Key Account Rep – Alectra Ombuds Office (PWU)
#2026-102
Location: Hamilton (John St), Vauaghan (Cityview), St. Catharines (Vansickle), Mississauga (Derry Rd) ,Hybrid
Department: Key Accounts
Number of Vacancies: 1
Hours per Week: 40
Rate of Pay: $37.22 /hr - $54.48/hr
Posting Open: July 31, 2026
Posting Closed: August 14, 2026
Please note that this posting may be removed prior to the closing date if a high number of qualified applications are received.
At Alectra, we energize a brighter future by empowering our workforce through the talent of tomorrow's bright minds. We promote a culture that encourages collaboration, celebrates innovation and supports lifelong learning. We are committed to creating a safe and inclusive workplace where everyone succeeds and has the opportunity to make a meaningful difference.
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.
Who we are
As the largest municipally owned electric utility in Canada, we are committed to growing, evolving and remaining innovative to build a sustainable and brighter future. Our values set us apart and are our fundamental beliefs about our organization:
Safety: Stay aware, prevent risks and protect each other.
Respect: Value everyone, act honestly and foster inclusion.
Customer Focus: Be reliable, anticipate needs and deliver exceptional solutions with care.
Excellence: Elevate performance, embrace diversity and deliver quality through collaboration.
Innovation: Drive growth by embracing change, creativity and continuous improvement.
Here’s why Alectra might be your ideal workplace:
- We offer comprehensive benefits. From health and wellness programs to financial security though our Defined Benefit Pension Plan – we offer a robust benefits package that supports you and your family.
- We invest in your career development. At Alectra, we care about our team’s future through offering ongoing trainings, mentorship and learning opportunities.
- We care about you work-life balance. Understanding that taking time off is essential to employee well-being, sustained productivity and high performance, we offer the following:
- Time off: At Alectra, we offer various time off options for our employees including vacation time, personal days, milestone parental leave top-up, volunteer days and bereavement days.
- Disconnecting from work: We prioritize your well-being through our “Disconnect from Work” policy which ensures you can maintain a healthy work-life balance.
- Hybrid work environment: Based on operational requirements, we offer flexible working arrangements that include working remotely or on-site.
At Alectra, your unique contributions matter and help drive our collective success to a more sustainable and brighter future.
Ready to Apply?
If this sounds like you and gets you excited, we’d love to hear from you! Simply click the apply button to submit your resume and take the first step toward joining our team. *Due to the high volume of applications, we are unable to accept resumes via email. All applicants must apply through our careers page to be considered.*
- First consideration will be given to permanent employees in the PWU bargaining unit.
Note: To be considered as an internal candidate you MUST use your Alectra email address when applying to jobs. This will link your application to your Dayforce Profile.
At Alectra, we celebrate diversity and are committed to an inclusive recruitment process that honours the dignity and independence of all applicants. If you require accommodation due to a disability during the process, please contact
[email protected]. We will work with you to ensure your needs are being met to the point of undue hardship.
Thank you for your interest in building a career with us. While we appreciate all applicants, only those selected for an interview will be contacted.
Please note: We kindly request no unsolicited resumes or agency referrals. Alectra does not accept resumes from recruitment agencies for any open positions unless a valid contract is in place.
Use of Artificial Intelligence (AI) in Recruitment
At Alectra, we’re committed to energizing a brighter future through innovation and responsible technology use. While we may use digital tools to support the efficiency of our recruitment process, we do not use AI to identify or screen candidates. Applications are personally reviewed by either a member of the Talent Acquisition team or one of the hiring leaders, ensuring a fair and human-centered experience for all applicants.
