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Billing and Customer Service Supervisor
3 months ago
JOB VACANCY
Billing and Customer Service Supervisor
JOB DESCRIPTION:
Lakefront Utility Services Inc. (LUSI) is currently searching for a highly motivated, results-oriented individual for the position of
Billing and Customer Service Supervisor.
Reporting to the Vice President Regulatory and Finance, this position will have operational oversight for Billing, Accounts Receivable and Customer Service aspects, with an integral, leading role in ensuring the efficient and effective operation of our billing processes and delivering exceptional customer service to our valued clients.
At Lakefront, we prioritize career development, maintain safe and healthy workplaces, and promote work-life balance, enabling employees to excel and contribute to their communities.
RESPONSIBILITIES INCLUDE:
- Oversee the billing area and ensure accurate and timely preparation and delivery of invoices to customers.
- Monitor billing activities to minimize discrepancies and resolve any billingrelated issues promptly.
- Provide guidance and support on billing disputes and/or adjustments.
- Guides employee actions by researching, developing, creating, and updating billing processes, procedures, methods, and guidelines while collaborating with all stakeholders.
- Implementing quality and customer service standards, resolving problems, and identifying system improvements.
- Lead the customer service team to provide exceptional customer support, efficiently addressing inquiries and resolving complaints.
- Establish customer service standards and ensure they are met consistently.
- Conduct regular training sessions to enhance the team's knowledge and customer service skills.
- Collects accounts escalated by customer service representatives, investigating circumstances, and resolving conflicts.
- Monthly analysis, preparation, and submissions of supporting documentation for all filings with the OEB, IESO, Minister of Energy and other regulatory bodies as prescribed, within tight deadlines.
- Recruit, train, and mentor team members, fostering a positive and collaborative work environment.
- Set performance goals, conduct regular performance evaluations, and provide constructive feedback to team members.
- Handle employee relations matters and address any conflicts professionally.
- Design and implement work schedules that optimize employees' time and skills.
- Address customer inquiries, and provide policy interpretation, administrative advice and guidance to staff.
- Coordinate with other departments to accomplish common objectives, compile needed documentation, reporting, and new implementations.
- Continuously review and refine billing and customer service processes to enhance efficiency and accuracy.
- Implement new tools and technologies to streamline operations and improve customer experience.
- Collaborate with crossfunctional teams to identify areas for improvement and implement best practices.
- Ensure billing rates are aligned and tested for accuracy with the regulator's decision and order and bylaws.
- Coordinate with Operations department related to annual audit of residential and commercial meters.
- Other projects and duties as may be assigned.
QUALIFICATIONS:
- Minimum 3 years of postsecondary education in a Business Administration and/or Finance/Accounting field, experience in data analytics, billing, customer service, accounting, or a combination of relevant education, training, and experience.
- A strong technical background and willingness to think outside the box and propose novel solutions to complex technical problems.
- Utility and Harris CIS software experience is considered a definite asset.
- Ability to make accurate and timely decisions under demanding conditions.
- The ability to problem solve, adapt, effectively multitask and handle conflicting priorities
- Strong mathematical and analytical skills.
- Excellent verbal and written communication skills for effective presentations.
- Outstanding interpersonal skills to engage and communicate with internal and external stakeholders.
- Strong attention to detail and ability to work under pressure.
