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Post Date
Sep. 9, 2021

Job ID
Job Title
Senior Customer Accounts Representative
Permanent Part-Time

Niagara Area
From $25.00 per hour

Position Description
A Niagara based utilities company is currently searching for a dynamic and experienced Senior Customer Accounts Representative to join their team. This part-time role reports to the Regulatory and Customer Accounts Supervisor and provides the highest level of service to our customers. This senior position requires a high level of accuracy and attention to detail along with an increased level of responsibility, while demonstrating a personal commitment to provide timely and professional service to all our customers, internal and external.

  • Previous experience with invoicing utility customers;
  • Minimum of Grade 12 Secondary School Diploma, or equivalent;
  • Post secondary education, at a recognized College or University, in Business or Office Administration would be an asset;
  • Ability and experience to provide direction and assistance to other Customer Service employees;
  • Demonstrates a desire to improve customer service level;
  • Positive customer interactions;
  • Excellent oral and written communication;
  • Computer proficiency in a Windows environment, word processing, spreadsheet and database applications;
  • Valid “G” driver’s license.

  • Responsible for invoicing large commercial accounts, retailers, Microfit and FIT customers ensuring accurate current account information up to date contact information for all retailers.
  • Works within the CIS system and identify performance issues.
  • Testing for rate and programming changes as required.
  • Execute dunning run and related dunning tasks such as disconnection notices, field collections, and disconnections for large commercial customers.
  • Monthly final collections for closed accounts and submission of information to the collection agency.
  • Quarterly review of equal payment plan balances to ensure balances are aligned with customer consumption.
  • Review small and large business accounts annually, or as requested by the customer, to ensure customers are included in the appropriate rate class and category.
  • Compile customer letters regarding rate or program changes.
  • Provide regular phone support for customer accounts.
  • Provide back up for the input of customer payments as required.
  • Problem solving and troubleshooting for complex customer account and retailer issues.
  • Monthly unbilled, consumption and other statistical reporting as required.
  • Provide support to assist during power outages/trouble calls and emergencies.
  • Assist with orientation of staff into the Customer Service Environment.
  • Update and maintain procedures for the Customer Accounts department.
  • Participate in review of departmental procedures to ensure workflow, productivity and improvement. Identify process improvements that align with department goals and regulatory compliance.
  • Provide work orders to the Engineering department for new services, stale meter investigations etc.
  • Update the company's website with revised information as required.
  • Customer Accounts Representative duties as required.
  • Follow corporate procedures and processes.
  • Follow safe work practices in the department.
  • Performs other duties as requested or required.

Additional Information
We thank all applicants for their interest; however, only those selected to be interviewed will be contacted.