As the Billing Representative you will respond to customer inquiries and accept account information related to billing of utility charges within the Utility Billing Centre.

As the Clerk B – Billing Representative you will:

• Respond to customer inquiries and concerns in a courteous and positive manner, verbally and in writing, by:
• Determining and clarifying the nature of calls/emails and what action is required
• Resolving situations at the initial point of contact, if possible
• Explaining departmental policy and procedures in detail (including rationale)
• Searching accounts and explaining billings and adjustments
• Taking applications and cancellations for service
• Obtaining and entering meter readings into the Customer Care and Billing System and calculating consumption to determine normal usage
• Exploring reasons for higher or lower than normal water consumption
• Calculating and explaining consumption/cost difference between estimated bills and customer provided meter readings
• Arranging acceptable payment when customers are unable to pay by the billing due date
• Determining the need for meter inspections and scheduling appointments
• Initiating customer service requests through work management system
• Initiating outbound contact with customers to provide courtesy information
• Perform account research, as required.
• Perform other related duties consistent with the classification, as required.

YOUR EDUCATION AND QUALIFICATIONS INCLUDE:

• High School graduation or an equivalent combination of training and experience.
• Demonstrated ability to communicate with customers in a courteous and positive manner, at times under stressful conditions.
• Demonstrated ability to multi-task, by simultaneously performing functions such as active listening, navigating applications and entering detailed notes.
• Demonstrated ability to establish and maintain positive working relationships with employees at all levels of the organization, external contacts, the public, and work as part of a team with colleagues and supervisors in accordance with the Respectful Workplace Standard.
• Demonstrated ability to accurately reconcile accounts and perform detailed calculations.
• Demonstrated ability to communicate effectively both verbally and in writing. Ability to communicate in French at an intermediate level is considered an asset.
• Demonstrated ability to operate a personal computer in a Windows environment.
• Ability to navigate and input data accurately using various applications, such as the billing system, telephony system, and work management system.
• Demonstrated ability to gather and analyze pertinent information to problem solve and exercise sound judgment when determining appropriate action while adhering to process, by-laws and legislation.
• Ability to consistently handle a minimum number of transactions per assigned interaction type, such as inbound calls, emails and outbound calls.

Please refer the Job description for details