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 Contact Agent is responsible for effectively responding to all customer inquiries received via multiple channels offered by Hydro Ottawa and those acting on behalf of Hydro Ottawa.

The Customer Contact Agent serves as an ambassador for Hydro Ottawa and is the first point of contact for the majority of customer service requests.

To perform the work, the Customer Contact Agent must become familiar with a variety of key processes and have a thorough knowledge of Hydro Ottawa and its services. Service to the customers must be delivered with the highest possible level of courtesy, efficiency and professionalism while adhering to regulatory requirements.

MAJOR RESPONSIBILITIES

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

• Analyze, interpret, research, troubleshoot and respond to customer inquiries received via all channels supported by Hydro Ottawa.
• Make decisions that affect the monetary amounts to both our customers and Hydro Ottawa that may impact charges on a customer’s bill.
• Respond and action customer requests related to the various Hydro Ottawa payment plans.
• Liaise with third party social agencies on various customer support programs.
• Accurately complete and deliver documentation requests from customers.
• Schedule field personnel appointments for a variety of purposes.
• Input and update personal statistics as required.
• Ensure own work is in compliance with the Occupational Health and Safety Act and any other applicable legislation.
• Provide support to other customer service working groups as required.
• Perform other related duties as required.

EDUCATION AND EXPERIENCE

• Secondary school diploma
• Several years of experience working in a customer service environment
• Knowledge of the electric utility industry considered an asset

ADDITIONAL REQUIREMENTS

• English essential, both oral and written
• Bilingual (English/French) essential, both oral and written

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:

$56,173.00

Pay Range Maximum:

$86,276.45

Posting End Date (if applicable):

May 31, 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.