Analyst, Commercial & Industrial Customer Relations

46939 - Toronto - Rotation - 12-16 months
Safety Comes First is a core value at Hydro One, and we remain committed to taking every reasonable precaution to ensure a respectful, safe and healthy working environment. Further to this commitment, we have adopted a COVID-19 Vaccination Policy to protect the health of our employees from the hazard of COVID-19. New employees will be required to declare their vaccination status to Hydro One. Employees who do not provide proof of vaccination status may not enter any 3rd party locations that require full vaccination (e.g. customer properties).
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!

• NOTE* Hydro One introduced a Hybrid Work Pilot Project in 2022 for most office-based roles. Employees work in-office/on-site two days a week and remotely from home for three days a week. Hydro One is adding refreshed workspaces and technology to support these changes. Join us as we ‘trial & learn’ a new modern way of working and be a key driver of future state!

In office but with intention – a time for team and trust building, collaboration, and socialization. Please reach out to us to learn more!
General Accountabilities

• Dept. is operating under Hybrid workplace (remote three days per week)
• Support key functions regarding distribution Commercial & Industrial customers and large distributed embedded generators.
• Respond and resolve customer enquiries regarding contract process, operational service requests, cost of power methodologies, rates/pricing, payment matters and other Hydro One or regulatory initiatives and customer requests to modify existing accounts and services.
• Provide advanced subject matter expertise support to Commercial & Industrial Customers, other Hydro One Lines of Businesses, or Supervisor, as required.
• Advanced understanding how large customers are set up for billing and settlement.
• Advanced understanding how a large customer's facility/meter data relationships are maintained in the meter data management system and customer information system (CIS).

Responsibilities Include

• Perform other duties as required.
• Respond to customer enquiries via email or phone regarding billing issues, service and account changes, and other Hydro One initiatives.
• Contact end-use customers and generators regarding billing and payment issues.
• Perform audits to ensure billing parameters such as (rate class, total loss application including transformer loss allowance/adjustments and transformer ownership), have been correctly applied and reflected in the subsequent bill to the customer. Forward discrepancies identified to senior staff.
• Exchange information with outside organizations such as IESO, 3rd party MSP, service providers as directed.
• Work with other pertinent Lines of Business to obtain details if required.
• Some travel may be required (support for offsite presentations and/or customer visits)
• Follow escalation process involving senior staff where applicable.
• Proactively contact customers by phone or e-mail, as required for various programs, issues or initiatives.
• Assist in the development and implement business processes and procedures required to ensure the integrity of core functions.
• Maintain customer account/meter data relationship in CIS and coordinate with other teams as required to update information.
• Understand regulatory compliance requirements of OEB Distribution System Code, Retail Settlement Code, IESO Market Rules and Program Rules.
• Presentations to other Lines of Business, or customers, to describe our role, rates and regulations.

Selection Criteria And Essential Competencies

• Strong analytical skills.
• Excellent communication and writing skills.
• Experience in load data management systems such as IEE & CIS.
• Knowledge of load analysis, billing, settlements and customer service.
• Knowledge of wholesale market and retail market billing and settlements
• Four-year university education, or equivalent, in an appropriate field.
• Knowledge of Hydro One's Conditions of Service.
• Ability to translate complex electricity consumption profile regulatory requirements, and billing calculations into readily understood communications for C&I customers.
• Experience in using software such as MS Office, Access, Visio.
• Knowledge of relevant sections of OEB Codes, IESO Market Rules and Program Rules.
• Knowledge of metering, billing and settlement processes.
• A minimum of two-four years related experience.
• Strong data management skills.
• Customer service and account management skills plus experience in the use of CIS.
• Knowledge of engineering principles, economics, and business administration.

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 2022.
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 [email protected] . 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.
Deadline: May 22, 2023
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