Billing Coordinator/Customer Service Representative Position / Festival Hydro

Billing Coordinator/Customer Service Representative Position

(1 Year Contract with potential for Full Time Permanent)

Festival Hydro is a distribution company serving 22,000 customers in seven municipalities in Stratford and surrounding areas. We are a progressive utility looking for an incumbent that supports our ongoing commitment to customer and operational excellence.

Reporting to the Customer Service Manager, the Billing Coordinator/Customer Service Representative will be responsible for providing accurate bills for all electricity and water consumption for our service territories, as well as offing exceptional customer service to our customer both in person, over the phone and in writing. There will also be the requirement to maintain the Customer Information System with meter reading data and applicable changes to rates or Ontario Energy Board regulatory requirements. This is a full-time contract position and includes a comprehensive benefits package.

Billing Coordinator Primary Duties & Responsibilities:

• Prepare accounts for hydro, water and retailer billing.
• Billing of all electric, water and sewage accounts, including final billings.
• Edit billing records within Jomar MDM, work accounts to get to clean, billable data.
• Audit accounts for anomalies, estimation and no bills.
• Setup and maintain electric and water rates within both Production and Pilot Customer Information Systems, including completion of rate checks.
• Work with other Customer Service Representatives, City/Town staff, meter readers, engineering and metering departments, and customers to maintain accurate billing records.
• Initiate request for assistance from other departments via service orders.
• Liaison with outside contractors and internal crews to ensure prompt service.
• Schedule daily meter reading duties, including loading of meter reading devices and uploading of completed reports and reads.
• Accurate billing corrections, as necessary, including proper tracking of billing corrections, as per Ontario Energy Board guidelines.
• Create and maintain billing, reading, holiday and due date calendars.
• Annually review of commercial rate classification.
• Annual setup of Class Load Profile within Jomar system.
• Annual ICI Calculations and setup of customers, within IESO prescribed timeline.

Customer Service Representative Primary Duties & Responsibilities:

• Daily answering of incoming customer service calls within a call centre environment during rotational breaks, vacation coverage, unplanned leaves of absence, times of high call volume (ex. during power outages) and as required by the Manager of Customer Service.
• Ability to understand customer account standing to be able to answer customer inquiries about collections, and ability to offer and enroll, where applicable, customers into Equal Payment Plans and Arrears Management plan.
• Solid understanding of Low-Income Energy Assistance Program (LEAP)
• Receive and dispatch emergency service calls quickly and accurately.
• Initiate request for assistance from other departments via service orders.
• Liaison with outside contractors and internal crews to ensure prompt service.
• Process customer moves and department related service orders.
• Process various types of payments on accounts, including transfer of balances and deposits.
• Apply appropriate adjustments to accounts based on feedback from service orders.
• Resolve customer questions regarding services provided, or bills produced and if necessary, arrange for acceptable payment arrangements.
• Understand, follow and communicate Government policies regarding electricity guidelines.
• Electronic communications including website correspondence.
• Other duties, as assigned.

Knowledge/Skills and Abilities:

• Post-Secondary education.
• Customer service and billing experience, within Jomar Customer Information system experience in the Ontario utility market considered an asset.
• Strong proficiency in Microsoft Office (Word, Excel, Outlook)
• Ability to plan, balance and multi-task a variety of job responsibilities based on departmental needs; Ability to adapt to rapidly changing priorities.
• Ability to work well independently.
• A proven team player, possessing strong problem-solving skills and an aptitude for mathematics.
• Attention to detail and highly organized.
• Excellent verbal and written communication skills.
• Strong business writing, documentation and record keeping skills.
• Proven ability to maintain a positive working relationship with internal and external partners.
• Knowledge and understanding of practices relating to the Ontario Energy Board rules and regulations; and the Independent Electricity System Operator’s procedures considered an asset.

Interested candidates may apply by emailing their resume and cover letter to hr@festivalhydro.com by Wednesday August 21, 2024. Please reference “Billing Coordinator/Customer Service Representative” in the subject line.

We thank all applicants for their interest but advise only those selected for an interview will be contacted. Accommodations are available during all aspects of the recruitment process. Applicants contacted for an interview are asked to make their needs known in advance.