Utility Billing Representative

Utility Billing Representative

Public Works - Operations Support

1 Contract Full Time Position, Duration 13 months

1 Contract Part-Time Position, Duration: 13 months

Salary Range: $61,368 to $76,710 per annum (plus benefits)

Hiring Range: $61,368 to $69,039 per annum (plus benefits) 

Work mode: Hybrid* see below for details 

Location: 2 Copper Road, Brampton

Hours of work for Contract Full Time Position: 35 hours of work per week: Monday – Friday 8:30 am to 4:30 pm

Hours of work for Contract Part Time Position: 22.5 hours of work per week: Monday – Friday 12:00 pm to 4:30 pm

Reporting to the Supervisor in Billing Operations you will provide customer support service with respect to utility billing issues in a fast paced call centre environment. The Utility Billing Representative assesses and completes all duties involved with producing a timely accurate water bill, in addition to written correspondence to customers. 

What you will do in this role:

• Engage with utility customers using the Five9 softphone system to address and resolve customer inquiries.
• Accurately process change of ownership information into billing software.
• Interact with law firms to resolve conflicting information received or closing problem issues.
• Accurately process and input all relevant tenant information.
• Answer and address all utility billing related written correspondence or issues received through the BillingOps inbox.
• Work on yearly project for the Monthly/Quarterly transfer procedure, ensuring appropriate bills and letters go out to customers in a timely manner.
• Prepare monthly correspondence and email tracking reports.
• Calculate billing adjustments for problem accounts, enter into billing software, and prepare appropriate approval memos and client correspondence while keeping the management team appraised of the accounts in question.
• Exchange, provide or seek data or information from the various City Plumbing Departments or any other source such as a customer when the wastewater class is in doubt.
• Re-classify accounts where new sewer conversions or connections affect the classification of what percentage of waste water based on water usage the customer will be billed and notify the customers with a letter accordingly.
• Process final readings into the billing application and accurately calculate all prorated reads or final error corrections, as well as:
• Approve and accurately process refunds, billing adjustments or waiving of penalties as per authority level
• Process all returned bills and re-issue to appropriate new locations
• Input any relevant client information into utility billing system as required
• Monitor the quality assurance reports for inconsistencies or problems and then resolve
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias

What the role requires:

• Three (3) years of relevant office experience in a fast-paced customer service/call centre Utility Billing environment. An equivalent combination of education and/or experience may be considered.
• Must have experience within a high call volume call centre environment
• Superior customer service skills, displaying effective communication and timely problem solving.
• Strong judgment, tact, and diplomacy to handle difficult clients.
• Organized, with the ability to multi-tasking, prioritize and process a high volume workload.
• Proficient computer skills including Word, Outlook and Excel.
• Strong accounting and math skills with abilities to analyze data and provide conclusions.
• Experience using a computerized billing system, a utility-based system would be considered an asset.
• Exposure to Customer Care & Billing System as well as Five9 would be considered an asset.

Perks That Make Work Fun (and Your Life Easier)!

At Peel Region, we believe in taking care of you. Here's what you'll enjoy when you join our team:

• Top-Notch 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.

We’ve got you covered — because we know happy, healthy people do their best work! 

Work Mode: In this role, you’ll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected, with additional in-person presence as operational needs evolve. This arrangement allows for a blend of in person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time.  

Note: Your hybrid work location must be within the province of Ontario to ensure compliance with regulations and policies.

Interview: Our recruitment process may be completed with video conference technology.   

Kindly ensure to regularly monitor your spam and junk email folders, as important communications regarding your application may be directed there.  

Peel Region remains committed to uninterrupted service delivery during the transition outlined in the Peel Transition Implementation Act, 2024, introduced by the Ontario government on December 12, 2024. If passed, this legislation would transfer responsibility for regional roads and stormwater infrastructure to Brampton, Caledon, and Mississauga by July 1, 2027, or as determined by the Minister. Waste Collection in Mississauga, Brampton and Caledon would also transfer to the cities of Mississauga, Brampton and the Town of Caledon on October 1, 2027. Peel Region will continue to manage Community Recycling Centres (CRC) along with transfer, processing, and disposal services. Peel Region continues to offer meaningful opportunities for skilled professionals to make a lasting impact during this period of change and beyond. For more details, visit peelregion.ca/transition

If this opportunity matches your qualifications and experience, please apply on-line. 

Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon.  Peel Region delivers essential services to more than 1.5 million residents and approximately 200,000 businesses.

We’re working to create a community that is safe, inclusive, and accessible.  A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.

Our workforce is 6,700 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support. 

Recognized by Canada's Healthy Workplace Month® with the Great Employer Award presented by Excellence Canada, Peel Region is a place where everyone feels they belong. We strive to develop a workplace that values and respects diversity, practices inclusion, recognizes the unique contributions and abilities of all people and facilitates innovative thinking. At Peel Region, people come first. Each employee has an important role within our community and when we work together, it’s impactful. We encourage you to join us in delivering essential services and programs to our diverse community. You won't find a better opportunity than Peel Region.

Peel Region is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.

Peel Region is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation, please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contact zzg-hrtalentacquisition@peelregion.ca 

Please be advised, Peel Region uses email to communicate with applicants for open job competitions and does not use AI technology in any part of the recruitment process. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e., testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.