Job Overview
Location
Toronto, Ontario
Job Type
Full-time
Category
DevOps
Date Posted
June 3, 2026
Full Job Description
đź“‹ Description
- • Serve as a subject matter expert for resolving complex billing issues, customer escalations, and non-routine service challenges related to utility submetering data and billing processes.
- • Analyze and resolve discrepancies in electricity, water, gas, and thermal energy consumption data across multi-residential and commercial building portfolios.
- • Communicate directly with building owners, property managers, and residents to clarify billing statements, address concerns, and provide accurate utility consumption insights.
- • Utilize internal systems to investigate meter readings, billing calculations, and administrative charges to ensure accuracy and compliance with contractual agreements.
- • Manage high-priority customer escalations with sound judgment, deep system knowledge, and a solutions-oriented approach, without direct authority over other teams.
- • Collaborate with operations, billing, and field service teams to identify root causes of recurring issues and drive timely resolutions.
- • Contribute to continuous improvement initiatives by documenting process gaps, recommending workflow enhancements, and sharing best practices with the customer care team.
- • Maintain detailed records of all customer interactions, resolutions, and follow-ups in the CRM and internal tracking systems.
- • Stay current on utility rate structures, regulatory requirements, and Metergy’s Submetering as a Service (SaaS) model to provide informed guidance to customers.
- • Support team capability building by mentoring new hires, participating in knowledge-sharing sessions, and contributing to training materials.
- • Ensure all customer communications reflect Metergy’s commitment to accuracy, transparency, and decarbonization goals through clear, professional, and empathetic interactions.
- • Handle a high volume of inbound inquiries via phone, email, and portal messages while maintaining quality standards and service level expectations.
- • Identify trends in customer complaints or billing anomalies and escalate systemic issues to management for process review and optimization.
- • Adhere to data privacy and security protocols when handling sensitive utility consumption and personal resident information.
- • Work on-site at the current Markham office with potential to transition to a hybrid model in the future.
🎯 Requirements
- • Proven experience in customer service or billing support within utility, energy, or SaaS industries
- • Demonstrated ability to resolve complex, non-routine customer issues with high accuracy and attention to detail
- • Strong proficiency in CRM systems and data analysis tools for troubleshooting billing discrepancies
- • Excellent written and verbal communication skills with the ability to explain technical billing concepts to non-technical customers
- • Ability to work independently with minimal supervision while maintaining high productivity and quality standards
- • Experience working in a fast-paced, high-volume customer support environment
🏖️ Benefits
- • Recognition as a Great Place to Work for the second consecutive year
- • Opportunity to be part of a mission-driven company reducing carbon emissions through submetering technology
- • Access to large-scale infrastructure investment backing from Brookfield Infrastructure Partners
- • On-site work environment with potential future hybrid flexibility
Skills & Technologies
About MeteRGy Solutions LLC
MeteRGy Solutions provides cloud-based utility data management software for electric, gas and water utilities. The platform automates meter-to-cash processes, handles AMI and traditional meter data, and delivers analytics for revenue protection, demand response and grid optimization. It integrates with existing CIS, SCADA and ERP systems, scales from small municipal utilities to large IOUs, and offers secure multi-tenant SaaS deployment. Founded in 2017 and headquartered in Tampa, Florida, the company serves utilities across North America and the Caribbean, helping them reduce operating costs, improve billing accuracy and enhance customer engagement through real-time data insights and predictive analytics.
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