Analyst, Commercial & Industrial Customer Relations

General Accountabilities:

• Support key functions regarding Commercial & Industrial 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 Commercial & Industrial Customers, other Hydro One Lines of Businesses, or Supervisor, as required.

Responsibilities include:

• 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 core 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/adjustments and transformer ownership), have been correctly applied and reflected inthe 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 presentationsand/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 and Essential Competencies

• Knowledge of engineering principles, economics, and business adminstration.
• Ability to translate complex electiricity consumption profile regulatory requirements, and billling 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.