Billing Administrator

Oakville Hydro delivers reliable and safe electricity to more than 77,000 individuals, families, and businesses in the Town of Oakville.  The company maintains an active commitment to conservation, safety, and is strongly invested in the social and economic well-being of the Oakville community.  Oakville Hydro is a two-time recipient of the Local Distribution Company Performance Excellence Award from the Electricity Distributors Association, as well as a Centre of Excellence Award from the Canadian Electricity Association.  Oakville Hydro has also been recognized as one of Canada’s Safest Employers.

At Oakville Hydro, we believe that our continued success as an industry leader is due to our innovative, customer focused, team-oriented employees who continually strive to exceed customer expectations and take pride in all areas of our businesses.

Successful Oakville Hydro employees:

• Are customer-centric – they understand and embrace the role of delivering exemplary service
• Lead – they lead by example through their actions and attitudes
• Innovate – they look for opportunities to improve, do things differently, and add value for our customers and business
• Commit to Excellence – in all that they do

We promote a culture that is diverse, inclusive, innovative, and performance driven in an environment that is fun and exciting.  Individuals who choose to be a part of our organization are offered:

• Potential to lead innovative projects and initiatives
• Career path exploration and development opportunities
• Opportunities to get involved with teams and charitable events that support the community
• Comprehensive total reward package

Billing Administrator

About the Role

 We are looking for dynamic individuals with exceptional customer service and technical skills. The Billing Administrator is accountable for supporting the Customer Service and Billing departmental functions, including answering customer inquiries, receiving, and collecting data for the purposes of billing, and production of timely and accurate customer bills.

Duties include:

• Respond to customer inquiries and complaints in person, by phone, and in writing
• Receive, interpret, and summarize customers’ requests (including lawyers) to finalize existing billings
• Review and process customer forms, and requests
• Initiate the process adjustments to customer accounts
• Complete Validation, Estimation, and Editing (VEE) of meter read data and reports (electric and water) in preparation for billing
• Update electric and water readings in Northstar, as required
• Verify, change, and enter water meter information into the Northstar system
• Process regular on-cycle billing and final billing
• Process customer payments
• Administer permits, and schedule disconnections and reconnections
• Administer the collection process for overdue accounts
• Communicate with stakeholders to ensure timely and accurate processing of customer meter to cash transactions
• Other duties as assigned by supervisor

Required Skills, Qualifications and Experience:

• Grade 12 high school or equivalent
• Minimum of 2 years’ experience in a Billing and/or Customer Service environment
• Experience with billing procedures, schedules, and adjustments would be an asset
• Intermediate working knowledge of personal computers including Windows based software such as Outlook, Microsoft Teams, Excel, Access, Power Point, etc.
• Working knowledge of customer information systems (e.g., Northstar) would be an asset
• Strong accounting skills
• Working knowledge of billing and adjustment procedures
• Solid understanding of reading and billing schedule
• Strong decision making and problem-solving skills related to electricity and water consumption to produce accurate billing
• Excellent written and verbal communication skills
• Excellent time management and organization skills
• Strong interpersonal skills and the ability to use tact and discretion when interacting with internal and external customers
• Displays a keen attention to detail and can prioritize accordingly in a demanding and fast-paced environment
• Embraces a culture of innovation and continuous improvement
• Is a fast learner who can adapt to an ever-changing environment
• Is agile, responsive, and displays a sense of urgency

Other Success Factors:

• Be a Brand ambassador – enable, engage, encourage, and exemplify the behaviours and attitudes

of the brand

• Stay a step ahead – make a priority to be in-tune with key industry disruptions, such as electrification of transportation, grid modernization, and Smart Grid
• Communicate – stay informed of company events, industry news, and advancement in technologies
• Is customer centric and displays an attitude of commitment and excellence with service delivery
• Have a futuristic and proactive mindset with the ability to foresee problems and act as required
• Be a creative thinker with strong planning, organization, and execution skills
• Have strong planning and problem-solving skills with the proven ability to identify, analyze and correct unusual occurrences within systems and considers all relevant information when making a decision
• Displays keen attention to detail and prioritize accordingly in a demanding, fast-paced environment
• Is a fast learner who can adapt to an ever-changing environment
• Excellent interpersonal and communication skills
• Embraces a culture of innovation and continuous improvement

Please send your resume with the position title in the subject line, to

PeopleandCulture@oakvillehydro.com

Oakville Hydro is an Equal Opportunity Employer.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Oakville Hydro will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process.  If selected to participate in the recruitment, selection and/or assessment process, please inform People Excellence team of the nature of any accommodation(s) that you may require.