Specialist, Billing & Customer Care

Specialist, Billing & Customer Care VANCOUVER, BC V6E 4A2 Apply Overview Position Type Full Time Job Shift Any Education Level High School Travel Percentage Negligible Category Customer Service Apply Description The Specialist, Billing & Customer Care is responsible for supporting all meter-to-cash processes, including customer account management, billing, payment processing, accounts receivable, and collections. This role delivers timely, accurate, and professional customer service while ensuring billing integrity and compliance with utility tariffs, contracts, and regulatory requirements. The position plays a key role in maintaining customer satisfaction and operational efficiency by managing customer inquiries, resolving billing discrepancies, and supporting continuous improvement initiatives across billing and customer care functions. Key Responsibilities: Customer Care & Account Management Respond to customer inquiries promptly, professionally, and courteously. Manage the distribution of customer notifications. Handle customer account updates, changes, and special requirements. Maintain ownership of the central customer inbox and coordinate communications. Collect and analyze customer feedback to support service improvements. Billing Operations (Meter-to-Cash) Enter meter readings and process account adjustments accurately and on time. Review customer bills to ensure accuracy and resolve discrepancies. Support monthly billing cycles and ensure all billing data is complete and validated. Utilize billing and CRM systems to manage customer accounts and transactions. Payments & Collections Process customer payments via EFT, online banking, and cheques. Monitor aging reports and follow up on overdue accounts. Work with customers to establish repayment plans within company guidelines. Ensure accurate recording and reconciliation of payments. Rate & Contract Administration Implement rate changes in accordance with approved utility tariffs and contracts. Ensure billing configurations reflect current rates and contractual terms. Support compliance with regulatory and internal billing requirements. Reporting & Analysis Prepare weekly, monthly, and annual reporting for internal stakeholders. Perform data analysis to identify trends, discrepancies, and improvement opportunities. Support business operations with insights related to billing and customer accounts. Process Improvement & Team Support Identify opportunities to improve billing and customer care processes. Assist in training new team members on systems and procedures. Ensure all activities align with company policies, regulatory requirements, and best practices. Support additional operational tasks and special projects as required. Qualifications Education & Experience High school diploma required. Minimum of 5 years of related experience in billing, customer service, or accounts receivable functions. Knowledge, Skills & Abilities Committed to delivering exceptional customer service through active listening, empathy, conflict resolution, and a strong focus on customer satisfaction at every interaction. Proven ability to maintain a high level of accuracy and attention to detail in billing, data entry, payment processing, and account management. Thorough knowledge of billing cycles, invoicing, accounts receivable management, collections processes, and utility tariffs and rate structures. Skilled in identifying and resolving billing discrepancies and customer issues promptly to minimize impact on customer satisfaction. Proficient in billing software, CRM systems, and Microsoft Office Suite (Excel, Word, Outlook), with the ability to adapt to new technologies and evolving processes. Strong data analysis capabilities to interpret billing data, identify trends and discrepancies, and provide insights that support operational improvements. Excellent verbal and written communication skills, enabling clear and professional interactions with customers and internal teams. Strong organizational and time management skills with the ability to handle multiple priorities simultaneously while sustaining accuracy and efficiency. Ability to work effectively both independently and collaboratively across departments, while maintaining strict confidentiality of customer information. Familiarity with relevant regulatory requirements and a commitment to ensuring all billing activities comply with company policies, industry standards, and legal obligations. Working Conditions Hybrid - remote and office-based work environment.