Utility Billing Representative

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

**Public Works - Operations Support**

**1 Contract Part-Time Position, Duration: 18 months**

**Compensation: $56,618 - $70,774 per annum plus benefits**

**Work mode**: Hybrid* _see below for details_

**Location**:2 Copper Road, Brampton

**Hours of work: 22.5 hours of work per week: Monday - Friday 12:00 pm 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
- Voluntary enrolment into OMERS pension plan
- Accrue Vacation on a monthly basis starting at 3 weeks per annum
- 3 Paid personal days and floating holidays
- Flexible hours supporting your wellness and wellbeing
- Annual performance review and merit increases based on performance
- Supportive leadership and a culture of respect and inclusion
- Access to learning and development resources

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.

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

About Us:
Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon. Peel Region delivers essential services to more than 1.5 million residents and approximately 200,000 businesses.

We’re working to create a community that is safe, inclusive, and accessible. A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.

Our workforce is 6,700 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support.

Recognized by Canada's Healthy Workplace Month® with the **_Great E