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Expected Salary Range: $80487 - $100609 Annually

Target Variable Performance Pay: 8%

The salary range shown above reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.

The Customer Energy Management Associate is a customer-focused professional who supports the delivery of energy management programs, customer initiatives, and account management activities for their assigned portfolio of customers (e.g. commercial, institutional, municipal, and multi-residential customers, residential). Working as part of a cross-functional team and reporting to the Manager, Customer Energy Management, the Associate helps customers identify opportunities, navigate programs and services, and achieve their energy, operational, and long-term business objectives. The role combines customer relationship management, program support, project coordination, analytical reporting, and stakeholder engagement responsibilities. The Associate manages a portfolio of accounts while supporting broader customer strategies and initiatives led by senior team members. The role contributes to program attainment, customer insights, performance reporting, and the delivery of a consistent and high-quality customer experience.

This posting is for an existing vacancy.

KEY 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.
• Knowledge of electricity conservation programs, electrification initiatives, energy management principles, or utility operations is considered an asset.
• 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.
• Experience with reporting and visualization tools such as Power BI, Tableau, Alteryx, SQL, or similar platforms is considered an asset.

TOTAL REWARDS

To support the overall well-being and success of our employees, Toronto Hydro provides a comprehensive total rewards package which includes:

• 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

This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office.

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process. As part of this, artificial intelligence (AI) systems may be used to assist in screening, assessing, or selecting applicants for this position. These tools are used in combination with human decision-making to ensure fairness and consistency.

ACCESSIBILITY AND APPLICATION SUPPORT

Toronto Hydro is committed to fostering an inclusive and accessible recruitment process. Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email hr_talent@torontohydro.com or call (416) 542-8000. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.

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