Supervisor, Billing & Customer Care

Supervisor, Billing & Customer Care

File Number: UK-2014-17

Department: Finance

Pay Rate Range: $76,544.00 Base Rate

Position Details: Permanent, Full-time (40 hrs/week)

Class: Non Union

Posted: April 10, 2014

Closed: April 21, 2014

Primary Duties:

Reporting to the Manager of Finance, the incumbent will supervise various customer service aspects including customer billing, meter reading and credit and collection activity for Utilities Kingston. The incumbent will be responsible for:

• ensuring that all customer inquiries and complaints are addressed promptly and professionally;
• working cross functionally to contribute to the implementation of policies and procedures which will facilitate an effective customer experience;
• playing a key role in developing, fostering and enhancing a customer focused approach to the billing and credit and collection business activities;
• working with other functional departments to investigate and resolve issues identified by customers and staff;
• sharing responsibility for the integrity, security and accuracy of the Customer Information and Billing System;
• assisting with staff planning, financial reporting and revenue analysis.

Education, Licences/Certification and Other Qualifications Required

• Experience supervising in a customer service environment would be considered an asset. 
• Post-secondary education in business administration or an acceptable combination of education, training and experience. Direct exposure to a large scale billing operation would be considered an asset.
• Working knowledge of utility billing practices and general accounting experience is desirable.
• Demonstrated ability to resolve customer complaints using resources from different functional departments.
• Excellent communication skills (verbal and written), mathematical skills, problem-solving skills and conflict resolution skills, and a high degree of tact, diplomacy and empathy.
• Strong organizational and time management skills. 
• Strong proficiency in the use of computer systems and agility in adapting to new technology. 
• Ability to initiate and foster change
• Demonstrated honesty, respect, motivation and reliability.

Special Working Conditions / Conditions of Employment

As a condition of employment, a successful application will be required to provide a Criminal Records Check satisfactory to Utilities Kingston at their own cost.

To Apply:  Forward a detailed resume, quoting the File No. above, to: Human Resources, 1211 John Counter Blvd., P.O. Box 790, Kingston, ON K7L 4X7 by mail, in person, or by email at hruk@utilitieskingston.com by the closing date.  Candidates must clearly demonstrate in their resume and/or cover letter how they meet the requirements of the position. 

April 10, 2014