Overview

Representative Account Management Public Works – Operations Support

Status: 2 Regular Full time Positions

Hiring Range: $62,902 to $70,765 per annum plus benefits

Work Mode: Hybrid* See below for more details.

Location: 2 Copper Road, Brampton

Hours of Work: 35 hours per week The Role:

Reporting to the Supervisor, Account Management and Payments, the incumbent is responsible for administering and overseeing residential and commercial water and wastewater accounts, including initiating, maintaining, modifying, and closing customer accounts. Responsibilities encompass the accurate management of account data, billing and payment adjustments, and the coordination of meter reading and installation activities to ensure the integrity of customer account records.

The position requires ongoing collaboration with customers, builders, legal representatives, internal departments, and external stakeholders to ensure the accurate and efficient delivery of account management services. The incumbent is accountable for the activation, maintenance, reconciliation, and balancing of accounts in accordance with established policies, procedures, and regulatory requirements.

A demonstrated commitment to continuous improvement is essential for enhancing Account Management Operations processes, procedures, and service delivery standards. Success in this role requires exceptional communication, analytical, and quantitative skills, sound professional judgment, meticulous attention to detail, and the ability to manage complex account matters with a high degree of accuracy, accountability, and professionalism.

What you will do in this role:

- Process and maintain ownership transfer transactions accurately within the Customer Care and Billing system, ensuring the integrity of account information.
- Respond to utility account management-related inquiries using established guidelines.
- Administer tenant account setups, updates, and account maintenance activities while ensuring the accuracy and completeness of customer records.
- Prepare, review, and respond to utility billing correspondence and inquiries received through Account Management Operations channels, ensuring timely and accurate resolution.
- Prepare and maintain operational reports, correspondence metrics, and workload tracking information to support departmental monitoring and performance reporting.
- Investigate and resolve customer account inquiries, billing discrepancies, and account maintenance requests through established administrative processes while maintaining service standards.
- Maintain a comprehensive knowledge of billing policies, procedures, and account management practices to ensure accurate issue resolution and account administration.
- Coordinate with internal departments, external agencies, and stakeholders to obtain, verify, and validate information required to determine wastewater classifications and billing accuracy.
- Calculate and administer approved sewer appeal adjustments, prepare associated documentation and correspondence, and support inquiries related to account changes.
- Investigate billing discrepancies resulting from metering, account, or system-related issues and prepare adjustment calculations, supporting documentation, approvals, and correspondence.
- Process and maintain customer account changes within the Customer Care and Billing (CCBCS) system, ensuring accuracy, completeness, and compliance with established procedures.
- Account changes requests include but not limited to tenant set up, bill correction, name and address changes as well as:
- Process water meter readings, perform prorated billing calculations, and complete account corrections related to final readings and meter discrepancies.
- Process approved refunds, billing adjustments, penalty reversals, and account corrections in accordance with delegated authority and established policies.
- Maintain accurate and complete customer, property, and billing information within the utility billing system.
- Create and coordinate field activities and service requests to support account administration and operational requirements.

- Support the administration of stormwater billing programs, including account maintenance,



billing adjustments, and prorated calculations.
- Assist with staff training, knowledge transfer, and operational support during cross-training and departmental initiatives.
- Exchange, provide or seek data or information from other sections such as New Accounts, Payments, Collections or Meter Operations in order to obtain all information needed for call resolution.
- Identify and escalate complex account issues in accordance with established procedures and departmental protocols.
- Exercise sound judgment, professionalism, discretion, and diplomacy when managing customer accounts and sensitive information
- Ensure compliance with corporate policies, procedures, service standards, and applicable legislation, including MFIPPA and PHIPA.
- Maintain accountability for assigned work, correspondence, and account administration activities while meeting established service and performance standards.
- Prepare and respond to utility billing correspondence and account-related inquiries in a timely, accurate, and professional manner.

What the role requires:

- Post-secondary education or an equivalent mix of education and/or experience may be accepted.
- Experience working in a dynamic and fast-paced utility billing environment.
- Experience with a computerized billing system, a utility-based system, Salesforce, or payment adjustment would be considered an asset.

- Three (3) years of relevant experience in administrative support, customer service, billing, or utility account management.
- Proficient in data entry with a high level of accuracy and attention to detail.
- Strong math skills with the ability to analyze data and provide conclusions.
- Proficient in using Microsoft Office applications (Outlook, Word, Excel).
- Strong verbal and written communication skills to interact effectively with internal departments, lawyers, builders, and customers.
- Ability to convey information clearly, professionally, and with tact.
- Excellent organizational and time management skills to handle multiple tasks, deadlines, and priorities efficiently.
- Ability to maintain accurate records and manage filing systems in compliance with retention policies.
- Demonstrated ability to work both independently and collaboratively in a team environment.
- Capable of using sound judgment to investigate and resolve issues.
- A customer-focused mindset with the ability to address inquiries, resolve complaints, and explain procedures and policies courteously and professionally.
- A satisfactory Level 1 Criminal Record Check obtained directly from a police station (third-party background checks will not be accepted).

Candidates with direct experience in water billing and/or water account administration at Peel Region are preferred Perks @ Peel and why you will love working for us:

- Comprehensive Health, Dental, Vision benefit plan including psychological health, effective start date
- Automatic enrolment into OMERS pension plan
- Accrue Vacation on a monthly basis starting at 3 weeks per annum
- 3 Paid personal days and floating holidays
- Flexible hours supporting your wellness and wellbeing
- Annual performance review and merit increases based on performance
- Supportive leadership and a culture of respect and inclusion
- Access to tuition reimbursement and learning and development resources

Be bold. Think big. Join us.

Work Mode & Job Location:

In this role, you’ll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected, with additional in-person presence as operational needs evolve. This arrangement allows for a blend of in person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time.





It's important to note that your off-site work location must be within the province of Ontario. This ensures that we're compliant with all regulations and policies.

Assessment: There will be an Assessment to be completed as part of the recruitment process. All communication will be sent to the email address attached to your application submission.

Interview: Our recruitment process may be completed with video conference technology.

Join us—be bold, think big, and help shape a better tomorrow.

The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved.

Kindly ensure to regularly monitor your spam and junk email folders, as important communications regarding your application may be directed there.

Public Notice: Water and Wastewater Services Transition

Effective January 1, 2029, the Region of Peel’s Water and Wastewater services will become a Public Utility, as part of the provincially guided transition process. On this date, the new utility will assume responsibility for delivering water and wastewater services across Peel. Residents and businesses can expect continued reliable service throughout the transition, and the Region will work closely with all partners to ensure a smooth and well‑coordinated change.

If this opportunity matches your qualifications and experience, please apply on-line.

About Us

Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon. Peel Region delivers essential services to more than 1.5 million residents and approximately 200,000 businesses. We’re working to create a community that is safe, inclusive, and accessible. A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.

Our workforce is 6,700 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support.

Recognized by Canada's Healthy Workplace Month® with the Great Employer Award presented by Excellence Canada, Peel Region is a place where everyone feels they belong. We strive to develop a workplace that values and respects diversity, practices inclusion, recognizes the unique contributions and abilities of all people and facilitates innovative thinking.

At Peel

Region, people come first. Each employee has an important role within our community and when we work together, it’s impactful. We encourage you to join us in delivering essential services and programs to our diverse community. You won't find a better prospect than Peel Region.

Additional Information

Peel Region is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.Peel Region is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation, please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contact [email protected] Please be advised, Peel Region uses email to communicate with applicants for open job competitions and does not use AI technology in any part of the recruitment process. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e., testing bookings, interview dates), it is imperative that applicants check their email regularly.

If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.

📌 Representative Account Management (Brampton)
🏢 Regional Municipality of Peel
📍 Brampton