Customer Service Technician (billing)
Purpose of position
The work consists of providing customers with the required information regarding requests for services and information, filing complaints, and carrying out administrative tasks to continually update cases. In addition, it includes various tasks related to the overall billing process according to established rules and standards.
Qualifications
- Diploma of Collegial Studies (DCS) in Business Administration Technology or Management.
Experience
- One (1) year of experience in a position that enabled the incumbent to become familiar with the employment field in terms of collections, billing systems, customer service, and complaint-handling procedures.
Examples of tasks accomplished
- Managing the overall billing process, recording data, making corrections or changes, and establishing annual due dates for payments.
- Providing information to customers regarding services offered by Hydro Westmount, and explaining associated fees, responding to customers’ requests concerning their accounts, payment follow-up or any other information.
- Setting up services destined to new businesses and homes, determining equalized payment plans, and recording costs associated with renovating the entrances of private or commercial properties.
- Verifying meter readings and daily submissions; preparing submissions for unavailable readings, and using a dial card for data entry.
- Maintaining a list of meters and transformers that have been changed (model, serial number) and of those that may be changed, including modifications to electric services and voltage for each residence, and reviewing all reports related to these meter changes.
- Carrying out any other related tasks.
Employment Profile
Knowledge of
- Laws and by-laws related to the job ;
- Work methods and procedures related to collections, and the verification and management of files ;
- Basic principles of customer service ;
- Windows computer software (Word, Excel, etc.) ;
- Oral and written French and English.
Abilities and Skills
- Customer service skills ;
- Interpersonal skills and ability to negotiate ;
- Ability to work autonomously ;
- Organizational skills ;
- Ability to communicate with ease ;
- Ability to interact with various types of customers with ease ;
- Ability to adapt and solve problems ;
- Ability to communicate and collect information, and interact with the public in French and English.