Utility Billing Coordinator (Team Lead)

Utility Billing Coordinator (Team Lead)

Public Works - Operations Support

Status: 1 Contract Full Time Position, duration 13 months

Salary Range: $81,977 to $102,471 per annum plus benefits

Hiring Range: $81,977 to $92,224 per annum plus benefits

Work mode: Hybrid* see below for more details about this work mode. 

Location: 2 Copper Rd., Brampton, ON 

Hours of work: 35 hours per week 

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.

What you will do in the role:

• 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

What the role requires:

• 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

 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.