Communications Specialist, Customer Experience (CX)

Metergy Solutions; Markham; On-site; CAD 50,000 - 85,000; Full time

Job summary

Join a forward-thinking company as a Communications Specialist focused on enhancing customer experience. In this dynamic role, you will create engaging materials, analyze customer feedback, and ensure brand consistency across all interactions. Your contributions will directly impact customer satisfaction and retention. This innovative firm is committed to empowering its team members and fostering a positive workplace culture. If you are passionate about customer engagement and have a knack for communication, this opportunity is perfect for you!

Qualifications

• 3-5 years of experience in communications or customer experience roles.
• Proficiency with CRM systems and strong analytical skills.

Responsibilities

• Lead initiatives to improve customer experience and satisfaction.
• Analyze customer feedback trends to generate actionable insights.

Skills

Customer Experience

Communication Skills

Analytical Skills

Collaboration

Detail-oriented

Education

Bachelor's degree in Marketing

Bachelor's degree in Business

Bachelor's degree in Communications

Tools

Salesforce

Microsoft 365

Google Analytics

SendGrid

Medallia (Stella Connect)

Job description

Communications Specialist, Customer Experience (CX)

2 weeks ago Be among the first 25 applicants

About Metergy Solutions Inc. (“Metergy”)
As one of North America’s most experienced submetering providers, Metergy Solutions has delivered turnkey solutions for over 20 years. We supply, install, and remotely read meters to measure utility consumption in multifamily and commercial buildings, billing and collecting utilities such as electricity, water, gas, and thermal energy.

Our innovative Submetering as a Service (SaaS) model generates recurring revenue and reduces in-suite energy consumption by 40%, supporting clients' decarbonization efforts. This success has enabled Metergy to issue green bonds and secure green financing, fueling growth and creating career opportunities.

As the #1 submeter provider in the New York and Canadian markets, and among the largest in North America, Metergy has over 850,000 contracted meters, issues more than 2 million utility invoices annually, and employs over 400 team members. Our growth is driven by successful acquisitions and strategic expansion.

Metergy is a portfolio company of Brookfield Infrastructure Partners, providing access to capital, infrastructure expertise, and a global reach, positioning us for continued success.

Our Mission

To provide building owners and occupants with accurate utility data through expert turnkey submetering and billing, fostering a workplace where team members are empowered to make a positive impact.

Role Overview

You will be responsible for delivering exceptional customer interactions, working closely with the Manager, Customer Experience. Your tasks include creating engaging customer materials, analyzing customer feedback trends, and responding to customer comments to ensure satisfaction and brand consistency.

Key Responsibilities

1. Lead initiatives to improve the customer experience.
2. Monitor and analyze customer feedback for insights and improvements.
3. Respond promptly and professionally to customer inquiries and reviews.
4. Maintain a library of customer communication materials and deployment methods.
5. Collaborate with teams to ensure consistent external communication standards.
6. Support website and portal user experience improvements.
7. Participate in customer journey mapping and feedback surveys.
8. Analyze feedback results to generate actionable insights.
9. Implement strategies to enhance customer engagement and retention.
10. Ensure branding consistency across all touchpoints.
11. Organize and participate in customer focus groups.
12. Track and report on customer experience KPIs.
13. Perform other duties as assigned.

Qualifications

• Bachelor's degree in marketing, Business, Communications, or related field.
• 3-5 years of experience in communications, customer experience, or marketing roles.
• Proficiency with CRM systems (e.g., Salesforce) and Microsoft 365.
• Familiarity with platforms like Google Analytics, SendGrid, Medallia (Stella Connect) is preferred.
• Strong analytical skills for interpreting customer feedback.
• Excellent written and verbal communication skills.
• Ability to collaborate across teams.
• Detail-oriented with strong organizational skills.
• Knowledge of UX/UI principles and SEO is a plus.

Metergy’s recruitment process accommodates applicants with disabilities, considering accessibility needs upon request.