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About the Role

Hydro One is seeking to fill a role focused on Commercial & Industrial Customer Relations (CICR), understanding customer billing and payment setups, and managing facility/meter data relationships within their systems. The position involves responding to customer inquiries, providing analytical support, and ensuring regulatory compliance.

Responsibilities

• Manage Commercial & Industrial Customer Relations (CICR) functions for customers and generators.
• Understand customer billing and payment setups.
• Understand customer facility/meter data relationships in the meter data management system and customer information system (CIS).
• Respond to customer inquiries regarding contracts, field service, billing, rates, payments, and account modifications.
• Provide analytical support to customers, other Hydro One Lines of Business, or the CICR Supervisor.
• Respond to customer phone calls and emails regarding billing, payment, or service inquiries, collaborating with the Settlements team and other Lines of Business.
• Proactively contact customers regarding various programs, issues, or initiatives.
• Understand regulatory compliance requirements including OEB Distribution System Code, Retail Settlement Code, IESO Market Rules, and Program Rules.
• Assist in developing and implementing business processes and procedures for CICR functions.
• Maintain customer account/meter data relationships in CIS and coordinate updates with other teams.
• Respond to customer inquiries about billing issues, service changes, and account modifications.
• Contact end-use customers and generators regarding billing and payment issues, escalating concerns to senior staff.
• Perform audits to ensure billing parameters (rate class, total loss application, transformer ownership) are correctly applied and reflected in customer bills, escalating discrepancies.
• Exchange information with external organizations like IESO and third-party MSPs.
• Travel may be required for offsite presentations and customer visits.
• Present to other Lines of Business or customers about Hydro One's role, rates, and regulations.
• Perform other duties as required.

Requirements

• Knowledge of engineering principles, economics, and business administration.
• Ability to translate complex electricity consumption profiles, regulatory requirements, and billing calculations into understandable 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.
• Experience in the use of CIS.
• 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 to four years of related experience.
• Requires knowledge of economics, engineering principles, and business administration associated with wholesale settlement and retail billings.
• Requires knowledge of computer technology to utilize various software applications and prepare reports.
• Requires a good knowledge of English for effective communication.
• Requires experience in billing and settlement processes.
• Requires an understanding of the 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.

Skills

• MS Office
• Access
• Visio
• IEE
• CIS

Location

• Toronto

Work Type

• Regular

Experience Level

• Two to four years of related experience

Education Level

• Four-year university education, or equivalent, in an appropriate field

Salary/Compensations

• $3,610.06 - $4,847.80 / Bi-weekly

Benefits

• Extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability.

About the Company

• 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 focuses on providing exceptional customer service and building safe communities.
• Recognized by Forbes in its list of Canada’s Best Employers for 2026.
• Employer of the year 2026.

Equal Opportunity

• Hydro One seeks 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.
• Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.