Customer Onboarding and Billing Plan Manager

Provident Energy Management Inc. is a leading Energy Services Company (ESCO) in the Greater Toronto Area that specializes in the multi-residential market, with an emphasis on high rise condominiums. Since 1985, we have supported our clients' energy savings and sustainability objectives through our provision of state-of-the-art building automation and sub-metering services.

Provident's 100+ person team includes engineers, certified energy managers, and building systems engineering technologists among other disciplines. We are focused on providing our team with professional development and growth opportunities along with challenging work and a supportive environment.

We are proud of our diversity and positive work culture where team members support each other. We have regular company and team-building events. We offer a competitive compensation and benefits package including a Health Spending Account, Group RRSP and Flex Days.

ROLE

The Customer Onboarding & Billing Plan Manager is responsible for providing leadership and accountability for all day-to-day operations within customer onboarding and billing plan implementation. This position will ensure that billing plans are implemented accurately and will be responsible for timely onboarding of new customers. The Customer Onboarding & Billing Plan Manager will ensure work quality and accuracy, resolve customer escalations, and research and recommend improvements.

RESPONSIBILITIES

Essential Duties and Responsibilities include, but are not limited to the following:

• Manage the Onboarding Supervisor, and indirectly the Onboarding team by providing leadership and development through effective counsel, coaching, training and performance management.
• Ensure there is no revenue leakage and all meters are billed accurately and appropriately.
• Ensure new buildings are set up correctly in the billing system as per the contractual terms.
• Collaborate with the project management and client relations teams to ensure billing plans are being implemented correctly.
• Reconcile energy consumption data and generate supporting documents to share with the clients.
• Streamline the collections process for the entities within the billing plans by proactively communicating before sending the first bills.
• Utilize basic SQL knowledge to investigate billing, metering, and service discrepancies.
• Design, implement and enforce team policies and procedures as well as improve existing processes.
• Ensure that all team policies and processes adhere to the OEB Sub-Metering Code.
• Proactively and professionally communicate with clients and internal partners on a regular basis, in a collaborative and proactive manner.
• Any and all other duties as assigned to meet Company objectives.

REQUIREMENTS

• University degree in Quantitative discipline (such as Business Administration, Accounting, Engineering)
• Basic knowledge of accounting principles, practices, and procedures.
• Experience with basic SQL.
• Minimum five (5) years' experience in a supervisory role within the utility or telecommunication industry, in customer billing/onboarding.
• Knowledge of the OEB Sub-Metering Code preferred
• Computer literacy with Microsoft Office Suite
• Advanced Microsoft Excel skills
• Excellent customer services skills
• Self-starter with strong leadership and coaching skills with an ability to motivate direct reports.
• Strong analytical skills with attention to detail and accuracy
• Able to effectively communicate both verbally and in writing.
• Able to work in a fast-paced team environment.

WORKING CONDITIONS

• Mix of onsite & home office environment.
• Manual dexterity required to use desktop computer and peripherals.
• Regular interaction with staff, clients and visitors.
• Overtime may be required on an occasional basis
• Lifting or moving up to 10 lbs may be required.

The Company has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005. Our Accessibility policies are available in a number of formats. Should you wish access to these documents, or should you require any accommodations, please contact Human Resources.