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 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 in Fall 2026!
The Customer Care Representative serves as a recognized subject matter expert, responsible for resolving complex billing issues, customer escalations, and non‑routine service challenges requiring advanced analysis, sound judgment, and deep system knowledge.
This role is designed for experienced professionals who demonstrate strong critical thinking, exceptional attention to detail, and leadership behaviors without direct authority. In addition to case resolution, contribute to continuous improvement, knowledge sharing, and process optimization, supporting both operational excellence and team capability building.
This role is on-site with an opportunity to go hybrid in the future.

Key Accountabilities

• Independently analyze and resolve complex billing corrections, including cancel/re-bills, ensuring compliance with policies
• Complete and validate advanced move in and move out field activities within the Oracle CCB system, ensuring data accuracy and system integrity
• Manage high complexity customer inquiries and escalations, applying expert judgment, diplomacy, and professionalism
• Respond to incoming calls in a queue-based environment while serving as a resource for lower complexity overflow or escalated calls
• Investigate and resolve multi system discrepancies across billing, payments, and customer accounts
• Provide expert handling of billing disputes and complaints, with thorough issue investigation and recommendations for sustainable resolution
• Establish and manage complex customer payment arrangements in alignment with policies and risk guidelines
• Accurately document customer interactions and decisions, ensuring traceability and quality standards are met
• Identify trends and recurring issues, contributing to process improvements, job aids, and knowledge base enhancements
• Participate in calibration, quality discussions, and operational initiatives requiring Management insight
• Demonstrate strong emotional intelligence by responding to customer concerns with empathy, professionalism, and sound judgment
• In addition to handling inbound call volume, support customers through email channels ensuring quick turnaround.
• Participate in ongoing schedule rotations as required to support volume and customer demand between 10am – 6pm EST Monday to Friday in a hybrid working environment.
• Manage customer escalations with high degree of professionalism utilizing deescalation tactics.
• Participate in ongoing training as required to support the needs of the business.

Qualifications:

• Previous experience in an inbound call center role (preferably Utilities/Energy/Submetering) requiring problem resolution and independent judgment
• High school diploma and 2+ years of equivalent experience/training required
• Utilities industry experience and skills are considered strong assets
• Demonstrate critical thinking and analytical skills, with the ability to investigate and resolve nonstandard issues
• Exceptional attention to detail and accuracy when working across multiple systems
• Strong interpersonal skills and ability to collaborate in a fast‑paced, team‑based environment
• Clear, professional communication skills in English (verbal and written), with strong grammar and spelling
• Ability to remain calm, professional, and solution focused during challenging or high stress interactions
• Proficient keyboarding skills and experience working with Microsoft Word and Excel
• Experience navigating multiple systems simultaneously
• Working knowledge of Oracle CCB, Genesys Cloud, and SharePoint is a definite asset
• Strong organizational skills with the ability to prioritize work effectively in a changing environment
• Demonstrated adaptability and willingness to build subject matter expertise

This posting is for an existing vacancy. Metergy does not use artificial intelligence (AI) to screen, assess, or select candidates.
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.