Billing Clerk
ENERCARE
Whitby, ON
Job Title: Billing Clerk
Reporting To: Manager, Billing Operations
Department: Billing
Location: Whitby
File Number: K515
Rate of Pay: Range 2 as per Collective Agreement
Closing Date: December 24, 2018
Hours: Monday to Friday, 12:00 p.m. – 8:00 p.m.

Job Summary:
The primary responsibility of this 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.

Responsibilities:
  • 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
Qualifications:
  • 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

Enercare’s recruitment process includes accommodation for applicants with disabilities. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.