About the role

Utility Billing Representative supporting Peel Region’s water and wastewater services. Resolving customer inquiries, processing billing adjustments, and maintaining accurate utility accounts in a hybrid Brampton role.

Responsibilities

Provide customer support for utility billing issues in a fast-paced call centre environment
Produce timely and accurate water bills and written customer correspondence
Engage with utility customers using the Five9 softphone system to resolve inquiries
Process change-of-ownership information and tenant information in the billing software
Interact with law firms to resolve conflicting information and closing problems
Respond to utility billing correspondence and issues received through the BillingOps inbox
Work on the annual Monthly/Quarterly transfer procedure and ensure bills and letters are issued promptly
Prepare monthly correspondence and email tracking reports
Calculate billing adjustments, enter them into the billing software, and prepare approval memos and client correspondence
Exchange and verify data with City Plumbing Departments, customers, and other sources when wastewater classification is uncertain
Reclassify accounts affected by sewer conversions or connections and notify customers
Process final readings, prorated reads, and final error corrections
Approve and process refunds, billing adjustments, and penalty waivers within delegated authority
Process returned bills and reissue them to new locations
Monitor quality assurance reports, identify inconsistencies, and resolve problems
Demonstrate commitment to diversity, equity, and inclusion

Three (3) years of relevant office experience in a fast-paced customer service/call centre Utility Billing environment
Equivalent combination of education and/or experience may be considered
Experience in a high call volume call centre environment
Superior customer service skills, effective communication, and timely problem solving
Strong judgment, tact, and diplomacy for handling difficult clients
Organized, able to multitask, prioritize, and process a high-volume workload
Proficient computer skills, including Word, Outlook, and Excel
Strong accounting and math skills with ability to analyze data and provide conclusions
Experience using a computerized billing system; utility-based system experience is an asset
Exposure to Customer Care & Billing System and Five9 is an asset
Satisfactory Level 1 Criminal Record Check obtained directly from a police station; third-party background checks are not accepted

Comprehensive Health, Dental, and Vision plan, including psychological health coverage, starting on the first day
OMERS Pension Plan
3 weeks of vacation per year
3 paid personal days and floating holidays
Flexible hours
Annual performance reviews with merit increases
Supportive, respectful and inclusive workplace culture
Hybrid work arrangement with employee flexibility
Accommodation throughout the recruitment process
Accessible formats and communication supports