Billing and Customer Service Supervisor | Lakefront Utility Services

JOB VACANCY

Lakefront Utility Services Inc. (LUSI) is located in the Town of Cobourg on Lake Ontario, half an hour east of Oshawa. As a multi-service utility provider, Lakefront is proud to provide reliable and cost-effective electric, water and fibre distribution services in the Town of Cobourg. We also provide water operations in Grafton and electrical and water services in the Village of Colborne. For more information, please visit our website at: www.lakefrontutilities.com

Billing and Customer Service Supervisor

JOB DESCRIPTION: 

Lakefront Utility Services Inc. (LUSI) is currently searching for a highly motivated, results-oriented individual for the position of Billing and Customer Service Supervisor. Reporting to the Vice President Regulatory and Finance, this position will have operational oversight for Billing, Accounts Receivable and Customer Service aspects, with an integral, leading role in ensuring the efficient and effective operation of our billing processes and delivering exceptional customer service to our valued clients.

At Lakefront, we prioritize career development, maintain safe and healthy workplaces, and promote work-life balance, enabling employees to excel and contribute to their communities.

RESPONSIBILITIES INCLUDE:

• Oversee the billing area and ensure accurate and timely preparation and delivery of invoices to customers.
• Monitor billing activities to minimize discrepancies and resolve any billing-related issues promptly.
• Provide guidance and support on billing disputes and/or adjustments.
• Guides employee actions by researching, developing, creating, and updating billing processes, procedures, methods, and guidelines while collaborating with all stakeholders.
• Implementing quality and customer service standards, resolving problems, and identifying system improvements.
• Lead the customer service team to provide exceptional customer support, efficiently addressing inquiries and resolving complaints.
• Establish customer service standards and ensure they are met consistently.
• Conduct regular training sessions to enhance the team’s knowledge and customer service skills.
• Collects accounts escalated by customer service representatives, investigating circumstances, and resolving conflicts.
• Monthly analysis, preparation, and submissions of supporting documentation for all filings with the OEB, IESO, Minister of Energy and other regulatory bodies as prescribed, within tight deadlines.
• Recruit, train, and mentor team members, fostering a positive and collaborative work environment.
• Set performance goals, conduct regular performance evaluations, and provide constructive feedback to team members.
• Handle employee relations matters and address any conflicts professionally.
• Design and implement work schedules that optimize employees’ time and skills.
• Address customer inquiries, and provide policy interpretation, administrative advice and guidance to staff.
• Coordinate with other departments to accomplish common objectives, compile needed documentation, reporting, and new implementations.
• Continuously review and refine billing and customer service processes to enhance efficiency and accuracy.
• Implement new tools and technologies to streamline operations and improve customer experience.
• Collaborate with cross-functional teams to identify areas for improvement and implement best practices.
• Ensure billing rates are aligned and tested for accuracy with the regulator’s decision and order and by-laws.
• Coordinate with Operations department related to annual audit of residential and commercial meters.
• Other projects and duties as may be assigned. 

QUALIFICATIONS:

• Minimum 3 years of post-secondary education in a Business Administration and/or Finance/Accounting field, experience in data analytics, billing, customer service, accounting, or a combination of relevant education, training, and experience.
• A strong technical background and willingness to think outside the box and propose novel solutions to complex technical problems.
• Utility and Harris CIS software experience is considered a definite asset.
• Ability to make accurate and timely decisions under demanding conditions.
• The ability to problem solve, adapt, effectively multi-task and handle conflicting priorities
• Strong mathematical and analytical skills.
• Excellent verbal and written communication skills for effective presentations.
• Outstanding interpersonal skills to engage and communicate with internal and external stakeholders.
• Strong attention to detail and ability to work under pressure.
• Proficiency in MS Office suite and quick adaptability to new software applications and information systems. 

This is a non-union position, and salary is commensurable with qualifications and experience. We offer an excellent working environment, competitive compensation and benefits package, pension plan, professional development, and growth opportunities. Interested candidates are invited to submit a resume, in confidence, by 4:30 p.m. August 29th, 2023, to the attention of Human Resources, 207 Division Street, PO Box 577, Cobourg, ON K9A 4L3 or by email to hr@lusi.on.ca. Please indicate the position title in the subject line of your email.

 We appreciate the interest of all candidates; however, only those selected for an interview will be contacted. The successful candidate will be required to submit a satisfactory criminal screening and three satisfactory reference checks as a condition of employment.

Lakefront Utility Services Inc. is committed to fairness and equity in employment and our recruitment and selection practices. We encourage applications from Indigenous peoples, people with disabilities, members of sexual minority groups, members of racialized groups, and any others who may contribute to the further diversification of our organization. Accommodation will be provided in all parts of the hiring process. Applicants need to make their requirements known in advance to hr@lusi.on.ca.

Please note that vaccination against COVID-19 is a requirement as a condition of employment, subject to the Ontario Human Rights Code.