Clerk B

2 weeks ago


Winnipeg, Manitoba, Canada City of Winnipeg Full time

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:
  • 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
  • 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 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.
  • Demonstrated ability to operate a personal computer in a Windows environment.
  • Ability to navigate and input data accurately using various systems, such as CCB (billing system), Customer Interaction Centre (telephony) and WAM (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, bylaws and legislation.
  • Ability to learn general working knowledge of the Water and Waste Department in a reasonable period of time.
  • Must have demonstrated acceptable attendance record in accordance with the Attendance Management Policy and past work performance as it relates to this position.

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.

CORE COMPETENCIES for ALL
EMPLOYEES OF THE CITY OF WINNIPEG:

  • Citizen & Customer Focus
  • Respecting Diversity
  • Ethics and Values
  • Integrity and Trust
  • Results Oriented

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