Customer Care Representative

Metergy Solutions•Toronto, ON

7d•Onsite

About The Position

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.

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
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
Strong organizational skills with the ability to prioritize work effectively in a changing environment
Demonstrated adaptability and willingness to build subject matter expertise

Nice To Haves

Utilities industry experience and skills are considered strong assets
Working knowledge of Oracle CCB, Genesys Cloud, and SharePoint is a definite asset

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.