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Customer Relations Specialist

2 months ago

Markham ON, Canada Metergy Solutions Full time

Customer Relations Specialist

About Metergy Solutions Inc. (“Metergy”)

As one of North America’s most experienced submetering providers, we’ve brought turnkey solutions to our clients for over 15 years. We help our customers effectively manage their utility consumption as we supply, install and remotely read electricity, water and thermal submeters. Across all building types, retrofit or new construction, we have the knowledge, equipment and staff to deliver a comprehensive solution from design, to implementation to billing. We are focused on maintaining strong customer relationships and value team collaboration to achieve our goals. For more information about Metergy, please visit us online

Metergy is a portfolio company of Brookfield Infrastructure. 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.

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:

  • 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.
  • 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.
  • Clear and effective communication skills (in English -both oral & written with excellence in spelling and grammar)
  • 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
  • Ability to adapt to a changing environment
  • Strong organizational and prioritization skills

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.