Job Description

As the Billing Representative you will respond to customer inquiries and accept account information related to billing of utility charges within the Utility Billing Centre.

As the

Clerk B - Billing Representative

you will:


Respond to customer inquiries and concerns in a courteous and positive manner, verbally and in writing, by: + Determining and clarifying the nature of calls/emails and what action is required
+ Resolving situations at the initial point of contact, if possible
+ Explaining departmental policy and procedures in detail (including rationale)
+ Searching accounts and explaining billings and adjustments
+ Taking applications and cancellations for service
+ Obtaining and entering meter readings into the Customer Care and Billing System and calculating consumption to determine normal usage
+ Exploring reasons for higher or lower than normal water consumption
+ Calculating and explaining consumption/cost difference between estimated bills and customer provided meter readings
+ Arranging acceptable payment when customers are unable to pay by the billing due date
+ Determining the need for meter inspections and scheduling appointments
+ Initiating customer service requests through work management system
+ Initiating outbound contact with customers to provide courtesy information
Perform account research, as required.

Perform other related duties consistent with the classification, as required.

Your education and qualifications include:

High School graduation or an equivalent combination of training and experience.

Demonstrated ability to communicate with customers in a courteous and positive manner, at times under stressful conditions. Demonstrated ability to multi-task, by simultaneously performing functions such as active listening, navigating applications and entering detailed notes.

Demonstrated ability to establish and maintain positive working relationships with employees at all levels of the organization, external contacts, the public, and work as part of a team with colleagues and supervisors in accordance with the Respectful Workplace Standard.

Demonstrated ability to accurately reconcile accounts and perform detailed calculations.

Demonstrated ability to communicate effectively both verbally and in writing. Ability to communicate in French at an intermediate level is considered an asset.

Demonstrated ability to operate a personal computer in a Windows environment.

Ability to navigate and input data accurately using various applications, such as the billing system, telephony system, and work management system.

Demonstrated ability to gather and analyze pertinent information to problem solve and exercise sound judgment when determining appropriate action while adhering to process, by-laws and legislation.

Ability to consistently handle a minimum number of transactions per assigned interaction type, such as inbound calls, emails and outbound calls.

Conditions of employment:

The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.

* A Police Information Check satisfactory to the employer will be required from the successful candidate, at their expense.