Utility Billing Coordinator

2 weeks ago

Brampton, Canada Regional Municipality of Peel Full time

**Job Description**:
**Utility Billing Coordinator (Team Lead)**

**Public Works - Operations Support**

**Contract Full-time; 24 Months**

**Pay Band: $67,583 - $84,481 per annum**

Reporting into the Billing Operations Supervisor the Coordinator will act as a team lead responsible for allocating daily work to staff, training, service level development and monitoring and identifying areas for improvement for gaining efficiency and effectiveness.

As an expert they will be responsible for handling escalated inquiries in a Tier-II Call Centre environment. The incumbent will also work closely with other internal and external stake holders to ensure consistent workflow and timely resolution of customer’s billing issues.

**_
Responsibilities_**:

- Trains, mentors and monitors Representative Utility Billing Staff in a Call Centre environment.
- Monitors and ensures staff adheres to telephone expectations and call definitions for customer service to ensure Departmental Service Level is met.
- Provides ongoing training and coaching to staff.
- Maintains up-to-date records of daily telephone calls and other service indicators using Avaya call monitoring system.
- Ensures workload is covered and assigned appropriately to achieve a balanced workload.
- Continued touch bases with CSRs on a regular basis to ensure consistent and clear understanding.
- Provides direction to CSRs by allocating work, assigning tasks or providing guidance to ensure the most effective utilization of staff time.
- Provides input to staff’s performance reviews.
- Responds to escalated customer inquiries on the telephone from a very busy Call Centre and resolves problems regarding all aspects of the water and waste water bill process with mínimal guidance.
- Ensures consistent adherence to regional policy, by-law and procedures.
- Approves and processes billing adjustments or waiving of penalties as per authority level.
- Provides information or advice within the guidelines of an established by-law program or project to improve current policies and procedures that affect billing programs and public perception.
- Other duties as assigned.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias

**_ Qualifications_**
**_:_**
- Post-Secondary education in a related program plus a minimum of 1 year experience in a busy Call Centre environment or an equivalent combination of experience and education.
- Expertise in Utility Billing. Demonstration of knowledge and experience in the following areas: utility billing operations, policy and programs.
- Proven ability to handle escalated customer inquires in a tactful manner while delivering an excellent customer service meeting regional standards.
- Proven leadership, negotiation, strong judgement and problem-solving skills are key to success in this role.
- A well developed understanding of a billing system.
- Requires developed communication skills. Proficiency required in Internet and MS Office. (Word, Excel, Outlook)
- Excellent Customer service and communication skills - both written and verbal
- Ability to deal with shifting/changing priorities
- Superior time management and organizational abilities
- Ability to work independently and as part of a team
- Experience in Oracle Customer Care & Billing and Five9 systems are considered an asset

**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***:35 hours per week

**Interview**: Our recruitment process will be completed with video conference technology.

**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.**

**New employees are required to be fully vaccinated against COVID-19 as a condition of employment. Being fully vaccinated is determined as the status of having received the full series of approved vaccines (both doses of a two dose vaccine series, one dose of a single dose vaccine series) and any additional doses required and approved by Health Canada and having satisfied the full post vaccination period required to ensure vaccination efficacy. The Region of Peel reserves the right to request proof of vaccination at any time. Acceptable proof includes an Ontario Ministry of Health COVID-19 vaccine receipt which you can obtain through the Provincial portal**
**, or other government-issued vaccine passport or certification.**

**_Human Right

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