Clerk A - Billing Representative

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

The Customer Engagement and Strategic Services Division employs both English and bilingual (French) employees. We welcome applications from both English speaking and bilingual applicants.

As the Clerk A – Billing Representative, you will:

Respond to customer inquiries and concerns, through phone interactions, in a courteous and positive manner, by:
Determining and clarifying the nature of calls 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.
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.
Determining the need for meter inspections and scheduling appointments.
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 calculate consumption difference between meter readings.
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 verbally communicate effectively in English. Ability to communicate in French would be an asset.
Demonstrated ability to operate a personal computer in a Windows environment.
Ability to navigate and input data accurately using the billing system.
Ability to consistently handle a minimum number of phone transactions.
Conditions of employment:

The successful candidate must maintain legal eligibility to work in Canada. If the successful candidate possesses a work permit, it is their responsibility to ensure the permit remains valid.
A Police Information Check satisfactory to the employer will be required from the successful candidate, at their expense.