Senior Customer Billing Clerk

Company Biography

As Ontario's only multi-utility provider, we offer a comprehensive range of services, including water, wastewater, natural gas, electricity, and telecommunications - all under one roof. This integrated approach empowers us to deliver innovative solutions, exceptional customer service, and operational efficiencies that set us apart in the industry.

With over 150 years of commitment to the Kingston community, we work every day to provide the safe, reliable utility services our customers rely on. Our efforts go beyond keeping the lights on and the water flowing. We’re driving progress through projects that create lasting, positive change. At the heart of everything we do is our vision to advance our unique utility model to benefit our customers and build better communities.

At Utilities Kingston, we believe that strong communities are built by strong teams. By joining us, you'll be part of a collaborative and dynamic environment where your skills and ideas will contribute to enhancing safety, driving reliability, and building a resilient future for our community.

Primary Duties

Position Summary:

The Senior Customer Billing Clerk processes and issues accurate and timely multi-utility bills to Utilities Kingston’ customers. The individual is responsible for maintaining customer accounts, responding to customer queries and concerns and providing recommendations to management to resolve escalated or complex billing issues.

Please note there are up to two positions posted.

Key Responsibilities:

Process and issue monthly account billings for utilities and appliance rentals on behalf of Kingston Hydro and the City of Kingston.

Communicate with customers using various mediums regarding their accounts and ensure up-to-date CIS records of accounts, adjustments and other relevant information.

Provide guidance to Customer Billing Clerks as necessary for resolution of complex billing issues.

Provide data and recommendations to assist management in the resolution of escalated billing issues.

Act as the primary Customer Billing Clerk involved in CIS and other business systems implementations and upgrades

Develop and execute testing scenarios to ensure that updates to the CIS/business systems perform as expected to ensure rate component pricing and bill presentment accuracy.

Test changes to business systems to determine potential impacts to system functions and the billing process.

Analyze exception queues and billing exception reports for errors on accounts and resolve identified issues.

Identify opportunities to streamline billing processes, improve efficiency, enhance customer satisfaction and increase billing accuracy.

Investigate, troubleshoot and resolve customer usage issues.

Collect and record all required documentation required for regulatory compliance and to meet customer needs.

Ensure work is completed in compliance with safety policies, procedures, regulations and maintain a safe working environment.

Education, Certification and Other Qualifications Required

Knowledge, Skills & Abilities:

Advanced CIS skills

Advanced ability to problem solve and use critical thinking skills

Advanced ability to collaborate and work independently

Advance time management, prioritization and attention to detail

Intermediate skill with MS 365

Intermediate knowledge of MDM/R and MDM to allow for billing corrections and problem resolution

Intermediate proficiency with various business applications utilized by Utilities Kingston

Intermediate knowledge of billing related regulations and Utilities Kingston Terms and Conditions

Basic knowledge of Occupational Health and Safety requirements as it relates to individual, organizational and operational requirements

Qualifications:

Post-secondary diploma in business or related field

4+ years' experience in a billing role or demonstrated equivalent combination of education, skills, necessary knowledge and experience

Previous experience using accounting software

Class G license

Special Working Conditions/Conditions of Employment

This position is located in Kingston, Ontario, with work completed on-site

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the incumbent. The incumbent may be asked to perform other duties which may be assigned from time to time.

Closing Statement

Your resume and/or cover letter must clearly demonstrate how you meet the requirements of the position.

Accessibility Statement

Appropriate accommodations will be provided as required by the Accessibility for Ontarians with Disabilities Act (AODA) upon request.

Employment Equity

Utilities Kingston is committed to employment equity and we encourage applications from all designated group members. Our goal is a diverse, inclusive workforce that reflects the Kingston community.

Utilities Kingston thanks all candidates that apply; however, only those selected for further consideration will be contacted.

Internal applicants must inform their supervisor or manager of their application and subsequent status