Customer Service

**JOB TITLE: SENIOR CLERK - CUSTOMER SERVICE / BILLING**

**WHO WE ARE**
Milton Hydro is on the threshold of an exciting transformation. The energy sector is experiencing dynamic change and opening doors for exciting new career opportunities.

Milton Hydro’s Vision is progressive and forward-looking - creating new customer and community possibilities for a smart, sustainable and electrified future. Our focus is on being customer-centric, where all employees work towards enhancing the customer experience.

**WHY YOU WANT TO WORK HERE**
We care about our employees, our community and growing our businesses. You are not just a number as we get to know the person behind the name and appreciate each individual’s unique contribution that support our successes.

Our focus is on delivering a sustainable, electrified future for our customers and community, through collaborative leadership and innovative solutions. Our belief system is based on respect, teamwork, communication and excellence in everything we do.

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This position is responsible for interacting with customers, in-person, over the phone or through written correspondence, regarding their electricity and water bills. Customer inquiries include but are not limited the following: high bill complaints, billing inquiries, customer moves, collection of overdue accounts, payment arrangements, power outages, water. Duties are performed on a rotational basis including rotation into the billing department.

**CUSTOMER SERVICE DUTIES**
- Work within company values and policy at all times
- Respond to customer inquiries
- Liaise with Engineering/Operations regarding upgrades, tree trimming, part power etc.
- Process payments (cash/cheque) at the office
- Greet guests and ensure they are escorted to the correct employee
- Schedule service orders and coordinating their completion
- Obtain and update account information from customers
- Ensure conditions of service are fulfilled; collect deposits; commercial contracts
- Assist the billing department with functions (e.g. finals) as required;
- Phone queue coverage, as required
- Use call handler software to deal with outages
- Identify opportunities to improve the business processes and advise supervisor of risks with business processes
- Other duties as required

**BILLING DUTIES**
- Make changes to customer accounts; confirm timing with billing schedule for all changes; assess readings and make hydro and water meter changes; set up new water meters; make billing code, category changes and meter point changes.
- Set up accounts for new services (with exception of new subdivision residential accounts); extract information from forms, verify and record all billing and metering information; plot/verify location in route for meter reading.
- Prepare and transfer files for meter readers; once meter reading is complete, transfer back files and reports; print reports; complete verification, editing, and estimation (VEE) process; and make any final changes necessary for billing; calculate through post including Invoice Settlement. (currently mailing of bills and post office paperwork is included in customer service positions.)
- Address billing inquiries of Region and customers; prepare requests for meter maintenance as required; investigate billing discrepancies and initiate corrective procedures e.g. back-billing.
- Make corrections for billing errors (cancel, correct and re-bill or adjust account).
- Switchboard coverage, as required.
- Assist Customer Service as required.

**SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED**
- Business Education background; experience working in a service environment; hydro billing experience and knowledge of rates is preferred
- Strong communicator, excellent interpersonal and customer relations skills
- Must be analytical and detail oriented with a strong mathematical aptitude; and able to work independently
- Excellent organization, interpersonal, problem solving and time management skills
- Ability to multitask in a fast-paced environment
- Proficient with Microsoft office, specifically Word and Excel; proficient with spreadsheets
- Accounting knowledge would be an asset

**EDUCATION**
- High School Diploma or equivalent; business education background preferred
- Post-secondary education is an asset

**APPLY TODAY**

The rate of pay will be as a **SENIOR CLERK** in Schedule B of the Collective Agreement.