Utility Billing Representative

**Job Description**:
**Utility Billing Representative**

**Public Works - Operations Support**

**One Long Term Contract, Full-Time Position, Duration; 13 months**

**Compensation: $54,969 - $68,713 per annum plus benefits**

**Work mode**: Hybrid

**Location**:2 Copper Road, Brampton

**Hours of work: 35 hours of work per week: Monday - Friday 8:30 am to 4:30 pm**

Reporting to the Supervisor in Billing Operations you will provide customer support service with respect to utility billing issues in a fast paced call centre environment. The Utility Billing Representative assesses and completes all duties involved with producing a timely accurate water bill, in addition to written correspondence to customers.

**_
What you will do in this role_**_:_**
- Engage with utility customers using the Five9 softphone system to address and resolve customer inquiries.
- Accurately process change of ownership information into billing software.
- Interact with law firms to resolve conflicting information received or closing problem issues.
- Accurately process and input all relevant tenant information.
- Answer and address all utility billing related written correspondence or issues received through the BillingOps inbox.
- Work on yearly project for the Monthly/Quarterly transfer procedure, ensuring appropriate bills and letters go out to customers in a timely manner.
- Calculate billing adjustments for problem accounts, enter into billing software, and prepare appropriate approval memos and client correspondence while keeping the management team appraised of the accounts in question.
- Exchange, provide or seek data or information from the various City Plumbing Departments or any other source such as a customer when the wastewater class is in doubt.
- Re-classify accounts where new sewer conversions or connections affect the classification of what percentage of waste water based on water usage the customer will be billed and notify the customers with a letter accordingly.
- Approve and accurately process refunds, billing adjustments or waiving of penalties as per authority level
- Process all returned bills and re-issue to appropriate new locations
- Input any relevant client information into utility billing system as required
- Monitor the quality assurance reports for inconsistencies or problems and then resolve
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias

**_ What the role requires_**_:_**
- Three (3) years of relevant office experience in a fast-paced customer service/call centre Utility Billing environment. An equivalent combination of education and/or experience may be considered.
- Must have experience within a high call volume call centre environment
- Superior customer service skills, displaying effective communication and timely problem solving.
- Strong judgment, tact, and diplomacy to handle difficult clients.
- Organized, with the ability to multi-tasking, prioritize and process a high volume workload.
- Proficient computer skills including Word, Outlook and Excel.
- Strong accounting and math skills with abilities to analyze data and provide conclusions.
- Experience using a computerized billing system, a utility-based system would be considered an asset.
- Exposure to Customer Care & Billing System as well as Five9 would be considered an asset.
- Comprehensive Health, Dental, Vision benefit plan including psychological health
- Automatic enrolment into OMERS pension plan
- Annual performance review and merit increases based on performance
- Supportive leadership and a culture of respect and inclusion

**Work Mode & Job Location**:In this role, you'll enjoy the flexibility of a hybrid work arrangement. This means you'll have the ability to work off-site and on-site as needed, depending on operational needs at the 2 Copper Road, Brampton worksite. The frequency of on-site work may vary from week to week, depending on operational demands, which can evolve over time.

It's important to note that your hybrid work location must be within the province of Ontario. This ensures that we're compliant with all regulations and policies.

**Hours of Work: 35 hours of work per week: Monday - Friday 8:30 am to 4:30 pm**

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

**At Peel Region, we value being open and transparent with our community. Peel Region will not be dissolved. The Ontario government has updated legislation to recalibrate the scope of the Transition Board to seek recommendations on land use planning, water & wastewater, regional roads, and waste management. Peel remains committed to providing uninterrupted services to our residents and businesses through the review. Skilled and qualified professionals are and will be needed to deliver services to the Peel community regardless of the governance model. For information about our transition and how we continue d