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.

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Utility Billingbilling operationsreport creationcustomer serviceproblem-solvingnegotiationtime managementorganizational skillscommunication skillsstaff training

Soft Skills

leadershipjudgementtactfulnessteamworkindependenceadaptabilitycommitment to diversityinclusioncoachingmentoring