Customer Relations Specialist - Bilingual (English/Spanish)

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. 

We are proud to be certified as a Great Place to Work , reflecting our ongoing commitment to cultivating a respectful, inclusive, and high-performing workplace where people thrive.

Position Summary  

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

Accountabilities:

• 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

Qualifications:

• Bilingual Spanish And English
• Clear and effective communication skills (in English and Spanish -both oral & written with excellence in spelling and grammar) 
• Ability to manage conflict 
• Utility, Telecom Industry experience is an asset 
• Detail oriented, analytical and inquisitive 
• Excellent customer service orientation and strong communication skills.
• Strong problem-solving skills.
• Detail oriented
• Ability to work in a fast-paced environment.
• 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. 
• 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 
• Ability to adapt to a changing environment 
• Strong organizational and prioritization skills 

Benefits & Perks

• 100% company covered heath and dental benefits from day 1

• Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching

• Grow with us! We cover annual fees for your professional designation

• Paid personal and sick days on top of your vacation

• Summer hours to enjoy the weather

• Company sponsored social events & more!

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.