Customer Relations Specialist (Contact Centre)

About Metergy Solutions Inc.

Metergy combines the agility and drive of a startup with the stability of a well-established business that has been operating for over 45 years. This technology company focuses on significantly reducing carbon emissions through innovative submetering services. Recognized as a leading provider in North America, Metergy specializes in supplying, installing, and remotely reading meters to monitor electricity, water, gas, and thermal energy usage in multi-residential and commercial buildings. Their service model allows for sustainable recurring revenue while contributing to energy conservation and decarbonization efforts by reducing in-suite energy use by approximately 40%. Supported by Brookfield Infrastructure Partners, Metergy boasts over 900,000 contracted meters and issues more than 4 million utility bills annually.

Position Summary

The Customer Relations Specialist is responsible for improving customer satisfaction by delivering timely, courteous, and professional support to customers contacting the company.

Key Responsibilities

• Handle inbound telephone service inquiries efficiently within a fast-paced call queue environment.
• Assist with special projects and company initiatives as needed.
• Ensure prompt resolution of customer queries and issues.
• Manage electronic customer communications, including processing forms, applications, and service request emails.
• Investigate, analyze, and resolve billing complaints.
• Arrange payment plans for customers as required.
• Document and track detailed records of customer interactions and transactions.
• Manage inbound and outbound calls related to delinquent accounts.
• Escalate accounts following company Collections policies and procedures.
• Maintain professional and courteous telephone communication with customers at all times.
• Coordinate disconnections and reconnections of service as necessary.
• Prepare reports and perform analysis on outstanding balances.

Qualifications and Skills

• Prior experience working in inbound call centers or direct customer service roles is essential.
• Minimum educational requirement is a high school diploma or equivalent experience/training.
• Strong verbal communication skills with the ability to remain calm and professional under pressure.
• Competent conflict management and problem-solving abilities.
• Experience in utility or telecommunications industries is advantageous.
• Attention to detail with analytical and inquisitive mindset.
• Ability to thrive in a dynamic, fast-paced environment with multiple systems.
• Proficient keyboarding skills, familiarity with Word and Excel software.
• Adaptability to changing workplace conditions with strong organizational and prioritization capabilities.

Compensation and Benefits

The salary range corresponds to base pay; additional discretionary bonuses and benefits form part of the total remuneration package.

• Comprehensive health and dental benefits fully paid by the company starting on day one.
• Company-funded Health Spending Account to support employee health needs.
• Retirement planning assistance through Deferred Profit Sharing Plan (DPSP) and RRSP matching contributions.
• Opportunities and support for professional development and continuous learning.
• Paid personal and sick leave in addition to vacation time.
• Flexible summer working hours to enjoy favorable weather.
• Company-sponsored social events and other workplace engagement activities.

Additional Information

This role fills an existing vacancy. The recruitment procedure is inclusive, providing necessary accommodations for applicants with disabilities on request. Metergy utilizes artificial intelligence technology solely for taking interview notes but does not employ AI for candidate screening or selection processes. The Metergy office is currently located in Markham with planned relocation to North York by late 2026.