Position: Customer Support Agent (Meter-to-Cash)
Location: Toronto, ON – On-site/Hybrid
Salary: $32 to $34 per hour
Position Type: Contract (12 months)
Hours: Monday to Friday, 9:00am to 5:00pm
Posting Type: Open vacancy
Our client in the utilities/energy sector is seeking a Customer Support Agent to support its meter-to-cash operations, ensuring accurate billing, collections, and customer account management. This role sits at the intersection of Customer Service, Billing, and Finance, and is responsible for delivering a high-quality customer experience while maintaining data integrity across billing systems.
This is a hands-on role suited for someone with strong analytical skills, experience handling billing and collections inquiries, and the ability to navigate complex customer scenarios in a fast-paced environment.
Key Responsibilities:
- Obtain, validate, and analyze customer information to support meter-to-cash processes and systems.
- Provide customer support through inbound calls, outbound follow-ups, written correspondence, and digital communication channels.
- Investigate and resolve billing issues, ensuring accuracy and compliance of metering and billing data.
- Negotiate payment arrangements and manage collections activities, including skip tracing and account follow-ups.
- Prepare final bills and documentation for collections, write-offs, bankruptcies, foreclosures, and insolvencies.
- Process billing data, calculate adjustments, and submit requests for cancels and re-bills using knowledge of rate structures and meter types.
- Review collections queues and perform account analysis to support timely resolution of outstanding balances.
- Liaise with external agencies (e.g., collection agencies, inspectors, contractors) and internal teams to coordinate collections and service activities.
- Verify and estimate electrical consumption and demand based on established processes and schedules.
- Perform daily bank reconciliations and work closely with finance to reconcile customer payments to the general ledger.
- Support invoicing for non-electricity services (e.g., construction, claims, lease agreements) and resolve related issues.
- Provide guidance and support to team members, including distributing and reviewing work where required.
- Perform administrative and clerical duties related to general office functions.
- Ensure adherence to safety policies, procedures, and regulatory requirements
Required Qualifications:
- 2–4+ years of experience in customer service, billing, or collections
- Experience working in utilities, energy, or a high-volume billing environment is an asset
- Strong understanding of billing, collections, and customer account management processes
- Experience with ERP or billing systems; exposure to financial reconciliation is preferred
- Excellent communication and customer service skills, with the ability to manage sensitive or escalated situations
- Strong analytical skills with a high level of attention to detail and accuracy
- Proficiency in Microsoft Office, particularly Excel
- Ability to multitask and prioritize in a fast-paced, deadline-driven environment
Nice-to-Have:
- Experience with meter-to-cash processes in a utilities environment
- Knowledge of rate structures, consumption calculations, and metering systems
- Experience working with external collection agencies or field operations teams
To be considered for this role, candidates should be able to demonstrate hands-on experience in billing, collections, and customer account resolution, along with the ability to navigate complex systems and processes. Candidates may be asked to provide examples of resolving billing discrepancies and managing customer payment arrangements during the interview process.
Please send your resume to Vandana Desai at vandana.desai@quantum.ca.
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