Customer Service Representative

Description Highlights of the jobThis is an exciting opportunity to join EPCOR and make a real impact by supporting customers and supporting the EPCOR Electricity Distribution Ontario(EEDO) while ensuring compliance with Ontario Electricity Board (OEB) regulations.You will be playing a key role in managing aged receivables, resolving outstanding balances, and delivering exceptional customer experiences for EEDO customers. What you’d be responsible forReporting to theManager, Customer Operations, and collaborating withother customer service, billing and credit and collections representatives, your responsibilities include (but are not limited to):Providing exceptional customer service, responding to inquiries about accounts, policies, rates, final billings, security deposits, and payment discrepancies, while redirecting calls as needed.Using the Customer Information System (CIS) to edit and distribute disconnect notices and 48-hour disconnection orders, negotiating and monitoring payment arrangements, and escalating concerns to management.Communicating with external agencies such as social services, landlords, collection authorities, and other utilities to assist with arrears collection.Reviewing aged receivables, processing notices, establishing and monitoring payment schedules or arrangements, updating CIS status, maintaining write-off journals, recommending account write-offs to management and preparing documentation for agencies and departments. Preparing bankruptcy documentation and managing water and sewer arrears.Directing meter reading personnel for disconnection/reconnection of services and providing up-to-date reports and service order completion. Handling payments, balancing cash drawers, issuing receipts, processing returned payments, and reconciling entries.Maintaining accurate customer accounts, including address and information changes. Working in compliance with the Occupational Health and Safety Act, WHMIS, and EPCOR policies and guidelines. Providing back-up support to theBilling team, and other departments, as needed to meet departmental or corporate objectives.What’s required to be successful2- year post-secondary Diplomain business administration or related field.2+ years of administrative experience, ideally in electricity, energy, or utility sectors. Working knowledge of corporate collection policies, utility billing procedures, and utility software applicationsProficiency in Microsoft Office (Word and Excel) and ability to operate standard office equipmentto acquire, process and disseminate information.Excellent interpersonal and communication skills, with the ability to handle difficult and emotional situations professionally. Strong work ethic and professionalism, with attention to detail and accuracy. Knowledge of Harris software (an asset).Other important facts about this jobJurisdiction: PWU 1000Class: 1713Wage: Starting at $23.89 per hour (Final Wage and Step will be determined at the time of selection and is based on a combination of factors as outlined in the Collective Agreement that may be found online.Hours of Work: 80 hours bi-weeklyVacancy: This posting is for an existing position at EPCOR, created to backfill a retiring employee. The position is not being held for future hires.Use of AI: Our recruitment process may use technologyassisted tools, including artificial intelligence, to support application screening and certain assessment steps. All recruitment activities, including hiring decisions, are led by our hiring managers and talent acquisition team.Application deadline: Due to business operational needs, this position may close any time after January 15, 2026. We will be reviewing applications, conducting pre-screening and booking interviews throughout the duration of the posting. We wish to thank all that have applied for your interest; however, only those candidates proceeding will be contacted (via email and/or phone).