Customer Care Solutions Consultant

Primary Focus: Microsoft Dynamics CRM

Reporting to the Manager, Customer Experience Projects, the Customer Care Solutions Consultant is responsible for the identification and implementation of effective customer focused solutions to meet business goals within the Customer Care and Revenue Services group. Works as part of the Customer Care and Revenue Services team to analyze, develop and lead initiatives to enhance business operations and improve customer experience. Works in partnership with the Information Technology team to ensure system solutions and the long-term technology road map meets divisional requirements.

This position will focus on implementation and long-term optimization of Microsoft Dynamics Customer Relationship Management (CRM) for Customer Care to enable improvements in agent and customer experience, while supporting enhanced business operations.

KEY RESPONSIBILTIES:

• Effectively guides Contact Centre business unit as a resident Subject Matter Expert in Microsoft Dynamics with a strategic approach to support prioritization and implementation of CRM system functionality
• Leads the development and implementation of initiatives and manages and reports on the delivery of business unit projects; assists in preparation of strategic business and action plans
• Provides business and data analysis, project definition and scope, and conducts feasibility studies including cost benefit analysis
• Designs, implements, configures, and manages systems related to customer operations and experience, ensuring business requirements and customer needs are addressed. Partners with Information Technology to provide better understanding of the business user's need to effectively develop and implement systems that support the customer care model
• Meets with the business users and gather application requirements, use cases, user stories and develop strategies to meet those needs.
• Develops system configurations, business rules, and coding logic by analyzing business requirements and studying system capabilities.
• Works as an application subject matter expert to assist with quality assurance, including developing test strategies, use cases and test scenarios in collaboration with business and IT stakeholders
• Develops ad-hoc reports and data queries to identify issues, assist requirement analysis, and improve processes in collaboration with business and IT stakeholders
• Collaborates with other departments and vendors to ensure the Customer Care and Revenue Service key performance indicators and strategic objectives are met
• Plans and develops business cases to support large scale divisional projects including the evaluation of current state, recommendation of best practice process and systems improvements, identification of risks and design of effective solutions both functional and technical within the Customer Care and Revenue Services (Customer Support Centre, Accounts Receivable and Compliance, Billing, and Metering) operational environment
• Acts as a key business resource for projects and initiatives within the Customer Care area, managing multiple projects; developing work plans and providing project status updates; ensuring high quality standards and milestones
• Facilitates the introduction of new processes and technology to staff

REQUIREMENTS:

• University degree in Business Administration, Computer Science, Engineering or related discipline
• Five (5) years of experience with business process redesign, analysis of business processes and identifying areas for improvement and development of new processes
• Progressive experience in business project implementation
• Three (3) years of experience with business systems analysis or similar function
• Three (3) years of experience in implementing and customizing Microsoft Dynamics 365 Customer Service solutions, including integrations with Microsoft Power Platforms (Power Automate, Power Apps and Power BI)
• Operational knowledge of Microsoft Dynamics 365 Customer Service within a contact centre envrionment
• Operational experience in a contact centre or accounts receivable operations is a strong asset
• Knowledge of systems related to customer care; customer billing and accounts receivable systems preferred
• Basic knowledge of the Microsoft Power Platform (Power Apps, Flow, Power BI) and understanding of Dynamics 365 Common Data Model preferred
• Proficient in analyzing SQL, business intelligence/data warehouse, or similar queries preferred
• Project Management Institute PMP Certification preferred
• Three (3) years leadership experience preferred
• Demonstrated abilities of working with multiple work groups. Comfortable with collaboration, open communication and proactively reaching out to cross-functional teams and customers
• Fully proficient in use of MS Office, MS Project, MS Visio and other project management tools
• Knowledge of customer care processes both functional and technical
• Strong facilitation and stakeholder management skills
• Problem solving and decision-making skills
• Demonstrated superior verbal and written communication skills
• Demonstrated ability in project management
• Contract and vendor management skills
• Negotiation skills and the ability to influence others

Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs. Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person. You are expected to live in Ontario and within reasonable commuting distance of the office.