Utility Billing Representative - Brampton, Canada - Regional Municipality of Peel

Regional Municipality of Peel

Verified Company

Brampton, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Description:

Utility Billing Representative (Customer Service Call Centre)

Public Works - Operations Support

Contract Full-Time; 13 Months

Pay Band:
$51,815 - $64,770

Work mode:
Hybrid

Location:2 Copper Road, Brampton

Hours of work:35 hours/week; 8:30am - 4:30pm

Reporting to the Supervisor in Billing Operations you will provide customer support service with respect to utility billing issues in a fast paced call centre environment.

The Utility Billing Representative assesses and completes all duties involved with producing a timely accurate water bill; in addition to written correspondence to customers.

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What you will do in this role_

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Engage with utility customers using the Five9 softphone system to address and resolve customer inquiries.
Accurately process change of ownership information into billing software.
Interact with law firms to resolve conflicting information received or closing problem issues.
Accurately process and input all relevant tenant information.
Answer and address all utility billing related written correspondence or issues received through the BillingOps inbox.
Work on yearly project for the Monthly/Quarterly transfer procedure, ensuring appropriate bills and letters go out to customers in a timely manner.
Calculate billing adjustments for problem accounts, enter into billing software, and prepare appropriate approval memos and client correspondence while keeping the management team appraised of the accounts in question.
Exchange, provide or seek data or information from the various City Plumbing Departments or any other source such as a customer when the wastewater class is in doubt.
Reclassify accounts where new sewer conversions or connections affect the classification of what percentage of waste water based on water usage the customer will be billed and notify the customers with a letter accordingly.
Approve and accurately process refunds, billing adjustments or waiving of penalties as per authority level
Process all returned bills and reissue to appropriate new locations
Input any relevant client information into utility billing system as required
Monitor the quality assurance reports for inconsistencies or problems and then resolve
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias

**_ What the role requires_

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Three (3) years of relevant office experience in a fastpaced customer service/call centre Utility Billing environment. An equivalent combination of education and/or experience may be considered.
Must have experience within a high call volume call centre environment
Superior customer service skills, displaying effective communication and timely problem solving.
Strong judgment, tact, and diplomacy to handle difficult clients.
Organized, with the ability to multitasking, prioritize and process a high volume workload.
Proficient computer skills including Word, Outlook and Excel.
Strong accounting and math skills with abilities to analyze data and provide conclusions.
Experience using a computerized billing system, a utilitybased system would be considered an asset.
Exposure to Customer Care & Billing System as well as Five9 would be considered an asset.

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Comprehensive Health, Dental, Vision benefit plan (effective start date)
Automatic enrolment into OMERS pension plan (where applicable)
Accrue Vacation on a monthly basis (where applicable) up to 3 weeks per annum
3 Paid personal days and floating holidays
Annual performance review and merit increases based on performance
Supportive leadership and a culture of respect and inclusion

Location:

In this role you will have the ability to work remotely and attend on-site when required based on operational requirements at 2 Copper Road.

The frequency of on-site activities may vary on a weekly basis and based on operational requirements. Your remote work location must be located within the province of Ontario.

Hours of Work:35 hours/week; 8:30am - 4:30pm

Interview:
Our recruitment process will be completed with video conference technology.

As part of the Region's ongoing commitment to health and safety, there are enhanced Covid-19 specific safety protocols and/or personal protective equipment requirements (e.g. masks, eye protection, etc.) in place to help protect health and safety. The additional requirements are determined based on the nature of the work being carried out.
**New employees are required to be fully vaccinated against COVID-19 as a condition of employment. Being fully vaccinated is determined as the status of having received the full series of approved vaccines (both doses of a two dose vaccine series, one dose of a single dose vaccine series) and any additional doses required and approved by Health Canada and having satisfied the full post vaccination period required