CDM Customer Service and Reporting Agent

Hydro Ottawa is the electricity distributor to the Nation’s Capital, committed to leading the way to a greener tomorrow. The Customer Service and Reporting Agent (CSRA) is responsible for program administration and financial aspects of the CDM Team activities, including reporting on budgetary commitments and customer engagement to support energy efficiency initiatives.

Responsibilities

• Contribute to the ongoing implementation, maintenance, improvement, monitoring, and reporting of an annual strategic CDM plan, including a tactical sales strategy that delivers on the achievement of CDM goals and objectives
• Interact with customers to ascertain energy efficiency needs and business drivers and identify opportunities and explain CDM business processes and eligibility requirements to customers who wish to participate in these programs
• 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 CDM team engagement
• Assist with tracking customer insights learned during engagement to inform the development of new CDM programs, DER or NWA development, as well as future business opportunities
• Assist with the administrative and compliance aspects of CDM programs Hydro Ottawa administers, helping with process mapping and process implementation and identifying opportunities for efficiencies
• Reconcile and analyze CDM program KPIs as well as budgetary and financial data, and prepare related reports and settlement submissions as required
• Coordinate CDM work order and procurement activity to ensure internal accounting is accurate and balanced, including monthly verification and reconciliation of revenue and expenses for CDM programs using the enterprise resource planning system (ERP), identifying and correcting any errors as required
• Capitalize ongoing CDM 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 policies and procedures
• Use productivity tools to support sales efforts and identify efficiencies in CDM program delivery. Populate Customer Relationship Management (CRM) system with customer information and keep colleagues apprised of important insights
• Address or direct CDM customer issues to minimize brand risk and increase customer satisfaction while respecting governance and program compliance
• Ensure customer applications comply with applicable CDM program requirements
• Assist with preparing 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

Skills

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

Benefits

• Hybrid Work Model
• Collective agreement between Hydro Ottawa Limited and IBEW Local 636

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