At EnerCare, we believe that intelligent energy solutions can benefit everyone. Our energy products, services and conservation programs combine the best practices in the industry with comprehensive programs, flawlessly delivered.
Our Home Solutions and Sub-metering Solutions allow us to work together with homeowners, property managers, multi-residential building owners, developers, condominium boards and residents to help save energy, save money and save the planet.
Job Title: Billing Clerk – Temporary
Reporting To: Manager, Billing Operations
Location: Markham, ON
File Number: A293
Rate of Pay: Range 2 as per Collective Agreement
Closing Date: November 10, 2014
The primary responsibility of this temporary position is ensuring the correct billing of EnerCare Home Services products and services as well as correcting errors within the billing system and making corrections to customer accounts.
Ensure the correct and timely billing of products and services by managing enrollment and billing exceptions within the systems to the defined levels of service
Completing enrollments and correct errors/exceptions to ensure revenue assurance of unbilled accounts
Complete manual move in and move out activities for EnerCare customers according to key performance indicators
Responsible for correcting customer billing issues in an accurate and timely fashion
Completing customer reimbursements for various billing problems with 24 hours from initiation
Ensure Priority Billing queue is worked to solve complex customer issues and provide responses to customer inquiries at the predetermined levels of performance of the Billing department
Correcting errors and assisting in identifying and resolving system generated issues, meeting all service levels as defined
Resolve high level escalations and customer issues according to the quality standards defined by departmental targets
Complete accurate quoting and processing of buyouts for rental products on demand
Ensure liens, lease of chattels and postponement discharges have been completed within a 24 hour service level
Create manual customer invoices on request within a 24 hour time frame
Place outbound calls to customers in an effort to understand and resolve complex billing related issues as required
Responsible for answering inbound telephone inquiries from customers, internal employee’s and other business partners to assist explaining account details and resolving issues with zero abandonment rate, 90% quality rate, and AHT per departmental targets
Work with 3rd party bill providers to resolve customer billing discrepancies as required
Provide support to Call Centre and various support groups to help resolve customer issues on demand
Undertake special projects and assignments as required by management
Assist with filing of documents and other ad hoc clerical duties
Act as a courteous and friendly central point of contact for both internal and external customers.
Achieve defined productivity and performance measures on a consistent basis
Undertake special projects and assignments as assigned
Ability to provide reporting and data analysis as requested by management
Other duties as assigned by management
Must have recent experience in billing including the identification and resolution of customer issues as well as the management of billing exceptions
Strong customer focus with excellent interpersonal, computer, and telephone skills
Must have strong organizational & interpersonal qualities
Ability to concurrently use various computer systems in conjunction with taking incoming calls from both business partners and customers directly.
Ability to effectively resolve customer complaints and communicate resolution to the satisfaction of both the customer and the company
Must be capable of working well under pressure and understanding various business processes in relation to different products and services offered
Must be extremely flexible to handle the different scenarios that can arise in dealing with customer billing issues and make the appropriate decisions accordingly
Ability to maintain focus and work in a fast-paced, pressure filled team environment
Grade 12 completion
Post-Secondary education is an asset
Ability to work independently with minimal supervision.
This position applies to UNIFOR Local 975
Career Level: Entry Level
Industry: Energy , Oil and Utilities
Job Function: Administrative and Clerical