Specialty Customer Care Billing Analyst

at  Enbridge

Posting End Date:
April 03, 2024
Employee Type:
Regular-Full time
Union/Non:
This is a non-union position
Enbridge Gas Inc. is a Customer Centric organization, and the Customer Care team is at the heart of it. Our organizational culture is driven by the needs of our customers. We strive to continuously focus on improving processes and simplify the customer experience.
Are you looking to join a dynamic team within Customer Care where you can demonstrate strong customer service skills, account resolution, coaching and support to billing agents?
As a Specialty Customer Billing Analyst at Enbridge, you will be a key member of a team dedicated to providing impeccable customer service and support to our customers. You will work under the supervision of the Specialized Customer Billing Team Lead and bring your expertise in coaching, escalation and specialized account resolution, analyzing data and participate as a subject matter expert supporting Customer Care.
Note: There are 3 vacancies for this role. Internally this role is referred to as Specialty Billing Analyst.

What You Will Do:

• Analyze and resolve customer billing issues, account inquiries and support other Customer Care departments through customer outreach as required.
• Be empowered to bring account resolution to customers through the escalation process, providing exceptional customer service while balancing the customer and company’s best interests.
• Single point of contact for builders and marketers.
• Communicating with customers directly over a variety of channels
• Handling unique billing related requests.
• Participate and support employee training, as required.
• Formulate recommendations for business initiatives impacting Customer Care through system and process enhancements.
• Conduct and prepare analyses and reporting to understand customer trends.
• Complete other tasks to support Customer Care, as assigned.

Who You Are:

You will have the following education and experience:

• Post-secondary degree in a related field OR a combination of education, continuous training and experience will be considered.
• Demonstrate a strong focus on customer service, with a minimum of 5 years’ experience is preferred.
• Strong analytical and decision-making skills.
• Excellent written and oral communicator with a strong focus on customer experience.
• Excellent organizational skills.
• Proficiency in Microsoft Office Suite (Excel, Teams, Word, PowerPoint, Outlook, etc.).
• Demonstrate initiative, excellent interpersonal skills, and ability to work with minimum supervision.

The following would be an asset:

• Knowledge of current Customer Care processes and systems will be considered an asset.

Working Conditions:

• Limited travel(5%) to other offices across Ontario as required.

Flex-Work:
Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our employees. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start and end time, to opt for a compressed workweek schedule, and the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option or combination of options. #LI-Hybrid #joinourteam
Diversity and inclusion are important to us. Enbridge is an
Equal Opportunity and Affirmative Action Employer
. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting
careers@enbridge.com
.

Information For Applicants:

• Applications can be submitted via our online recruiting system only.
• We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.
• Final candidates for this position may be required to undergo a security screening, including a criminal records check.

• Analyze and resolve customer billing issues, account inquiries and support other Customer Care departments through customer outreach as required.
• Be empowered to bring account resolution to customers through the escalation process, providing exceptional customer service while balancing the customer and company’s best interests.
• Single point of contact for builders and marketers.
• Communicating with customers directly over a variety of channels
• Handling unique billing related requests.
• Participate and support employee training, as required.
• Formulate recommendations for business initiatives impacting Customer Care through system and process enhancements.
• Conduct and prepare analyses and reporting to understand customer trends.
• Complete other tasks to support Customer Care, as assigned