Contract Duration: 12 months

Work Location: 500 Commissioners Street

Schedule: Hybrid – Tuesday, Wednesday & Thursday in office; Monday & Friday remote

Hours: 35 hours/week

We are seeking a Customer Support Agent with strong customer service, billing, and collections experience, ideally within a utility environment . This role requires someone comfortable handling both incoming customer calls and outbound collections calls .

The ideal candidate will be confident communicating with residential and commercial customers, resolving billing concerns, handling difficult conversations professionally, and finding effective solutions.

Key Responsibilities

- Handle inbound calls from residential and commercial customers and provide accurate, timely assistance.
- Make outbound calls for account collections , including following up on past-due balances and negotiating payment arrangements.
- Obtain, validate, and analyze customer information to support billing and account processes.
- Analyze and resolve billing, payment, and account issues while ensuring data accuracy.
- Negotiate payment arrangements and perform collection activities, including skip tracing, final bills, write-offs, and documentation for external collection agencies.
- Prepare and process documentation related to bankruptcies, foreclosures, and insolvencies.
- Review billing and collections queues and process billing adjustments, cancellations, and rebills.
- Apply knowledge of residential and commercial utility billing, rate structures, meter types,



and demand/load calculations .
- Assess and manage security deposits and investigate discrepancies involving customer payments and billing.
- Communicate with internal departments, field staff, contractors, inspectors, external agencies, and customers as required.
- Investigate and resolve customer, billing, coding, and payment issues.
- Perform administrative and clerical activities associated with customer accounts and general office functions.
- Follow established processes, safety requirements, and regulatory guidelines.

Qualifications & Skills

- Strong customer service and communication skills with confidence handling customers by phone.
- Experience handling high-volume inbound customer calls .
- Proven experience making outbound collections calls and following up on overdue accounts.
- Experience working with billing accounts , preferably within a utility/electricity environment .
- Ability to communicate professionally and diffuse difficult or escalated customer situations .
- Strong problem-solving, analytical, and organizational skills.
- Comfortable discussing past-due balances, payments, and collections with customers.
- Experience supporting both residential and commercial accounts .
- Solid computer skills and the ability to learn new systems quickly.
- Oracle-based CC&B;/CCMB experience is an asset , but training will be provided as needed.
- Ability to work independently while collaborating effectively with internal teams.

📌 Customer Billing Specialist (Toronto)
🏢 Alquemy Search u0026 Consulting
📍 Toronto