Customer Support Agent:
On behalf of our Utilities client, Procom is searching for a Customer Support Agent for a 12 month contract role. This position is a hybrid position with 3 days onsite at our client’s Toronto office.
Customer Support Agent - Job Description:
The Customer Support Agent plays a crucial role in the meter-to-cash process, ensuring customers receive accurate and professional service across all channels. This position involves customer communication and hands-on billing, collections, and reconciliation work, requiring strong attention to detail and the ability to navigate multiple systems.
Customer Support Agent - Responsibilities:
- Obtains, validates, and analyzes customer information to support meter-to-cash processes and systems
- Builds and maintains customer relationships through various communication channels
- Analyzes and resolves customer billing issues, ensuring metering and billing data accuracy
- Negotiates payment arrangements on past-due balances and prepares accounts for collections
- Prepares and processes documentation related to bankruptcies, foreclosures, and insolvencies
- Prepares billing data, reviews collections queues, and manages security deposits
- Liaises with external parties to coordinate collections and severance activities
- Performs daily bank reconciliation and reconciles customer payments to the general ledger
- Coordinates with other divisions to process non-electricity invoices and resolves payment issues
- Leads and reviews work, answering inquiries and providing guidance as needed
- Performs general administrative/clerical duties
- Follows all safety rules and regulations
Customer Support Agent - Mandatory Skills:
- Strong customer service skills across phone, written, and in-person channels
- Solid understanding of billing, collections, and account remediation processes
- Experience negotiating payment arrangements with customers
- Working knowledge of utility rate structures and meter types
- Experience with account reconciliation and general ledger
- Strong analytical and problem-solving skills with attention to detail
- Ability to navigate and work across multiple systems/software simultaneously
Customer Support Agent – Nice-to-Have Skills:
- Experience with formal documentation preparation (e.g., bankruptcy, insolvency)
- Comfortable liaising with external stakeholders
- Basic leadership/coaching ability
- General administrative proficiency (MS Office or equivalent)
- Strong safety awareness
Customer Support Agent – Assignment Length:
This is a 12 month contract position.
Customer Support Agent - Start Date:
ASAP
Customer Support Agent - Assignment Location:
Toronto, Ontario, Canada. This is a hybrid position with 3 days in office.
