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
The Credit & Collections Clerk contacts customers to recover overdue payments in order to minimize bad debt and support a positive cash flow. They monitor unpaid balances and work with customers to explain the process, payment options and supports available to them.
Key Responsibilities:
1. Process and analyze customer billing reports and monitor accounts to identify required collection activities.
2. Contact customers to discuss overdue accounts and review payment options.
3. Respond to incoming calls from customers regarding arrears and payment arrangements and connect customers with agencies as required.
4. Prepare past due notices and disconnect notices for customers and process service orders for disconnections and reconnection services.
5. Communicate with internal and 3rd party contractors regarding daily disconnect and re-connection services and provide updates impacting service activities in real time.
6. Update internal systems and close service orders when assignments are completed.
7. Provide required information to management regarding disconnect communications and activities to support their investigation and response regarding escalated customer complaints.
8. Participate in the testing process for system changes and upgrades and submit tickets to identify issues that are identified.
9. Ensure work is completed in compliance with safety policies, procedures, regulations and maintain a safe working environment.
Education, Certification and Other Qualifications Required
- Post-secondary diploma in business or related field
- 2+ years’ experience in a customer service-oriented role directly interacting with customers
- Previous experience with accounts payable/receivable or debt collection activities an asset
Knowledge, Skills & Abilities:
- Advanced communication skills
- Intermediate skills with CIS, GIS, Workforce and VTAX
- Intermediate decision-making skills
- Intermediate proficiency with MS 365
- Intermediate knowledge of OEB guidelines relating to collections, connect and re-connects and Customer Service Rules
- Intermediate knowledge of various Ontario electricity support programs
- Intermediate knowledge of the Distribution System Code
- Intermediate proficiency with various business applications utilized by Utilities Kingston
- Basic knowledge of Occupational Health and Safety requirements as it relates to individual, organizational and operational requirements
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
