Key Account Rep – Alectra Ombuds Office (PWU) #2026-102

Position Purpose   The Key Account Representative is the main point of contract for Alectra Utilities large industrial, municipal, commercial and political accounts (Key Accounts).   This Key Account Representative role will report into the Alectra Ombuds Office and will primarily provide technical customer assistance related to executive escalations, OEB complaints, insurance claims and other departments.     Key Responsibilities/Accountabilities Performs needs analysis for Key Account customers in order to provide them with the account and operations information they require. Reviews and explains complex customer billing information to resolve inquiries and concerns. Prepares usage data, load profiling and power factor reports for presentation to customers to help them to better understand their electrical consumption relating to their operations. Oversees and work with customers to administer all issues relating to all Independent Electricity System Operator’s Industrial Commercial Billing Initiatives. Initiates system Power Reliability investigations for outages that impact specific Key Account customers. Works with internal stakeholders to seek resolution to ongoing outage complaints. Continuously update knowledge of energy usage trends and power to educate customers on new technologies and power quality mitigation techniques. Works with Customer Service group with escalations relating to Key Accounts and commercial services with complex billing configurations by directly taking calls or referrals from the Customer Service group. Performs customer site visits to better understand their operations to ensure their customer service and utility expectations are met. Prepares system reports as they relate to Utility System Profile, System Peak, Large user coincident peak, etc. Liaise with the Control Room and notify the customer of any planned outages. Responsible for a working knowledge and understanding of and make all efforts reasonable to work in accordance with and ensuring work is done in compliance with the appropriate safety legislation, EUSR rules, Alectra policies and procedures and safe work practices that apply to the work while adhering to the internal responsibility system. Reports any unsafe conditions or observed unsafe work practices using Alectra procedures. The incumbent may be asked to perform other related duties which may be assigned from time to time.   Qualifications, Knowledge, Skills and Competencies     Education & Specialized Knowledge Requires C. Tech. or Technologist certificate. CET designation or CET Eligible. Knowledge of electrical distribution system operations. Knowledge of industrial/commercial processes, and electrical equipment (e.g., Motors, lighting types, HVAC, capacitors.   Experience Minimum four (4) years related experience. Skills/Abilities/Competencies Valid G driver’s license is required. Demonstrated ability to solve complex problems. Strong written and verbal skills with coworkers and members of the public. Demonstrated MS Office experience with Word and Excel. Ability to make quick and accurate decisions with minimal supervision that support the company procedures. Ability to multi-task in a fast-paced environment. Knowledge of meter installations: interval and non-interval. Knowledge of CC&B an asset. Must be able to work from other locations as required as per guidelines within the Collective Agreement. Working Conditions Work involves moderate unpleasant conditions or hazards, resulting in some discomfort or risk of danger - work is performed more often indoors.