Customer Relations Specialist (Contact Centre)

Job description

**About Metergy Solutions Inc. (“Metergy”)** Metergy has the energy, rapid growth and excitement of a startup, together with a rock-solid, recession-proof business that has a 45 year track record. We’re a technology company that drives huge carbon emission reductions. This is a once-in-a-career opportunity. As one of North America’s most experienced submetering providers, Metergy has brought turnkey solutions to clients for over 45 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multi-residential and commercial buildings, and bills and collects for the cost of commodities and administrative charges for the services provided. The business model allows for long-term recurring revenue through an innovative Submetering as a Service (SaaS) model. Submetering is proven to reduce in-suite energy consumption by 40%, driving decarbonization efforts for Metergy’s clients. This performance has enabled Metergy to issue green bonds and obtain green financing. Positioned as the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy has more than 900,000 contracted meters, issues over 4M utility bills annually and has over 500 team members. Metergy is a portfolio company of Brookfield Infrastructure Partners. Brookfield is one of the world’s largest investors, owners and operators of infrastructure assets across the utilities, transport, energy, data and sustainable resources sectors. This sponsorship provides Metergy with access to large-scale capital, infrastructure investment expertise and global reach. **Our Mission** Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good. At Metergy, we don’t just believe in our people; we champion them. When individuals feel valued, supported, and inspired to grow, incredible things happen. That’s why we’re thrilled to be recognized as a [Great Place to Work](https://www.greatplacetowork.ca/en/certified-company/z4870188000051659502) for the **second consecutive year**! This achievement reflects our unwavering commitment to building a workplace that’s respectful, inclusive, and high-performing. Come be part of a team that leads with **passion**, thrives on **positivity**, and delivers with **precision**. We’re proud of who we are and even prouder of where we’re headed. **Metergy office location is in Markham but will be moving to North York toward the end of 2026!** **Position Summary** This position is accountable for enhancing the customer experience through providing timely, helpful and professional assistance to customers who contact us. ### Responsibilities - Responding to telephone service requests in a fast-paced environment on a queue; incoming calls - Participate in special projects and initiatives as assigned - Ensure timely resolution of all inquires - Electronic customer inquiries; Processing forms, applications and customer service requests emails - Researching, analyzing and providing resolution to customer billing complaints - Scheduling customer payment arrangements - Recording and tracking detailed customer interactions and transactions - Initiating and handling all inbound and outbound calls on delinquent accounts - Escalating accounts according to Collections policies and procedures. - Displaying professional telephone etiquette when communicating with customers - Set up disconnections and reconnections - Report preparation and analysis on outstanding balances ### Requirements - Must have previous call centre experience in an inbound call centre environment and/or experience with direct customer interaction in a service-oriented environment. - Minimum high school diploma or equivalent experience / training. - Clear and effective communication skills - Ability to remain calm and professional in stressful situations - Ability to manage conflict - Utility, Telecom Industry Experience is considered an asset - Detail oriented, analytical and inquisitive - Strong problem-solving skills. - Ability to work in a fast-paced environment. - Good keyboarding skills with experience with both Word and Excel software - Experience working in multiple systems - Ability to adapt to a changing environment - Strong organizational and prioritization skills