Analyst, Comm. & Indust. Cust. Relations

51944 - Toronto - Regular

Hiring salary range: $3,610.06 - $4,847.80 / Bi-weekly

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

• Commercial & Industrial Customer Relations (CICR) functions regarding customers and generators.
• Understand how customers are set up for billing and payment.
• Understand how a customer's facility/meter data relationships are maintained in the meter data management system and customer information system (CIS).
• Respond to customer enquiries regarding contract process, field service requests, billing, rates and 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 who have questions regarding their billing, payment or service. Work with the Settlements team, and other Lines of Business, to obtain details as required.
• Proactively contact customers by phone or e-mail, as required 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 implement business processes and procedures required to ensure the integrity of CICR functions
• Maintain customer account/meter data relationship in CIS and coordinate with other teams as required to update information.
• Respond to customer enquiries regarding billing issues, service and account changes, and other Hydro One initiatives. Contact end-use customers and generators regarding billing and payment issues. Forward issues of concern to senior staff.
• Perform audits to ensure billing parameters such as (rate class,total loss application including transformer loss allowance/adjustmentsand 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.
• Some travel may be required (support for offsite presentations and/or customer visits)
• Presentations to other Lines of Business, or customers, to describe our role, rates and regulations
• Perform other duties as required.

Selection Criteria

• 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.

Education

• 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. This knowledge is considered to be normally acquired in and equivalent to a four-year university education in appropriate field or the equivalent level of education.

Experience

• Requires experience in billing and settlement processes.
• Requires an understanding of Ontario electricity market and the application of transmission and distribution tariff.
• Requires anunderstanding of Hydro One customer connection process and load data management.
• Requires experience with various computer data applications to produce reports. A period of over 2 years and up to and including 4 years' 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 2026. "Employer of the year 2026"

Deadline: August 18, 2026

The base salary for this role considers a variety of factors, including candidates' knowledge, skills, experience, education, and any applicable collective agreement requirements for union-represented positions. 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. For management roles, compensation is based on the principle of pay-for performance compensation philosophy, and the amount of annual adjustments and incentive payments depends on how well you and the company perform (subject to plan terms). We encourage open dialogue about compensation with our Talent Acquisition Team, who can provide more detailed information specific to this role.

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.

Hydro One uses AI tools to assist in the screening and assessing candidates for this role. Our use of AI does not replace human decision-making.

This posting is for an existing vacancy.

#J-18808-Ljbffr