Utility Billing Representative (Customer Service Call Centre)

Public Works - Operations Support

Contract Full-Time; 13 Months

Pay Band: $51,815 - $64,770

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.
• Prepare monthly correspondence and email tracking reports.
• 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.
• Process final readings into the billing application and accurately calculate all prorated reads or final error corrections, as well as:
  • 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 (effective start date)
• Automatic enrolment into OMERS pension plan (where applicable)
• Accrue Vacation on a monthly basis (where applicable) up to 3 weeks per annum
• 3 Paid personal days and floating holidays
• Annual performance review and merit increases based on performance (
• Supportive leadership and a culture of respect and inclusion

Location: In this role you will have the ability to work remotely and attend on-site when required based on operational requirements at 2 Copper Road. The frequency of on-site activities may vary on a weekly basis and based on operational requirements. Your remote work location must be located within the province of Ontario.

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

The Region of Peel serves more than 1.4 million residents and approximately 173,000 businesses in Brampton, Caledon and Mississauga. We deliver a wide range of resident focused services across the Region.

Our 20-year vision for Peel is “Community for Life.” Our goal is to create a place where everyone enjoys a sense of belonging and has access to the services and opportunities needed to thrive in each stage of their lives. Our 2015-2035 Strategic Plan outlines the work we're focused on to bring this vision to life.

To learn more about the Region of Peel, explore peelregion.ca.