Enercare

Billing Operations Specialist

Markham, ON

Full-time, Fixed term contract

About This Job

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Role: Billing Operations Specialist

Status: Full Time, 18 Month Contract

Reports to: Manager, Billing Operations

Location: Markham

Accountabilities:

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Taking lead on daily activities related to Payment Application, WF monitoring, inbox management and ensuring refunds and payment processes are working as expected

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Investigate and resolve customer escalations for Zoura billed accounts and payment research inquiries, ensuring a high degree of customer focus

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Investigation into payment exceptions to ensure payment applied to correct account

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Processing and analysis of payment files to ensure accuracy of posting and adherence to payment

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Monitor and take action on customer inquiries for payment research and pre-authorized payment enrollments

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Assist in projects related to improvement current payment solutions

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Assist in projects related to process enhancements for Enercare

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Work closely with Revenue Assurance Analysts and Manager of Revenue Assurance

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Create and update all process documentation for accountabilities under this role

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Cross training on Billing Operations tasks including running billing and managing inboxes with a focus on Workflow monitoring

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Prepare, validate and execute Batch processing files, Payment and Rate Change processes

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File Transfer Management between internal and external vendors

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Resolve exceptions by identifying root cause, implementing solutions and fixing customer accounts

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Conduct account research and support for Billing & Collections, which includes research in various systems and requests from various functions across the organization

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Prepare, validate and execute any bill messaging, letters or inserts required in regular or ad hoc situations

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Supporting other departments to achieve production service levels and any on-going project objectives

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Any other duties or initiatives required to maintain or enhance service levels

Qualifications:

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Ability to perform sound credit counseling advice and assertive collection techniques.

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Excellent customer service orientation and strong communication skills.

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Strong problem-solving skills.

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Detail oriented

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Ability to work in a fast-paced environment.

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Computer skills; Strong Excel, Access, Word, PowerPoint are essential.

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Preparation of training manuals and training

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Minimum three years of experience in an operational environment, process improvement, financial analysis or other roles that focus on root cause analysis, development and implementation of controls and procedures

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Self-starter with strong interpersonal and conflict resolution skills

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Ability to quickly form relationships and interact effectively in a complex environment

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Strong desire to understand operations and root causes of issues

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Strong organizational and time-management skills with ability to multi-task and work under tight timelines

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Ability to understand financial impacts and back-end banking environments

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Ability to prioritize deliverables and work with various people in all levels including customers to achieve personal and team objectives with the flexibility to adapt to changing priorities

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Extensive experience handling multiple billing systems and exceptions management

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

Billing Operations Specialist

About This Job

Qualifications:

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