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Regional Municipality of Peel Hiring For Utility Billing Representative (Customer Service Call Centre) at Brampton, ON Full Time
Job Description:
Hours of Work: 17.5 hours per week. Monday – Friday 1:00pm to 4:30pm
If this opportunity matches your qualifications and experience, please apply on-line.
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 to ensure vaccination efficacy. The Region of Peel reserves the right to request proof of vaccination at any time. Acceptable proof includes an Ontario Ministry of Health COVID-19 vaccine receipt which you can obtain through the Provincial portal https://covid19.ontariohealth.ca/, or other government-issued vaccine passport or certification.
The requirement to be fully vaccinated is subject to the Ontario Human Rights Code. If you are not fully vaccinated, a documented medical reason provided by a physician or registered nurse and time period for the medical reason may be accepted.
Utility Billing Representative (Customer Service Call Centre)
Public Works – Operations Support
Regular Part-Time – 17.5 hours per week
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.
Responsibilities:
- 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.
- Prepare monthly correspondence and email tracking reports.
- 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.
- Re-classify 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.
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Process final readings into the billing application and accurately calculate all prorated reads or final error corrections, as well as:
- Approve and accurately process refunds, billing adjustments or waiving of penalties as per authority level
- Process all returned bills and re-issue 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
Qualifications:
- Three (3) years of relevant office experience in a fast-paced 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 multi-tasking, 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 utility-based system would be considered an asset.
- Exposure to Customer Care & Billing System as well as Five9 would be considered an asset.
Location: 2 Copper Road, Brampton.
Hours of Work: 17.5 hours per week. Monday – Friday 1:00pm to 4:30pm
Interview: Our recruitment process will be completed with video conference technology.
If this opportunity matches your qualifications and experience, please apply on-line.
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 to ensure vaccination efficacy. The Region of Peel reserves the right to request proof of vaccination at any time. Acceptable proof includes an Ontario Ministry of Health COVID-19 vaccine receipt which you can obtain through the Provincial portal https://covid19.ontariohealth.ca/, or other government-issued vaccine passport or certification.
The requirement to be fully vaccinated is subject to the Ontario Human Rights Code. If you are not fully vaccinated, a documented medical reason provided by a physician or registered nurse and time period for the medical reason may be accepted.
About Us:
The Region of Peel serves more than 1.4 million residents and approximately 173,000 businesses in Brampton, Caledon and Mississauga. We deliver a wide range of resident focused services across the Region.
Our 20-year vision for Peel is “Community for Life.” Our goal is to create a place where everyone enjoys a sense of belonging and has access to the services and opportunities needed to thrive in each stage of their lives. Our 2015-2035 Strategic Plan outlines the work we’re focused on to bring this vision to life.
To learn more about the Region of Peel, explore peelregion.ca.
Additional Information:
The Region of Peel is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.
The Region of Peel is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contact [email protected].
Please be advised, the Region of Peel uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.
