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About the Role
The Customer Energy Management Associate supports the delivery of energy management programs and customer initiatives for an assigned portfolio of customers. This role combines customer relationship management, program support, project coordination, analytical reporting, and stakeholder engagement to help customers achieve their energy and business objectives.
Responsibilities
- Manages a portfolio of customer accounts, serving as a primary point of contact for routine inquiries, program participation, and customer support activities.
- Supports customers in identifying and accessing Toronto Hydro programs, services, incentives, and energy management opportunities.
- Builds and maintains effective relationships with customers and internal stakeholders to support customer satisfaction and achievement of customer objectives.
- Collaborates with team members and subject matter experts to coordinate customer engagement activities, project milestones, and action plans.
- Supports the implementation and delivery of customer energy management programs and initiatives, including tracking milestones, deliverables, participation levels, and program outcomes.
- Assists in the development of customer profiles, account plans, presentations, business cases, reports, and communication materials.
- Supports monthly and quarterly reporting activities through the collection, validation, and analysis of customer, portfolio, and program performance data.
- Identifies trends, opportunities, risks, and customer insights that support improved decision-making, customer engagement, and program effectiveness.
- Coordinates customer outreach activities, workshops, webinars, and stakeholder engagement initiatives.
- Monitors customer commitments and follow-up actions to ensure timely resolution and a positive customer experience.
- Supports departmental business planning, KPI tracking, forecasting activities, and continuous improvement initiatives.
- Conducts research on industry trends, customer priorities, emerging technologies, funding opportunities, and energy management best practices.
- Maintains accurate customer records, program documentation, and reporting information in departmental systems and databases.
Requirements
- Undergraduate degree in Business, Energy Management, Environmental Studies, Sustainability, Engineering, Economics, Public Administration, or a related discipline.
- Minimum three (3) years of relevant professional experience in customer service, account management, program delivery, project coordination, energy management, sustainability, utility operations, or a related field.
- Demonstrated customer relationship management and stakeholder engagement skills.
- Strong customer orientation with a commitment to delivering an exceptional customer experience.
- Excellent organizational skills with the ability to manage multiple priorities and deadlines.
- Strong analytical and problem-solving skills with the ability to identify trends and develop actionable recommendations.
- Experience preparing reports, presentations, performance metrics, and customer-facing materials.
- Ability to interpret data and translate findings into meaningful customer and business insights.
- Strong verbal and written communication skills.
- Demonstrated ability to work effectively within a collaborative, cross-functional team environment.
- Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, and Word.
Skills
- Knowledge of electricity conservation programs, electrification initiatives, energy management principles, or utility operations is considered an asset.
- Experience with reporting and visualization tools such as Power BI, Tableau, Alteryx, SQL, or similar platforms is considered an asset.
Location
- Ontario
- Reasonable commuting distance of the office
Work Type
- Hybrid
- Remote work two days per week
- Onsite Tuesday to Thursday
Experience Level
- Minimum three (3) years of relevant professional experience
Education Level
- Undergraduate degree in Business, Energy Management, Environmental Studies, Sustainability, Engineering, Economics, Public Administration, or a related discipline.
Salary/Compensations
- $80487 - $100609 Annually
- Target Variable Performance Pay: 8%
Benefits
- 100% employer paid Health & Dental benefits
- 24/7 access to Employee & Family Assistance Program and Virtual Healthcare
- Company-paid life insurance and long term disability
- Spending account to support fitness goals (e.g. gym memberships)
- Competitive paid time off (including vacation and parental leave)
- Defined Benefits Pension Plan through OMERS
- Career development and tuition reimbursement
- Exciting employee engagement and appreciation events throughout the year
About the Company
- Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process.
- Toronto Hydro is committed to fostering an inclusive and accessible recruitment process.
- Learn more about our commitment to accessibility.
Equal Opportunity
- We welcome applications from all qualified candidates.
- Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process.