Support Specialist, Customer Experience

Operations Support Representative
Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers! We are a leader among energy companies in North America, recognized for providing highly reliable service and exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that champions safety, supports innovation, and delivers on our commitment to customer service - while actively fostering a diverse, equitable, and inclusive workplace reflective of the communities we serve.

Competitive salary and comprehensive benefits package.
Defined-benefit pension plan for long-term financial security.
Enjoy a work schedule that typically provides every second Monday off (subject to location and operational requirements), supporting a balanced approach to work, family life and community.

We are seeking an experienced Operations Support Representative to fill a permanent full-time position in the Portage la Prairie Customer Service Centre to provide a wide range of operational administrative support related to planning, dispatching, and customer service activities.

Use a variety of customer information, work management and computer system applications (i.e., Banner, MWM, SAP, CSI, PowerOn, etc.) to effectively perform customer service and administrative support transactions within the Customer Service Centre (CSC).
Ensure work is capacity scheduled efficiently to resources within the CSC using the Mobile Workforce Management (MWM) software to meet the daily work schedules and customer service needs.
Liaise with the Planning group in processing the administrative component of the work order and structure move process.
Provide an exceptional customer service experience using strong communication and interpersonal skills.
Review, analyze and resolve issues/inquiries as it relates to energy consumption, billing and services consistent with corporate policies and procedures.
Perform time and expense administration and handle staff inquiries related to their time, expenses, and benefits ensuring adherence to applicable collective agreements and/or corporate policies.
Establish and maintain an effective line of communication and liaison within other related areas of the Corporation such as Operations Business Solutions and Services, Operation Support Services, Customer Billing, Major Accounts, Time and Expense, HR, Customer Engagement Centre, MHUS, TSOM, Electrical Inspections, Materials Management, Meter Shop.
Minimum Grade 12 education and two years' related experience with a minimum of one year in Banner, PowerON, SAP, and Time and Expense Management.
Demonstrated ability to operate relevant software in referencing required data. This includes the ability to use PragmaCAD, CSI, eGIS, CBYD, IVRnet, SAP (MM, PM, CS, TM), Time and Expense Management system, RCCS, SFM, Work Order Registries, Microsoft Outlook, Word, Excel, Teams, PRS and the Customer Feedback Centre.
Working knowledge of various tasks completed in related programs: permit inspections, damage claims, key management, error queues, work orders: creation, scheduling and close out, and various administrative reports.
Familiar with Union Agreements and Corporate policies and procedures as they related to a CSC operating environment.
Familiar and able to operate office equipment, including photocopiers, fax machines, scanners etc.
Possess strong interpersonal skills and be capable of communicating both orally and in writing.
Willingness and availability to travel to other Customer Service Centre offices in rural Manitoba and/or City of Winnipeg as required.

The range for the classification is $29.99-$41.09 Hourly, $57,470.66-$78,744.64 Annually.

Note: This employment opportunity is advertised on Manitoba Hydro's career website, and all candidates wishing to apply must do so using our online application system. Ready to join a team that energizes Manitoba and puts safety, innovation, and inclusion at the heart of everything we do? Visit to learn more about this position and to apply online.

We appreciate your interest in Manitoba Hydro and thank all applicants. Only those selected for the next stage of the selection process will be contacted.

If you require accommodations during the recruitment process or need this posting in an accessible format, please let us know - we're committed to a barrier-free experience for all candidates.