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Contractor, Customer Support Agent
12-month contract
Toronto- DT Toronto, Hybrid
If the below role interests you, please share your updated CV to nishmitha.dsa@hays.com for a quick screening.
The Contractor, Customer Support Agent (CSA) provides critical support for our residential, commercial and industrial customers, fulfilling a wide range of responsibilities in the meter/order to cash process for both electricity and non-electricity billing utilizing sophisticated meter and billing systems. Positions can be front-office (customer facing) or back-office (operations facing) but ultimately support our relationship with our customers.
KEY RESPONSIBILITIES:
Responsibilities include meter data collection and control, manual billing and billing exception handling activities, collection services and activities, payment processing, direct and indirect customer interactions, and customer relationship oversight.
Builds, maintains and enhances customer experience by providing service based on specific customer needs via inbound telephone queue, outbound phone contacts, written correspondence, formal and informal face-to face meetings, and digital communications.
Analyzes and resolves billing issues and related activities and performs remediation actions in various systems, ensuring the compliance and accuracy of customer metering and billing data sources.
Prepares billing data, bills, writes letters and calculates billing adjustments, assesses and manages security deposits, capital contributions, cancels and re-bills.
Investigates and coordinates field investigations to provide resolution towards data issues or customer and account discrepancies.
Liaises with outside agencies, city inspectors, bailiffs, contractors and field staff as required, coordinating activities in the collections and severance process to optimize the collection of outstanding account balances.
Negotiates payment arrangements with customers on outstanding balances, processes skip tracing, writes collection letters, prepares final bills, reviews and prepares accounts and documentation for external collection agencies and write-off.
Performs daily bank reconciliation, working closely with the bank, finance and treasury, including reconciling customer payments to the general ledger.
Prepares and processes documentation for bankruptcies, foreclosures, and insolvencies.
Performs administrative duties which include answering incoming switchboard calls connecting the caller to the correct person or department.
COMPETENCIES:
University degree or three (3) year College diploma (Business, Communications, Accounting, Finance, and Electrical Technologist/Engineering based studies preferred).
Minimum two years of previous professional work experience in a related field. (Experience in a customer centric environment is preferred).
Highly proficient in MS Office applications including Outlook, Word, Excel and PowerPoint; experience using in-house database functions at an intermediate level or higher.
Advanced communication (verbal and written) and interpersonal skills.
Strong customer service and customer relationship building skills; ability to interact professionally with internal and external stakeholders.
Knowledge of the electricity sector, specifically the Ontario Energy Board (OEB) and other regulatory codes preferred.
Meter data technology; Customer Care and Billing; and accounting software experience across all types of systems is preferred.
Knowledge of metering systems such as MDMR, ODS etc. an asset.
Experience in billing within regulated industry environment an asset.
