Utility Billing Coordinator – Team Lead

Role Overview

• Reporting into the Billing Operations Supervisor the Coordinator will act as a team lead responsible for creating reports, training, service level development and monitoring and identifying areas for improvement for gaining efficiency and effectiveness.
• As an expert they will be responsible for creating service level reports and handling escalated inquiries in a Tier-II Call Centre environment.
• The incumbent will also work closely with other internal and external stake holders to ensure consistent workflow and timely resolution of customer’s billing issues.
• Trains, mentors and monitors Representative Utility Billing Staff in a Call Centre environment.
• Create and maintain reports to display KPIs and ensure customer interactions are within service levels.
• Maintains up-to-date records of daily telephone calls and other service indicators using Five9 call monitoring system.
• Monitors and ensures staff adheres to telephone expectations and call definitions for customer service to ensure Departmental Service Level is met.
• Provides ongoing training and coaching to staff.
• Continued touch bases with CSRs on a regular basis to ensure consistent and clear understanding.
• Provides input to staff’s performance reviews.
• Ensures workload is covered and assigned appropriately to achieve a balanced workload.
• Provides direction to CSRs by allocating work, assigning tasks or providing guidance to ensure the most effective utilization of staff time.
• Responds to escalated customer inquiries on the telephone from a very busy Call Centre and resolves problems regarding all aspects of the water and waste water bill process with minimal guidance.
• Ensures consistent adherence to regional policy, by-law and procedures.
• Approves and processes billing adjustments or waiving of penalties as per authority level.
• Provides information or advice within the guidelines of an established by-law program or project to improve current policies and procedures that affect billing programs and public perception.
• Other duties as assigned.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

Requirements

• Post-Secondary education in a related program plus a minimum of 1 year experience in a busy Call Centre environment or an equivalent combination of experience and education.
• Expertise in Utility Billing.
• Demonstration of knowledge and experience in the following areas: utility billing operations, policy and programs.
• Proven ability to handle escalated customer inquires in a tactful manner while delivering an excellent customer service meeting regional standards.
• Proven leadership, negotiation, strong judgement and problem-solving skills are key to success in this role.
• A well-developed understanding of a billing system.
• A well-developed understanding of creating reports to utilize for staff communication.
• Strong reporting skills.
• Requires developed communication skills.
• Proficiency required in Internet and MS Office. (Word, Excel, Outlook)
• Excellent Customer service and communication skills – both written and verbal.
• Ability to deal with shifting/changing priorities.
• Superior time management and organizational abilities.
• Ability to work independently and as part of a team.
• Experience in Oracle Customer Care & Billing and Five9 systems are considered an asset.

Tech Stack

• Oracle

Benefits

• Comprehensive Health, Dental, and Vision plan (yes, even psychological health coverage) — starting on your very first day!
• OMERS Pension Plan: Enrolment to help secure your future with peace of mind.
• Vacation Time That Grows: Start with 3 weeks of vacation per year— because work-life balance is important!
• Personal Days Just for You: Enjoy 3 paid personal days and floating holidays to recharge whenever you need.
• Wellness First: Flexible hours to fit your lifestyle and prioritize your health and well-being.
• Performance Pays Off: Annual performance reviews with merit increases — your hard work is recognized and rewarded!
• Supportive, Respectful Culture: Work in an environment where leadership truly cares and inclusivity is celebrated.