Highlights of the job
We are hiring a Customer Service Representative - Credit and Collections [Full Time, Permanent position] working out of the Collingwood, Ontario, Canada. This position is open to both internal and external candidates and may be eligible for EPCOR’s Where We Work hybrid program after completing 6 months in the role – depending on business needs and upon meeting the eligibility requirements. Current EPCOR employees, please apply using your @epcor.com email address.
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.
What you’d be responsible for
Reporting to the Manager, Customer Operations, and collaborating with other customer service, billing and credit and collections representatives, your responsibilities include (but are not limited to):
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.
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Communicating with external agencies such as social services, landlords, collection authorities, and other utilities to assist with arrears collection.
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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.
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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.
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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.
What’s required to be successful
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
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Proficiency in Microsoft Office (Word and Excel) and ability to operate standard office equipment to acquire, process and disseminate information.
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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.
- Knowledge of Harris software (an asset).
Other important facts about this job
Jurisdiction: PWU 1000
Class: 1713
Wage: Starting at $24.85 per hour (Final Wage and Step will be determined at the time of selection and is based on a combination of factors as outlined in the Collective Agreement that may be found online.
Hours of Work: 80 hours bi-weekly
Vacancy: This posting is for an existing position at EPCOR, created to backfill for a promotion. The position is not being held for future hires.
Use of AI: Our recruitment process may use technology assisted tools, including artificial intelligence, to support application screening and certain assessment steps. All recruitment activities, including hiring decisions, are led by our hiring managers and talent acquisition team.
EPCOR Employees: please ensure that you are using your “@epcor.com” email address.
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Please note the following information:
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A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada on a permanent fulltime basis. (A copy of a valid work permit may be required.)
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If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.
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A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.
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To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.
