Customer Care Representative
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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.
Key Responsibilities
- 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.
Requirements
- 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
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