Job description:
Clean Cut Energy, a Guelph-based utility submetering and billing company, is seeking to find their next Utility Billing & Account Specialist. This is a full-time remote position. While preference is given to candidates in the Guelph, Cambridge, Kitchener, Waterloo area, applicants outside this region will also be considered.
About Clean Cut Energy
Clean Cut Energy provides utility submetering and billing services for multi-unit residential and commercial properties. Using cutting-edge wireless monitoring, customers can easily track and manage water and energy usage online. As a certified B Corp and Living Wage employer, Clean Cut Energy is committed to sustainability, helping clients reduce utility consumption, save money, and support environmental conservation. The company values innovation, accuracy, and exceptional customer service.
About the Role
As a Utility and Accounts Specialist you will contribute to our commitment to high quality service for our customers. In a high volume, fast paced environment, you will manage all aspects of customer billing inquiries and complaints, account management, new customer onboarding coordination, and arrears processes. You will provide excellent customer service, resolve billing issues and complaints, including escalations, with patience and strong de-escalation skills. This role requires a proactive, highly organized, and detail-oriented professional with strong problem-solving skills, a focus on accuracy, and the ability to coordinate and complete a high volume of ranging tasks in work in a fast-paced environment. A comprehensive understanding of utility metering, utility billing, usage data analysis, accounts receivable processes and strict adherence to corporate policies and procedures is necessary for success in this role to ensure exceptional service to our customers.
Responsibilities
- Respond to a high volume of customer call and email inquiries, requests and complaints regarding their utility bills, payment, and account management
- Mitigate and manage customer complaints including escalations
- Lead arrears management policies and procedures including reporting, coordination of notices, supporting the lien legal process with legal professionals and management, disconnections, undertaking collection calls, payment verification, payment reject follow ups, and generating payment agreements.
- Coordinate and complete all new account onboarding, updates and closures
- Process account close outs including identifying account credits and write offs
- Utility data analysis and interpretation for high bill complaints and metering disputes
- Undertake complex review of utility usage data and calculate billing adjustments as required
- Support accounting department with invoicing activities
- Maintain accurate and detailed client and customer records, including contact, payments, and communications
- Comprehensive tracking of operational activities
- Support client requests
- Perform general office and administrative duties as assigned
- Support operational policies, procedures, and team communications
Key Qualifications
- Post-secondary education in Administration, Business, Accounting, Paralegal, or equivalent experience
- 3+ years of experience in high volume customer service in a billing environment
- Strong communication, conflict resolution, complaint mitigation and de-escalation skills
- Management of customer complaint escalations
- Experience with learning and implementing comprehensive policy and procedures (SOPs), adhering to policy compliance
- Data analysis and interpretation
- Proficiency in MS Office, Google Workspace, and database management
- Experience in high-volume, fast-paced environments
- Coordination of high volumes of information and tasks, multitasking
- Knowledge in Accounts Receivable, financial management
- Knowledge of arrears management, collections, and relevant legal documentation
- Exceptional organization, time management, and attention to detail
- Professional, patient, and customer-focused demeanor
Compensation and Benefits
- Starting Salary: $57,000 to $65,000 per year based on experience
- Full-time (37.5 hours per week), Monday to Friday, 8:30 am to 5:00 pm
- Paid vacation and Health Spending Account; extended health coverage after 3-month probation
How to Apply
All applications must include:
1. Cover Letter indicating why you feel you are the ideal candidate for the role and why you want to be part of the Clean Cut Energy team
2. Resume
3. Completed Personality Assessment (16Personalities: https://www.16personalities.com/free-personality-test)
Send applications to: [email protected]
*Applications missing any of these components will not be considered.
Please note: Only shortlisted candidates will be contacted. We kindly ask that you do not call or email regarding this posting.
Clean Cut Energy values diversity, equity, and inclusion, and encourages all qualified individuals to apply. Accommodations are available upon request during the recruitment process. AI is not used in the screening of candidates.
Applications are reviewed by humans, not AI.
Pay: $58,000.00-$65,000.00 per year
Benefits:
- Extended health care
- Life insurance
- Paid time off
- Wellness program
Work Location: Hybrid remote in Kitchener-Waterloo, ON
