular clerical procedures associated with the preparation, monitoring, scheduling and completion of orders for work performed by Provincial Lines.

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Communicate with external customers/contractors.

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Perform a variety of administrative activities in support of Provincial Lines.

Specific Accountabilities:

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Perform clerical/administrative duties in support of work performed by Distribution Lines and associated Business Processes.

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Create, issue, monitor, schedule, dispatch and complete project, program and demand work orders/requests utilizing various computer systems such as SAP, PCAD, e-time, ARC/FM, etc (or their replacements).

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Input data to Arc/FM for Fast Track of new services in subdivision, etc.

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Perform an assortment of clerical tasks according to established processes.

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Maintain statistical information associated with schedules, estimates and labour hours.

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Match information to other data.

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Advise supervisor of any discrepancies.

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Communicate with external and internal customers/contractors within designated time periods (ie Ontario Energy Board requirements) & field staff regarding project, program and demand work initiatives (ie, new services, upgrades, pole relocates, joint use, TWE etc.) following documented processes using a variety of communication devices, ie e-mail, telephone, 2 way radio etc.

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Monitor and maintain obligations following documented processes.

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Input deployment plans received from operations centers for purposes of scheduling.

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Ensure accuracy of deployment plans for scheduling purposes.

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Liaise and follow up with appropriate UTS for clarification, etc. of information received.

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Set up new crew information in PCAD and forward to e-time pay services.

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Arrange for locates with the appropriate external parties for telephone, gas, water, TV, cable as requested by Technicians.

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According to prescribed processes, using various computer systems schedule work to be performed by Distribution Lines ensuring that all line crews (demand/project) and ADETS are fully utilized.

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Reschedule work based on circumstances, (ie storms etc) and communicate changes to customers & field staff. Monitor completed and “in progress” work reports (may include retrieving statistical information etc) from crews updating status, as required.

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Conflicts/issues are referred to the Supervisor.

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Set up material requests for program work.

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According to prescribed processes coordinate with internal and external customers/contractors to arrange for special equipment/resources and services, ie, helicopters, off-road equipment, barges, traffic control, planned outage, etc as per layout package.

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Schedule fleet as per prescribed processes.

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Arrange for float service for off-road TWE.

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Maintain TWE inspection schedules for all TWE.

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Arrange with field garage and UTS for inspection dates and replacements.

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Respond to inquiries as required providing information relevant to clearances, voltage of lines, number of customers which feed off of circuit, referencing appropriate resources (distribution maps, computerized data etc).

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Provide procedural information and clarify service details with customers/contractors (need for trenching, difference underground/overhead) per existing job aids.

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Respond to inquires regarding delays in installation of new services and other coordination arrangements, as required.

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Review and verify status of material to ensure work orders do not become expedited or dispatched causing some financial impact to the Company.

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Review, mail and receive customer contract, verify for accuracy and review for completeness.

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Contact customer/field representative for clarification, if required.

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Perform all the normal prescribed processes connected with the handling of transactions involving payment received for various types of work ( ie initiate and complete billing as per information provided).

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Follow up on queries related to customer billings.

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Receive various reports from the field where follow up action is required.

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Take appropriate action (ie change meter, change transformer size etc.) based on information provided by field staff.

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Provide field staff with information (ie provide damage claim work order number), when required.

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Retrieve and process requests for information on existing work, orders, etc following prescribed processes.

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Receive incoming requests (telephone, counter, e-mail, fax), BPEM’s including ballpark estimates and technical inquiries, and place outgoing calls to customer/contractors/CCC regarding the request or information regarding Hydro One Distribution Lines work (ie. new services, upgrades, underground locates, switching requests, joint use, etc.).

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Identify when site visits are required by Technicians and ensure orders are accurately dispatched to avoid unnecessary trips.

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Advise customers on routine matters such as rates, types of services, status of work, planned or unplanned interruptions, power quality issues etc.

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Refer any doubtful item or non-routine problem (complex technical problem) to Supervisor or appropriate staff following documented processes.

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Respond to customer inquiries on the schedule date for work completion of service connection.

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Update customer data including phone numbers, addresses, service drops and other customer information.

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Perform all clerical functions associated with Distribution Lines (line expansions, relocates, joint use, subdivisions, easements, etc).

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Record information provided by field staff needed to plan extension or other contracted work (contact for Bell Joint Use, includes Joint Use Billing) etc. Initiate file, prepare necessary forms (ie joint use), update local records (ie mapping) arrange for/take payment (forward to Accounts Receivable), arrange for staking, layout or other field work and calculate data related to refund administration.

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Prepare appropriate forms to authorize work when field reports are completed and forward for approvals.

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When approved, update local records and prepare forms for work scheduling and construction.

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Contact customer, as required.

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Issue and maintain equipment identification numbers switches, transformers, etc, using GENID.

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Perform other duties as required.

Selection Criteria

Essential Knowledge:

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Requires a knowledge of office principles associated with records maintenance, schedules and work orders/requests.

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Requires a knowledge of English to effectively communicate service details with customers/contractors.

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Requires a knowledge of data processing and software applications such as SAP, CIS, Word, Excel, ArcFM, PragmaCad, etc.

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This knowledge is considered to be normally acquired either through the successful completion of Grade XI in a Secondary, Commercial or Technical School or by having the equivalent level of education.

Essential Experience:

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Requires experience with computerized information systems such as SAP and CIS and Microsoft Office.

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Requires experience with file management, the operation of a variety of office/automated equipment and other clerical/administrative processes and various forms.

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Requires experience in reading layout drawings in order to facilitate the dispatching of work crew associated with new services, upgrades, pole relocates and joint use, etc.

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Requires experience associated with business processes to understand the organization, interrelationship of field staff and information sources.

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Requires experience relevant to area lines, forestry and customer service work to be familiar with technical terminology, equipment and materials employed and to understand the nature of the work performed, the contacts involved.

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A period of up to four years is considered necessary to gain this experience.

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2025.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

"Employer of the year 2025"

Deadline: June 30th, 2025

We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.

Job Segment: Accounts Receivable, Telecom, Telecommunications, Clerical, Information Systems, Finance, Technology, Administrative

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