Customer Billing Specialist

Alquemy Search & Consulting; Toronto; Hybrid; CAD 42,000 - 52,000; Full time

Job summary

Alquemy Search & Consulting is seeking a Customer Support Agent to handle both inbound customer calls and outbound collections in a hybrid environment. The role requires strong communication, billing knowledge, and the ability to resolve complex customer issues.

The successful candidate will manage residential and commercial accounts, negotiate payment arrangements, and support billing processes within a utility setting. Prior experience with collections and billing systems is highly valued.

Qualifications

• Strong customer service and communication skills.
• Experience handling high-volume inbound calls.
• Proven experience making outbound collections calls.
• Experience with billing accounts in utility environments.
• Ability to diffuse escalated customer situations.
• Strong problem-solving and organizational skills.

Responsibilities

• Handle inbound calls from residential and commercial customers and provide accurate, timely assistance.
• Make outbound calls for account collections and negotiate payment arrangements.
• Obtain, validate, and analyze customer information for billing and accounts.
• Resolve billing, payment, and account issues while maintaining data accuracy.
• Negotiate payment arrangements and document activities for external agencies.
• Process documentation for bankruptcies, foreclosures, and insolvencies.
• Review billing and collections queues and process adjustments or rebills.
• Apply knowledge of residential and commercial utility billing, rate structures, and meter types.
• Assess security deposits and investigate payment discrepancies.
• Communicate with internal departments, field staff, contractors, inspectors, external agencies, and customers.

Skills

Customer service

Phone handling

High-volume calls

Billing and collections

Communication

Problem-solving

Team collaboration

Software literacy

Tools

Oracle CC&B/CCMB

Job description

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.
• Strong 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.