Customer Care Representative

Metergy Solutions Inc.; Toronto; On-site; CAD 39,000 - 56,000; Full time

Job summary

Metergy Solutions Inc. in Markham/North York area is seeking a Customer Care Representative to resolve complex billing issues, handle escalations, and support both online and phone inquiries.

The role requires sharp analytical skills, strong attention to detail, and the ability to work in a hybrid environment with a 10am–6pm EST schedule. Experience in a utilities or submetering context is preferred, with a minimum of 2 years in an inbound call center.

Qualifications

• Previous experience in an inbound call center role (preferably Utilities/Energy/Submetering) requiring problem resolution and independent judgment
• High school diploma and 2+ years of equivalent experience/training required
• Utilities industry experience and skills are considered strong assets
• Demonstrate critical thinking and analytical skills, with the ability to investigate and resolve nonstandard issues
• Exceptional attention to detail and accuracy when working across multiple systems
• Strong interpersonal skills and ability to collaborate in a fast-paced, team-based environment
• Clear, professional communication skills in English (verbal and written), with strong grammar and spelling
• Ability to remain calm, professional, and solution focused during challenging or high stress interactions
• Proficient keyboarding skills and experience working with Microsoft Word and Excel
• Experience navigating multiple systems simultaneously
• Working knowledge of Oracle CCB, Genesys Cloud, and SharePoint is a definite asset
• Strong organizational skills with the ability to prioritize work effectively in a changing environment
• Demonstrated adaptability and willingness to build subject matter expertise

Responsibilities

• Independently analyze and resolve complex billing corrections, including cancel/re-bills, ensuring compliance with policies
• Complete and validate advanced move in and move out field activities within the Oracle CCB system, ensuring data accuracy and system integrity
• Manage high complexity customer inquiries and escalations, applying expert judgment, diplomacy, and professionalism
• Respond to incoming calls in a queue-based environment while serving as a resource for lower complexity overflow or escalated calls
• Investigate and resolve multi system discrepancies across billing, payments, and customer accounts
• Provide expert handling of billing disputes and complaints, with thorough issue investigation and recommendations for sustainable resolution
• Establish and manage complex customer payment arrangements in alignment with policies and risk guidelines
• Accurately document customer interactions and decisions, ensuring traceability and quality standards are met
• Identify trends and recurring issues, contributing to process improvements, job aids, and knowledge base enhancements
• Participate in calibration, quality discussions, and operational initiatives requiring Management insight
• Demonstrate strong emotional intelligence by responding to customer concerns with empathy, professionalism, and sound judgment
• In addition to handling inbound call volume, support customers through email channels ensuring quick turnaround
• Participate in ongoing schedule rotations as required to support volume and customer demand between 10am – 6pm EST Monday to Friday in a hybrid working environment
• Manage customer escalations with high degree of professionalism utilizing deescalation tactics
• Participate in ongoing training as required to support the needs of the business

Skills

Inbound call center experience

Problem resolution

Critical thinking

English communication

Multitasking across systems

Education

High school diploma

Tools

Oracle CCB

Genesys Cloud

SharePoint

Microsoft Word

Excel

Job description

About Metergy Solutions Inc. (\u201CMetergy\u201D)

Metergy has the energy, rapid growth and excitement of a startup, together with a rock-solid, recession-proof business that has a 45 year track record. We’re a technology company that drives huge carbon emission reductions. This is a once-in-a-career opportunity.

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.

Metergy office location is in Markham but will be moving to North York toward the end of 2026!

The Customer Care Representative serves as a recognized subject matter expert, responsible for resolving complex billing issues, customer escalations, and non‑routine service challenges requiring advanced analysis, sound judgment, and deep system knowledge.

This role is designed for experienced professionals who demonstrate strong critical thinking, exceptional attention to detail, and leadership behaviors without direct authority. In addition to case resolution, contribute to continuous improvement, knowledge sharing, and process optimization, supporting both operational excellence and team capability building.

This role is on‑site with an opportunity to go hybrid in the future.

Responsibilities

• Independently analyze and resolve complex billing corrections, including cancel/re‑bills, ensuring compliance with policies


• Complete and validate advanced move in and move out field activities within the Oracle CCB system, ensuring data accuracy and system integrity


• Manage high complexity customer inquiries and escalations, applying expert judgment, diplomacy, and professionalism


• Respond to incoming calls in a queue‑based environment while serving as a resource for lower complexity overflow or escalated calls


• Investigate and resolve multi system discrepancies across billing, payments, and customer accounts


• Provide expert handling of billing disputes and complaints, with thorough issue investigation and recommendations for sustainable resolution


• Establish and manage complex customer payment arrangements in alignment with policies and risk guidelines


• Accurately document customer interactions and decisions, ensuring traceability and quality standards are met


• Identify trends and recurring issues, contributing to process improvements, job aids, and knowledge base enhancements


• Participate in calibration, quality discussions, and operational initiatives requiring Management insight


• Demonstrate strong emotional intelligence by responding to customer concerns with empathy, professionalism, and sound judgment


• In addition to handling inbound call volume, support customers through email channels ensuring quick turnaround.


• Participate in ongoing schedule rotations as required to support volume and customer demand between 10am – 6pm EST Monday to Friday in a hybrid working environment.


• Manage customer escalations with high degree of professionalism utilizing deescalation tactics.


• Participate in ongoing training as required to support the needs of the business.

Qualifications

• Previous experience in an inbound call center role(preferably Utilities/Energy/Submetering)requiring problem resolution and independent judgment


• High schooldiploma and 2+ years ofequivalent experience/training required


• Utilities industry experience and skills are considered strong assets


• Demonstrate critical thinking and analytical skills, with the ability to investigate and resolve nonstandard issues


• Exceptional attention to detail and accuracy when working across multiple systems


• Strong interpersonal skills and ability to collaborate in a fast‑paced, team‑based environment


• Clear, professional communication skills in English (verbal and written), with strong grammar and spelling


• Ability to remain calm, professional, and solution focused during challenging or high stress interactions


• Proficient keyboarding skills and experience working with Microsoft Word and Excel


• Experience navigating multiple systems simultaneously


• Working knowledge of Oracle CCB, Genesys Cloud, and SharePoint is a definite asset


• Strong organizational skills with the ability to prioritize work effectively in a changing environment


• Demonstrated adaptability and willingness to build subject matter expertise

$25 - $25 an hour

This is an hourly rate with ability to go from temporary to permanent.

This posting is for an existing vacancy.

Metergy does not use artificial intelligence (AI) to screen, assess, or select candidates.

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.