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Business Customer Centre Analyst

Job Information
Author pmnationtalk
Date September 11, 2019
Deadline Open
Type Full Time
Company Hydro One Networks Inc
Location Toronto, ON
Category Business / Management
Client Hydro One
Contact Information
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Business Customer Centre Analyst

Date: Sep 6, 2019

Location: Toronto, ON, CA

Company: Hydro One Networks Inc

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 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!

Please note this a 6-12 month temporary assignment.


General Accountabilities:

  • Support Business Customer Centre (BCC) 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 BCC 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 BCC 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.

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 2019.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates.  If you are having difficulty using our online application system and you need an accommodation due to a disability, please email  Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Deadline: September 16, 2019

In the event you are experiencing difficulties applying to this job please consult our help page here.

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