Customer Care Representative

About the company

Metergy Solutions Inc. is a long-established submetering and utility billing business with the pace and ambition of a startup. With more than 45 years of experience, the company provides technology-enabled solutions that help reduce carbon emissions while supporting building owners and occupants with accurate utility consumption data.

Metergy installs, supplies, and remotely reads meters for electricity, water, gas, and thermal energy in multi-residential and commercial properties. It also handles billing and collections for commodity costs and related administrative charges. Its service model is built around recurring revenue through a Submetering as a Service approach, and the company reports that submetering can lower in-suite energy use by 40%, supporting decarbonization goals.

The organization is recognized as a leading submeter provider across New York and Canada, with over 900,000 contracted meters, more than 4 million utility bills issued each year, and a team of 500+ employees. Metergy is backed by Brookfield Infrastructure Partners, giving it access to significant capital, infrastructure expertise, and international reach.

The company’s mission is to deliver reliable utility consumption data through expert submetering and billing services while fostering a workplace where team members are empowered to contribute meaningfully. Metergy has also been recognized as a Great Place to Work for two consecutive years.

The office is currently in Markham and is scheduled to relocate to North York toward the end of 2026.

Role overview

The Customer Care Representative will act as a subject matter expert for difficult billing matters, customer complaints, and non-routine service issues. The role calls for strong analysis, sound decision-making, and deep knowledge of internal systems.

This position is intended for an experienced professional who can show leadership through influence, meticulous work habits, and strong critical thinking. Beyond resolving cases, the role also contributes to ongoing improvement efforts, knowledge sharing, and process refinement.

The role is currently on-site, with a possibility of moving to a hybrid arrangement in the future. Working hours are scheduled within 10:00 AM to 6:00 PM EST, Monday to Friday, with rotating schedules as needed to manage demand.

Key responsibilities

• Independently investigate and correct complex billing problems, including cancel-and-rebill situations, while staying aligned with policy requirements.
• Carry out and verify advanced move-in and move-out activities in Oracle CCB, maintaining accuracy of records and system reliability.
• Handle complex customer questions and escalations using informed judgment, tact, and a professional approach.
• Support a queue-based call environment and step in on overflow or escalated cases that are more straightforward in nature.
• Review and resolve inconsistencies across billing, payment, and customer account systems.
• Manage billing disputes and formal complaints through detailed investigation and practical resolution recommendations.
• Set up and oversee more complex customer payment arrangements in line with company rules and risk standards.
• Document customer conversations, actions taken, and outcomes with clarity so records remain traceable and meet quality expectations.
• Spot recurring patterns or problem areas and help improve processes, job aids, and knowledge resources.
• Take part in calibration meetings, quality reviews, and operational initiatives that require management input.
• Respond to sensitive customer situations with empathy, professionalism, and emotional intelligence.
• Assist customers by email as well as by phone, ensuring timely responses and service continuity.
• Work rotating schedules as needed to support call volumes and customer demand.
• Apply de-escalation techniques to manage difficult interactions with a high level of professionalism.
• Engage in continuous training to stay aligned with evolving business needs.

Requirements

• Prior experience in an inbound call center environment, ideally within utilities, energy, or submetering, where independent problem-solving was required.
• High school diploma plus at least 2 years of equivalent experience or training.
• Exposure to the utilities sector is considered an advantage.
• Strong analytical and critical-thinking ability to handle unusual and non-standard cases.
• Excellent attention to detail and accuracy when working across several systems.
• Good interpersonal skills and the ability to work effectively in a fast-paced team setting.
• Strong English communication skills, both spoken and written, with solid grammar and spelling.
• Ability to stay composed, professional, and solution-oriented during stressful or difficult interactions.
• Proficient typing skills and working knowledge of Microsoft Word and Excel.
• Comfort working in multiple systems at the same time.
• Familiarity with Oracle CCB, Genesys Cloud, and SharePoint is a strong plus.
• Well-developed organizational skills and the ability to prioritize effectively in a changing environment.
• Adaptability and a willingness to grow subject matter expertise.

Additional information

This posting is for an existing vacancy. The role is hourly and includes the possibility of moving from temporary to permanent status.

Metergy states that it does not use artificial intelligence to screen, assess, or decide on candidates. The company also confirms that its hiring process includes accommodations for applicants with disabilities, available on request based on accessibility needs.

Metergy uses artificial intelligence only for interview note-taking purposes and does not use AI for screening, assessment, or selection.

Working arrangement

The position is on-site at present, with a future opportunity to shift into a hybrid setup. Scheduling support is required between 10:00 AM and 6:00 PM EST, Monday through Friday, with rotating coverage as needed.

Employment note

This is a full-time role that is paid on an hourly basis and may convert from temporary to permanent.