Customer Care Representative (6 months)

About Metergy Solutions Inc. (“Metergy”)

As one of North America’s most experienced submetering providers, Metergy Solutions has brought turnkey solutions to clients for over 20 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multifamily and commercial buildings, and bills and collects the utility consumption.

Our innovative Submetering as a Service (SaaS) model generates long-term recurring revenue and has been proven to reduce in-suite energy consumption by an impressive 40%, significantly advancing our clients' decarbonization efforts. This outstanding performance has enabled Metergy to issue green bonds and secure green financing, fueling our sustained growth and creating extraordinary career opportunities for our team.

As the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy boasts over 850,000 contracted meters, issues more than 2 million utility invoices annually, and employs over 400 dedicated team members. Our successful acquisitions have consistently exceeded expectations, unlocking immense growth potential.

Metergy is proudly a portfolio company of Brookfield Infrastructure Partners, one of the world’s largest investors, owners, and operators of infrastructure assets across the utilities, transport, energy, data, and sustainable resources sectors. This partnership provides Metergy with access to substantial capital, infrastructure investment expertise, and a global reach, positioning us for continued success and innovation.

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

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.

Position Summary

This position is accountable for enhancing the customer experience through providing timely, helpful and professional assistance to customers who contact us.

This role is temporary with a chance to extend or go permanent. Once fully trained there is a rotational schedule that allows work from home (hybrid). Overtime shifts are available at certain times in the year.

Training shifts are usually 8:00AM - 4:00PM or 9:00AM - 5:00PM. Once fully trained you may also support 10:00AM - 6:00PM shift.

All shifts are Monday- Friday.

Responsibilities:

- Canceling and re-billing corrections

- Completing move in and move out field activities in the Customer Care and Billing (CCB) system

- Responding to telephone service requests in a fast paced environment on a queue; incoming calls

- Electronic customer inquiries; Processing forms, applications and customer service requests emails

- Setting up & maintaining customer accounts including various billing /payment programs

- Researching, analyzing and providing resolution to customer billing complaints

- Scheduling customer payment arrangements

- Recording and tracking detailed customer interactions and transactions

Qualifications:

- 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

- Multi-lingual skills and previous experience in the utilities industry a definite asset

- Strong inter-personal skills and ability to work well in a fast paced team environment

- Clear and effective communication skills (in English -both oral & written with excellence in spelling and grammar)

- Strong analytical / problem solving skills

- Ability to remain calm and professional in stressful situations

- Good keyboarding skills with experience with both Word and Excel software

- Experience working in multiple systems

- Working knowledge in CCB Oracle system, Genesys cloud system and Sharepoint is a definite asset

- Ability to adapt to a changing environment

- Strong organizational and prioritization skills

Metergy’s recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.