Analyst, Comm. & Indust. Cust. Relations

Hydro One Networks Inc • Toronto, ON

9d • CA$93,862 - CA$126,043 • Onsite

About The Position

Hydro One is the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. With roots dating back over 110 years, the company has grown and evolved to meet the changing needs of its customers and communities. Hydro One is focused on providing exceptional customer service and building safe communities. This role is within the Commercial & Industrial Customer Relations (CICR) team, which handles functions related to customers and generators. The position involves understanding customer billing and payment setups, meter data management, and customer information systems (CIS). The analyst will respond to customer inquiries, provide analytical support, and proactively contact customers regarding programs and initiatives. A key aspect of the role is understanding and ensuring compliance with regulatory requirements such as OEB Distribution System Code, Retail Settlement Code, and IESO Market Rules. The position also involves assisting in the development and implementation of business processes, maintaining customer data, performing billing audits, and exchanging information with external organizations. Some travel may be required for offsite presentations and customer visits.

Requirements

• Knowledge of engineering principles, economics, and business administration.
• Ability to translate complex electricity consumption profiles, regulatory requirements, and billing calculations into readily understood communications for C&I customers.
• Knowledge of relevant sections of OEB Codes, IESO Market Rules and Program Rules.
• Knowledge of Hydro One's Conditions of Service.
• Knowledge of wholesale market and retail market billing and settlements.
• Knowledge of metering, billing and settlement processes.
• Knowledge of load analysis, billing, settlements and customer service.
• Computer programming and data management skills.
• Strong analytical skills.
• Customer service and account management skills plus experience in the use of CIS.
• Four-year university education, or equivalent, in an appropriate field.
• Experience in using software such as MS Office, Access, Visio.
• Experience in load data management systems such as IEE & CIS.
• Excellent communication and writing skills.
• A minimum of two - four years related experience.
• Requires knowledge of economics, engineering principles and business administration associated with wholesale settlement and retail billings.
• Requires a knowledge of computer technology to utilize various software applications and prepare reports.
• Requires a good knowledge of English to effectively communicate with external and internal staff.
• Requires experience in billing and settlement processes.
• Requires an understanding of Ontario electricity market and the application of transmission and distribution tariff.
• Requires an understanding of Hydro One customer connection process and load data management.
• Requires experience with various computer data applications to produce reports.

Nice To Haves

• Some travel may be required (support for offsite presentations and/or customer visits)

Responsibilities

• Manage Commercial & Industrial Customer Relations (CICR) functions regarding customers and generators.
• Understand customer billing and payment setups.
• Understand how customer facility/meter data relationships are maintained in the meter data management system and customer information system (CIS).
• Respond to customer inquiries regarding contract process, field service requests, billing, rates, payment matters, and other Hydro One initiatives and customer requests to modify existing accounts and services.
• Provide analytical support to Customers, other Hydro One Lines of Businesses, or CICR Supervisor, as required.
• Respond to phone calls or e-mails from customers regarding billing, payment, or service issues, working with the Settlements team and other Lines of Business to obtain details.
• Proactively contact customers by phone or e-mail for various programs, issues, or initiatives.
• Understand regulatory compliance requirements of OEB Distribution System Code, Retail Settlement Code, IESO Market Rules and Program Rules.
• Assist in the development and implementation of business processes and procedures to ensure the integrity of CICR functions.
• Maintain customer account/meter data relationships in CIS and coordinate with other teams for updates.
• Respond to customer inquiries regarding billing issues, service and account changes, and other Hydro One initiatives.
• Contact end-use customers and generators regarding billing and payment issues, forwarding issues of concern to senior staff.
• Perform audits to ensure billing parameters (rate class, total loss application including transformer loss allowance/adjustments and transformer ownership) are correctly applied and reflected in customer bills, forwarding discrepancies to senior staff.
• Exchange information with outside organizations such as IESO, 3rd party MSP, and service providers as directed.
• Presentations to other Lines of Business, or customers, to describe the role, rates, and regulations.
• Perform other duties as required.

Benefits

• Hydro One provides an extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability to enable our employees to be the best version of themselves.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level