About the Role
Clerk B - Billing Representative
Department: Water and Waste
Division: Customer Service
Designated Work Location: Remote with Designated Work Location (4th floor, 185 King St)
Position Type: Up to 6 permanent positions being filled on a temporary basis
Salary: $1,745.54 - $2,043.78 as per the Clerk B classification within the C.U.P.E Collective Agreement
Posting No: 124179
Closing Date: February 8, 2024
Providing a wide range of services to over half of all Manitobans, The City of Winnipeg is one of the largest employers in Manitoba. We provide a comprehensive range of benefits and career opportunities to our employees. These include competitive salaries, employer-paid benefits, dental and vision care, pension plans, and maternity/parental leave programs. Additionally, we offer education, training, and staff development opportunities to ensure that our employees are equipped with the necessary skills to advance in their careers.
Our Benefits web page provides detailed information about the benefits we offer, and we encourage you to visit it for further information at City of Winnipeg Benefits. We take pride in fostering a respectful, diverse, safe, and healthy workplace where our employees can thrive and achieve their full potential.
Flexible work arrangements, which may include flexible hours, remote work, or a hybrid of remote work may be available; subject to review and approval. Please note that Employees who are approved to work remotely are responsible for and must demonstrate that they are available to return to their Designated Work Location and/or other work location to attend meetings or attend other tasks that occur in person.
The City is committed to attracting and retaining a diverse skilled workforce that is representative and reflective of the community we serve. Applications are encouraged from equity groups that have been and continue to be underrepresented at the City; Indigenous Peoples, Women, Racialized Peoples, Persons with Disabilities, 2SLGBTQQIA+ Peoples and Newcomers are encouraged to self-declare.
Requests for Reasonable Accommodation will be accepted during the hiring process.
Preference to internal applicants may be applied.
As the Billing Representative you will respond to customer inquiries and accept account information related to billing of utility charges within the Utility Billing Centre.
As the Clerk B – Billing Representative you will:
Respond to customer inquiries and concerns in a courteous and positive manner, verbally and in writing, by:Determining and clarifying the nature of calls/emails and what action is required
Resolving situations at the initial point of contact, if possible
Explaining departmental policy and procedures in detail (including rationale)
Searching accounts and explaining billings and adjustments
Taking applications and cancellations for service
Obtaining and entering meter readings into the Customer Care and Billing System and calculating consumption to determine normal usage
Exploring reasons for higher or lower than normal water consumption
Calculating and explaining consumption/cost difference between estimated bills and customer provided meter readings
Arranging acceptable payment when customers are unable to pay by the billing due date
Determining the need for meter inspections and scheduling appointments
Initiating customer service requests through work management system
Initiating outbound contact with customers to provide courtesy information
Perform account research, as required.
Perform other related duties consistent with the classification, as required.
Your education and qualifications include:
High School graduation or an equivalent combination of training and experience.
Demonstrated ability to communicate with customers in a courteous and positive manner, at times under stressful conditions.
Demonstrated ability to multi-task, by simultaneously performing functions such as active listening, navigating applications and entering detailed notes.
Demonstrated ability to establish and maintain positive working relationships with employees at all levels of the organization, external contacts, the public, and work as part of a team with colleagues and supervisors in accordance with the Respectful Workplace Standard.
Demonstrated ability to accurately reconcile accounts and perform detailed calculations.
Demonstrated ability to communicate effectively both verbally and in writing. Ability to communicate in French at an intermediate level is considered an asset.
Demonstrated ability to operate a personal computer in a Windows environment.
Ability to navigate and input data accurately using various systems, such as CCB (billing system), Customer Interaction Centre (telephony) and WAM (work management system).
Demonstrated ability to gather and analyze pertinent information to problem solve and exercise sound judgment when determining appropriate action while adhering to process, by-laws and legislation.
Ability to consistently handle a minimum number of transactions per assigned interaction type, such as inbound calls, emails and outbound calls.
Conditions of employment:
The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
A Police Information Check satisfactory to the employer will be required from the successful candidate, at their expense.
How to Apply
APPLY ONLINE, including all documentation listed below:
Current resume AND Application Form (Required).
Applications submitted without REQUIRED documentation will not be considered.
*Your application documents must clearly indicate how you meet the qualifications of the position.*
Hours of Work: Vary from 11:00 a.m. to 7:00 p.m. Monday to Thursday (3 of 4 days) and 8:30 a.m. to 4:30 p.m. on Friday and Saturday. Offices are closed holiday weekends and shifts are subject to change.
Employee Group: C.U.P.E.
Position Reports To: Senior Billing Representative
If and when this temporary position becomes permanent the successful applicant to this posting will automatically receive the position and a further posting is not necessary.
Applicants will be required to undergo testing to determine their knowledge, skills and abilities as they relate to the qualifications of the position.
The successful applicant will be required to complete job specific training required for this position as directed. Employment will begin with approximately 5 weeks of paid training. You must be available Monday through Friday, 8:30 a.m. to 4:30 p.m. for the training.
Only candidates selected for interviews will be contacted.
Apply at http://www.winnipeg.ca/hr/.