Apply on Kit Job: kitjob.ca/job/2fik42

Please Note: If you are a current Hydro Ottawa employee with access to Workday, apply to this job via the Workday application.

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 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 strategies and non-wire alternative (NWA) opportunities. The CSRA also works with Hydro Ottawa customers assisting with educating them on CDM 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

The essential responsibilities of the job include but are not necessarily restricted to the following:

- 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 current 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.

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/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

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

Pay Range Minimum:$59,000.50Pay 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.

Apply on Kit Job: kitjob.ca/job/2fik42

📌 CDM Customer Service and Reporting Agent (Ottawa)
🏢 Hydro Ottawa Group
📍 Ottawa