Metergy Solutions Inc.
Utilities
CustomerCareRepresentative
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Care Representative at Metergy Solutions Inc.. Skills: Billing issue resolution, Customer escalations, System analysis. Analyze and resolve complex billing corrections. Complete and validate advanced move in and move”
Industry & Context.
Problem resolution; Independent judgment; Critical thinking; Analytical skills; Investigate issues; Resolve nonstandard issues; Sound judgment; Issue investigation; Sustainable resolution
10am – 6pm EST Monday to Friday
What They're Looking For.
Must Have
2+ years of equivalent experience/training, High school diploma, Experience in an inbound call center role, Problem resolution and independent judgment, Critical thinking and analytical skills, Ability to investigate and resolve nonstandard issues, Exceptional attention to detail and accuracy, Interpersonal skills, Ability to collaborate in a fast-paced, team-based environment, Clear, professional communication skills in English, Ability to remain calm, professional, and solution focused, Proficient keyboarding skills, Experience working with Microsoft Word and Excel, Experience navigating multiple systems simultaneously, Organizational skills, Ability to prioritize work effectively, Demonstrated adaptability, Willingness to build subject matter expertise
Nice to Have
Previous experience in Utilities/Energy/Submetering, Utilities industry experience and skills, Working knowledge of Oracle CCB, Working knowledge of Genesys Cloud, Working knowledge of SharePoint
What You'll Do.
Analyze and resolve complex billing corrections
Complete and validate advanced move in and move
Manage high complexity customer inquiries and escalations
Respond to incoming calls in a queue-based environment
Serve as a resource for lower complexity overflow
Investigate and resolve multi system discrepancies
Provide expert handling of billing disputes and complaints
Establish and manage complex customer payment arrangements
Accurately document customer interactions and decisions
Identify trends and recurring issues
Contribute to process improvements
Participate in calibration
and operational initiatives
Respond to customer concerns with empathy
Support customers through email channels
Ensure quick turnaround for email support
Participate in ongoing schedule rotations
Support volume and customer demand
Manage customer escalations with high degree of professionalism
Utilize deescalation tactics
Participate in ongoing training
How You'll Work.
Team & Collaboration
Team-based environment
Communication Scope
Professional communication; Verbal communication; Written communication
Full Job Description
## 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 peop
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