Customer Support Agent

Job Description

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.

This employer uses both human and technology-assisted tools to support candidate screening and assessment. Final hiring decisions are made by people.