Customer Success Specialist

3 months ago

Unionville, Canada Metergy Solutions Full time

**About Metergy Solutions Inc. (“Metergy”)**

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**:
The Client Success Specialist role maximizes capture of billable services through reconciliation of supplied client and Metergy data for assigned clients, working closely with Client Managers. Specialists perform client outreach as necessary and at regular intervals on behalf of Metergy teams and facilitate related outcome activities. This role reports to our Senior Client Success Manager, supporting Client Success Managers as assigned, and maintains a strong ongoing relationship with property management to enable quick response to client inquiries, requests, and other initiatives or priorities.

**Accountabilities**:

- Support building owners, and Property Managers in partnership with Metergy Client Managers
- Work with all stakeholders and establish productive relationship as a trusted partner, both internal and external
- Perform first level screening and resolution of client queries
- Ensure timely and accurate summary of client inquiries to Client Managers to support inquiry resolution when escalating
- Obtain documentation relating to inquiries supporting property stakeholders, conveying relevant information to Client Managers and various internal teams
- Assist in outreach programs and client communications that enhance Metergy’s program delivery
- Provide supplemental Metergy training supporting enrollment or billing activities, as required
- Attend meetings by request to represent Metergy and/or provide education to internal and external stakeholders
- Actively participate in internal meetings, providing status reports verbal or written status updates
- Analyze and audit data while resolving typical inquiries using technical or non-technical resources
- Collaborate with cross-functional work teams, both internal and external
- Maintain process and procedures for delivery of outreach programs for all utility types
- Share or produce reports related to enrollments, consumption, billing, and remittances, as requested or required
- Proactively identify and make recommendations for business improvement processes
- Maintain customer files on proprietary databases, updated to current, as necessary
- Participate in special projects, initiatives, sales calls, and other opportunities, as assigned

**Qualifications**:
This position requires an outgoing, highly motivated, service-oriented self-starter with:

- Post-secondary education or equivalent work experience and/or prior related work experience in utility metering or billing
- Excellent planning, organization, and communication skills, both written and verbal, with ability to confidently present information to internal and external teams, Property Managers, etc.
- Demonstrated ability to work independently within compressed timelines
- Ability to prioritize, solve, and where appropriate, escalate problems
- Strong decision making and analytical skills

Metergy’s recruitment process includes accommodation for applicants with disabilities. All accommodation will consider the applicant’s accessibility needs due to disability and are available upon request.

**Benefits**:

- Dental care
- On-site parking
- Paid time off
- RRSP match
- Vision care

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Unionville, ON L6G 1B3

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