Customer Service Representative - Credit and Collections

EPCOR•Collingwood, ON

10d•Hybrid

About The Position

This is an exciting opportunity to join EPCOR and make a real impact by supporting customers and supporting the EPCOR Electricity Distribution Ontario (EEDO) while ensuring compliance with Ontario Electricity Board (OEB) regulations. You will be playing a key role in managing aged receivables, resolving outstanding balances, and delivering exceptional customer experiences for EEDO customers.

Requirements

2- year post-secondary Diploma in business administration or related field.
2+ years of administrative experience, ideally in electricity, energy, or utility sectors.
Working knowledge of corporate collection policies, utility billing procedures, and utility software applications
Proficiency in Microsoft Office (Word and Excel) and ability to operate standard office equipment to acquire, process and disseminate information.
Excellent interpersonal and communication skills, with the ability to handle difficult and emotional situations professionally.
Strong work ethic and professionalism, with attention to detail and accuracy.
At least 18 years of age
Successfully attained a high school diploma (GED, or equivalent level of secondary education)
Legally entitled to work in Canada on a permanent fulltime basis.

Nice To Haves

Knowledge of Harris software (an asset).

Responsibilities

Providing exceptional customer service, responding to inquiries about accounts, policies, rates, final billings, security deposits, and payment discrepancies, while redirecting calls as needed.
Using the Customer Information System (CIS) to edit and distribute disconnect notices and 48-hour disconnection orders, negotiating and monitoring payment arrangements, and escalating concerns to management.
Communicating with external agencies such as social services, landlords, collection authorities, and other utilities to assist with arrears collection.
Reviewing aged receivables, processing notices, establishing and monitoring payment schedules or arrangements, updating CIS status, maintaining write-off journals, recommending account write-offs to management and preparing documentation for agencies and departments.
Preparing bankruptcy documentation and managing water and sewer arrears.
Directing meter reading personnel for disconnection/reconnection of services and providing up-to-date reports and service order completion.
Handling payments, balancing cash drawers, issuing receipts, processing returned payments, and reconciling entries.
Maintaining accurate customer accounts, including address and information changes.
Working in compliance with the Occupational Health and Safety Act, WHMIS, and EPCOR policies and guidelines.
Providing back-up support to the Billing team, and other departments, as needed to meet departmental or corporate objectives.