Communications Specialist, Customer Experience (CX)

Medium; Toronto; On-site; CAD 60,000 - 75,000; Full time

Job summary

A leading submetering solutions provider in Toronto is seeking a Communications Specialist to enhance customer interactions and support customer experience initiatives. The role involves creating customer materials, analyzing feedback, and collaborating with teams to optimize communications. The ideal candidate has a degree in a related field, 3-5 years of experience, and strong communication skills. Benefits include 100% covered health and dental insurance, retirement plans, and opportunities for professional growth.

Benefits

100% company covered health and dental benefits

Deferred Profit Sharing Plan and RRSP Matching

Coverage for professional designation fees

Paid personal and sick days

Summer hours

Company sponsored social events

Qualifications

• 3-5 years of experience in communications, customer experience, marketing, or a related role.
• Ability to interpret customer feedback data.
• Knowledge of UX/UI principles and methodologies is a plus.

Responsibilities

• Lead initiatives to refine the customer experience.
• Monitor and analyze customer feedback data.
• Ensure all communications are consistent across customer touchpoints.

Skills

Communication skills

Customer experience

Critical thinking

Detail-oriented

Education

Bachelor's degree in marketing, Business, Communications, or a related field

Tools

Salesforce

Microsoft 365

Google Analytics

SendGrid

Medallia

Job description

About Metergy Solutions Inc. (“Metergy”)

As one of North America’s most experienced submetering providers, Metergy Solutions has brought turnkey solutions to clients for over 20 years. Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multifamily and commercial buildings, and bills and collects the utility consumption.

Our innovative Submetering as a Service (SaaS) model generates long-term recurring revenue and has been proven to reduce in-suite energy consumption by an impressive 40%, significantly advancing our clients' decarbonization efforts. This outstanding performance has enabled Metergy to issue green bonds and secure green financing, fueling our sustained growth and creating extraordinary career opportunities for our team.

As the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy boasts over 850,000 contracted meters, issues more than 2 million utility invoices annually, and employs over 400 dedicated team members. Our successful acquisitions have consistently exceeded expectations, unlocking immense growth potential.

Metergy is proudly a portfolio company of Brookfield Infrastructure Partners, one of the world’s largest investors, owners, and operators of infrastructure assets across the utilities, transport, energy, data, and sustainable resources sectors. This partnership provides Metergy with access to substantial capital, infrastructure investment expertise, and a global reach, positioning us for continued success and innovation.

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.

At Metergy, we don't just believe in our people; we champion them. When individuals feel valued, supported, and inspired to grow, incredible things happen. That's why we're thrilled to be recognized as a Great Place to Work for the second consecutive year! This achievement reflects our unwavering commitment to building a workplace that's respectful, inclusive, and high-performing.

Come be part of a team that leads with passion, thrives on positivity, and delivers with precision. We're proud of who we are and even prouder of where we're headed.

Role Overview

Step into the dynamic world of customer experience as our Communications Specialist! You'll be the force behind delivering unforgettable customer interactions, working closely with the Manager, Customer Experience. Your mission? To create and deploy engaging customer-facing materials, uncover trends in customer feedback, and respond to customer commentary with purpose. As a key player in our team, you'll ensure our customers are not just satisfied, but delighted, all while upholding our brand's standards.

Key Responsibilities

• Lead internal and external initiatives to refine the customer experience.
• Monitor and analyze customer feedback data to identify trends and areas for improvement.
• Respond to customer inquiries and reviews (i.e., Google Reviews) in a timely and professional manner.
• Maintain a centralized library of customer communication materials, including emails, notifications, and documentation, as well as how these are deployed.
• Collaborate with cross-functional teams to ensure consistency in external communication standards and meeting their business needs.
• Support the Manager, Customer Experience in optimizing user experience for the Metergy customer portal and Metergysolutions.com website.
• Participate in customer journey mapping initiatives to identify pain points and opportunities for improvement throughout the customer lifecycle.
• Coordinate customer feedback surveys and analyze results to provide actionable insights.
• Support strategies to improve customer engagement and retention.
• Ensure that all communications and branding are consistent across customer touchpoints, including web, portal, and communications.
• Organize and participate in customer focus groups to gather feedback and insights.
• Track and report on key performance indicators (KPIs) related to customer experience initiatives.
• Other duties as assigned.

Qualifications

• Bachelor's degree in marketing, Business, Communications, or a related field.
• 3-5 years of experience in communications, customer experience, marketing, or a related role. Co-op experience counts!
• Proficiency in using customer relationship management (CRM) systems e.g. Salesforce, and other relevant software, Microsoft 365, etc.
• Familiarity with the following platforms is preferred: Google analytics, SendGrid, and Medallia (Stella Connect).
• Strong critical thinking skills with the ability to interpret customer feedback data.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with cross-functional teams.
• Detail-oriented with strong organizational skills.
• Knowledge of UX/UI principles and methodologies is a plus.
• Knowledge of SEO principles is a plus.

Benefits & Perks

• 100% company covered health and dental benefits from day 1.
• Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching.
• Grow with us! We cover annual fees for your professional designation.
• Paid personal and sick days on top of your vacation.
• Summer hours to enjoy the weather.
• Company sponsored social events & more!

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.