CDM Customer Service And Reporting Agent

Customer Service And Reporting Agent

At Hydro Ottawa, we empower the lives of the people in the communities we serve.

As the electricity distributor to the Nation's Capital, our work powers all the essential activities that make up our lives - at home, at work and at play. And as Ontario's largest municipally-owned producer of green power, we are leading the way to a greener tomorrow.

We are looking for trailblazers and innovators to join us as we build an energy future that will keep our City and our planet green for generations to come.

Are you ready to make a difference in our community?

Job Summary

The Customer Service and Reporting Agent (CSRA) is responsible for both the program administration and financial aspects of the CDM and Energy and Decarbonization Team activities, including the reporting of budgetary and financial commitments, and program KPIs in support of achieving GW and GWh targets in accordance with Hydro Ottawa's commitments and program delivery processes. The CSRA works closely with both internal stakeholders supporting marketing, communications, program planning and implementation activities and capturing customer insights to inform future CDM, Energy and Decarbonization strategies and non-wire solution (NWS) opportunities. The CSRA also works with Hydro Ottawa customers and vendors assisting with educating them on opportunities, available programs and financial incentives. The CSRA also plays a key role in the development of future business cases, program requirements, and funding applications, while leveraging and analyzing internal data to inform those activities.

Major Responsibilities

• Contribute to the ongoing implementation, maintenance, improvement, monitoring, and reporting of an annual strategic CDM, Energy and Decarbonization plans, including a tactical sales strategy that delivers on the achievement of goals and objectives.
• Interact with customers to ascertain CDM, Energy and Decarbonization needs and business drivers
• Identify opportunities and explain business processes and eligibility requirements to customers and vendors who wish to participate in CDM or Energy and Decarbonization programs.
• Act as the general point of contact for both internal and external inquiries and respond or redirect as appropriate.
• Capture and share intelligence with internal stakeholders to assist with developing strategies that strengthen market share or increase customer value.
• Leverage internal data and metrics to identify and target potential customers for team engagement.
• Assist with tracking customer insights learned during engagement to inform the development of new CDM, Energy and Decarbonization programs, distributed energy resource (DER) or NWS development, as well as future business opportunities.
• Collect, prepare and review administrative documentation and ensure eligibility, compliance of applications and requisition of payments for programs Hydro Ottawa administers.
• Draft process mapping and process implementation documentation, maintain and update as required and identify opportunities for efficiency.
• Track, reconcile and analyze CDM, Energy and Decarbonization program KPIs as well as budgetary and financial data, and prepare related reports and settlement submissions to the business and external program stakeholders as required.
• Coordinate CDM, Energy and Decarbonization work order and procurement activity to ensure internal accounting is accurate and balanced, including monthly verification and reconciliation of revenue and expenses for these programs using the enterprise resource planning system (ERP), identifying and correcting any errors as required.
• Capitalize ongoing CDM and Energy and Decarbonization projects. This includes reviewing the status of projects that are internal and billable and the history in the projects ensuring that the proper flow of the work order/projects is maintained in the ERP.
• Provide administrative support including maintaining and creating files and archival filing processing for all media.
• Provide support on special projects such as disseminating information to other divisions concerning CDM, Energy and Decarbonization policies and procedures.
• Use productivity tools to support sales efforts and identify efficiencies in program delivery.
• Populate Customer Relationship Management (CRM) system with customer information and keep colleagues apprised of important insights.
• Address or direct customer issues to minimize brand risk and increase customer satisfaction while respecting governance and program compliance.
• Gather relevant information/documentation for and support the preparation of responses to internal and external audits.
• Provide accounting support to management and staff as required.
• Represent Hydro Ottawa at community and commercial events as required.
• Perform other related duties as required.

Education And Experience

• Post-secondary education in a related field such as Business Administration or an environmental related program
• Experience with and comprehensive understanding of financial tracking systems and spreadsheet software: Google Sheets, Microsoft Excel
• Knowledge of electricity industry and/or energy conservation, as well as an understanding of kW, kWh and billing demand in a commercial environment considered an asset
• Basic understanding of how office buildings use electricity through lighting, HVAC, or other electrical equipment considered an asset
• Experience in customer support role considered an asset
• Experience with program administration and process mapping considered an asset
• Experience in growing products or services through distribution channels considered an asset

Additional Requirements

• English essential, both oral and written
• Bilingual (English and French) considered an asset
• Valid driver's license – Class G

The terms and conditions of employment for this position are governed by the collective agreement between Hydro Ottawa Limited and IBEW Local 636.

Hydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, details of the hybrid model will be discussed with successful candidates.

Hydro Ottawa may use artificial intelligence ("AI") during the recruitment process to aid in the screening and selection of candidates.

Location:

Ottawa, ON

Pay Range Minimum:

$59,000.50

Pay Range Maximum:

$90,668.50

Posting End Date (if applicable):

May 15, 2026

Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals. We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs.

Applicants must be legally entitled to work in Canada.