Customer Support Agent

About the job

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