Customer Care Representative

NextGenEnergyJobs; Toronto; Hybrid; CAD 55,000 - 65,000; Full time

Job summary

Metergy is seeking a customer-focused billing specialist to independently analyze corrections and manage escalations. You will work across Oracle CCB, Genesys Cloud, and SharePoint in a hybrid Toronto-area environment. Strong problem solving, communication, and data accuracy are essential to succeed.

The role emphasizes customer empathy, high attention to detail, and collaboration within a fast-paced team while supporting email and inbound calls during business hours.

Qualifications

• High school diploma required.
• 2+ years in inbound call center or utilities/energy/submetering experience preferred.
• Experience with billing corrections and data systems is a plus.
• Strong English communication and meticulous attention to detail.

Responsibilities

• Analyze and resolve complex billing corrections and re-bills.
• Complete move in/out field activities in Oracle CCB with accuracy.
• Handle high complexity inquiries and escalations with professionalism.
• Respond to calls and support overflow or escalated contact via email.
• Investigate multi-system discrepancies in billing, payments and accounts.
• Document customer interactions for traceability and quality.

Skills

Customer service

Problem solving

Communication

Attention to detail

Multitasking

Teamwork

Calm under pressure

English proficiency

Education

High school diploma

2+ years experience

Tools

Oracle CCB

Genesys Cloud

SharePoint

Microsoft Word

Microsoft Excel

Job description

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.

Key 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.

Requirements

• 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