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Full job description
Job Description:
Utility Billing Representative
Utility Billing Representative
Public Works – Operations Support
Regular Part-Time
Hourly Rate: Starting at $29.18
Work mode: Hybrid
Location: 2 Copper Road, Brampton
Hours of work: 17.5 hours per week (3.5 hours daily between 11:00am – 5:00pm)
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.
What you will do in this role:
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.
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
What the role requires:
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.
Perks @ Peel and why you will love working for us:
Comprehensive Health, Dental, Vision benefit plan including psychological health
Automatic enrolment into OMERS pension plan
Annual performance review and merit increases based on performance
Supportive leadership and a culture of respect and inclusion
Work Mode & Job Location: In this role you will have the ability to work remotely and attend on-site when required based on operational requirements at the 2 Copper Road Brampton worksite. 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:
17.5 hours per week (3.5 hours daily between 1:00pm – 5:00pm)
Interview: Our recruitment process will be completed with video conference technology.
At Peel Region, we value being open and transparent with our community. The Ontario government has passed legislation that will dissolve Peel Region on January 1, 2025. Peel remains committed to providing uninterrupted services to our residents and businesses through the transition. Skilled and qualified professionals are and will be needed to deliver services to the Peel community regardless of the governance model. For information about our transition and how we continue delivering services, visit peelregion.ca/transition.
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.
About Us:
Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon. Peel Region delivers essential services to more than 1.5 million residents and approximately 175,000 businesses.
We’re working to create a community that is safe, inclusive, and accessible. A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.
Our workforce is 6,700 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support.
Recognized by Canada’s Healthy Workplace Month® with the Great Employer Award presented by Excellence Canada, Peel Region is a place where everyone feels they belong. We strive to develop a workplace that values and respects diversity, practices inclusion, recognizes the unique contributions and abilities of all people and facilitates innovative thinking. At Peel Region, people come first. Each employee has an important role within our community and when we work together, it’s impactful. We encourage you to join us in delivering essential services and programs to our diverse community. You won’t find a better opportunity than Peel Region.
Additional Information:
Peel Region 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.
Peel Region 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, Peel Region 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.
