Customer Service Representative, Billing and Collections

JOB DESCRIPTION

Job Title: Customer Service Representative, Billing and Collections
Bargaining Unit: CUPE 3251
Language Requirement: Bilingual - English and French (CBC)
Vacancy Status: Existing vacancy

This posting is restricted to members of the CUPE 3251 Bargaining Unit.

Cornwall is a beautiful community with a population of 47,000 situated on the banks of the St. Lawrence River in Eastern Ontario. The city offers a wide array of urban amenities, making it an excellent place for a career and raising a family. With a growing economy, expanding population and fantastic quality of life, there has never been a better time to start the next phase of your career with the City of Cornwall! Cornwall is a diverse and progressive community where residents and partners feel safe, welcomed, and enjoy a high quality of life supported by access to financially responsible and sustainable municipal services and infrastructure.

Position Summary

The Customer Service Representative, Billing and Collection, serves as the primary point of contact for residents and other interest-holders regarding municipal billing and collections. This role is responsible for providing accurate information, resolving customer inquiries, and supporting billing and collections operations while delivering excellent customer service.

Key Responsibilities

• Provide clear and accurate information on billing statements, payment options, due dates, and penalties, ensuring customers understand their obligations.
• Assist customers in resolving billing discrepancies and account issues by researching and addressing concerns promptly and professionally.
• Process in-person and electronic customer payments, including posting and reconciling transactions.
• Work with account holders to set up payment plans for accounts in accordance with municipal policies and procedures.
• Maintain and update customer account information in the billing system to ensure accuracy and completeness.
• Escalate complex issues or disputes to senior staff or management when necessary, providing detailed documentation and recommendations.
• Educate customers on municipal billing policies, regulations, and services to promote compliance and understanding.
• Support billing cycles by assisting in the preparation, issuance, and reconciliation of bills as required, including sending letters and other notices to account holders
• Generate reports on customer inquiries, payments, and account statuses to support internal operations and decision-making.
• Collaborate with other municipal departments to ensure seamless service delivery and resolution of customer concerns.
• Prepare bank and internal cash collection deposits with supporting documentation.

Leadership of Others

• N/A

Position Requirements

Education & Certifications:

• Post-secondary education in Business Administration, Accounting, or Finance

Experience:

• Minimum of 2 years’ experience in a customer service role, preferably in billing, collections, or a municipal environment.

Knowledge, Skills, and Abilities:

• Customer Service: Strong interpersonal and communication skills, with a demonstrated ability to handle customer inquiries professionally and empathetically.
• Technical Proficiency: Proficiency in billing software, customer management systems, and Microsoft Office Suite (Excel, Word, Outlook). Selected applicants will be tested in Excel and must achieve a score of 70% or higher to move to the next stage of the recruitment process.
• Problem-Solving: Ability to analyze customer account issues, identify solutions, and resolve concerns efficiently.
• Attention to Detail: High level of accuracy in managing customer accounts and processing payments.
• Time Management: Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.
• Conflict Resolution: Skill in de-escalating tense situations and handling customer disputes effectively and respectfully.
• Regulatory Knowledge: Familiarity with municipal policies, procedures, and applicable legislation related to billing and collections is an asset.

Working Conditions

• Work is performed in an office.
• Standard business hours, Monday to Friday.
• Cognitive demands include maintaining patience and professionalism when handling challenging customer interactions.
• Physical demands include extended periods of sitting and looking at a computer screen, and some lifting of forms, files, and coins up to 25lbs.

If selected for this role, you will need to provide:

• Successful reference check (two work-related references, with a minimum of one being a direct supervisor)
• Satisfactory Criminal Record and Judicial Matters Check
• Successful Language Assessment (French/English), CBC level
• Successful Microsoft Excel Assessment, scoring 70% or higher
• Proof of certifications

Additional Information:
The Corporation of The City of Cornwall strives to promote and demonstrate the values of Equity, Diversity, and Inclusion. We are committed to reflecting the diversity of the community we serve and encourage qualified candidates of all backgrounds and abilities to apply. Accommodation will be provided in all parts of the hiring process as required. Applicants need to make their needs known in advance.

We thank all applicants for their interest, however, only those selected for interviews will be contacted. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act.

The City of Cornwall is an equal-opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the City, we respect, encourage and celebrate our diversity. The City of Cornwall is committed to providing accommodation throughout the recruitment process. If you require accommodation, please notify us and we will work with you to meet your needs.

Please save a copy of this posting for your records. Please ensure that your application clearly demonstrates how you meet each of the required qualifications. Please note, selection for further consideration will be based on the information you provide in your application. Interviews may be conducted virtually through Microsoft Teams or in-person.

To see the full job posting, please visit

BENEFITS

Bereavement leave

Mobile phone and plan EPP discount

Employee Assistance Program

Education Subsidy Program

Municipal Employees Activity Committee

Benefits plan including medical, dental and vision care

OMERS Pension Plan

Free parking

Personal Leave days