Customer Relations Specialist

2 weeks ago

Markham, Canada Metergy Solutions Inc. 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
Through trustworthy expertise in submetering solutions, we empower our clients to make their buildings more marketable and residents to reduce their energy consumption.

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
- 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.
- 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.
- 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
- Experience working in multiple systems
- Ability to adapt to a changing environment
- Strong organizational and prioritization skills

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