Customer Billing Specialist

Contract Duration: 12 months Work Location: 500 Commissioners Street Schedule: Hybrid – Tuesday, Wednesday & Thursday in office; Monday & Friday remote Hours: 35 hours/week We are seeking a Customer Support Agent with strong customer service, billing, and collections experience, ideally within a utility environment. This role requires someone comfortable handling both incoming customer calls and outbound collections calls. The ideal candidate will be confident communicating with residential and commercial customers, resolving billing concerns, handling difficult conversations professionally, and finding effective solutions. Key Responsibilities Handle inbound calls from residential and commercial customers and provide accurate, timely assistance. Make outbound calls for account collections, including following up on past-due balances and negotiating payment arrangements. Obtain, validate, and analyze customer information to support billing and account processes. Analyze and resolve billing, payment, and account issues while ensuring data accuracy. Negotiate payment arrangements and perform collection activities, including skip tracing, final bills, write-offs, and documentation for external collection agencies. Prepare and process documentation related to bankruptcies, foreclosures, and insolvencies. Review billing and collections queues and process billing adjustments, cancellations, and rebills. Apply knowledge of residential and commercial utility billing, rate structures, meter types, and demand/load calculations. Assess and manage security deposits and investigate discrepancies involving customer payments and billing. Communicate with internal departments, field staff, contractors, inspectors, external agencies, and customers as required. Investigate and resolve customer, billing, coding, and payment issues. Perform administrative and clerical activities associated with customer accounts and general office functions. Follow established processes, safety requirements, and regulatory guidelines. Qualifications & Skills Strong customer service and communication skills with confidence handling customers by phone. Experience handling high-volume inbound customer calls. Proven experience making outbound collections calls and following up on overdue accounts. Experience working with billing accounts, preferably within a utility/electricity environment. Ability to communicate professionally and diffuse difficult or escalated customer situations. Strong problem-solving, analytical, and organizational skills. Comfortable discussing past-due balances, payments, and collections with customers. Experience supporting both residential and commercial accounts. Strong computer skills and the ability to learn new systems quickly. Oracle-based CC&B/CCMB experience is an asset, but training will be provided as needed. Ability to work independently while collaborating effectively with internal teams.

Manage inbound and outbound calls to resolve billing issues and collect past-due balances for residential and commercial utility customers. Process account adjustments, handle bankruptcy documentation, and collaborate with internal departments to ensure data accuracy.

Requires strong customer service and collections experience, preferably within a utility environment. Candidates should be proficient in handling high-volume calls and resolving escalated billing disputes professionally.

• Customer servicePreferred
• Problem solvingPreferred

Identified from the job description. Confirm important requirements above.

• Customer Service
• Billing
• Collections
• Utility Billing
• Account Analysis
• Payment Negotiation
• Skip Tracing
• Conflict Resolution
• Oracle CC&B/CCMB
• Data Accuracy
• Residential Account Management
• Commercial Account Management
• Problem Solving
• Communication Skills
• Organizational Skills
• Computer Literacy

• Customer Service & Support
• Finance & Accounting
• Energy
• Administrative

Minimum experience

2+ years

Apply by

Sep 25, 2026

Posting language

English

Working hours

35 hours per week

Office presence

3 days per week

Seniority

Associate

Application method

Direct apply is available