About the role

Customer Relations Specialist supporting customers of Metergy’s utility submetering and billing services. Resolving inquiries, billing complaints, payment arrangements, and delinquent accounts.

Responsibilities

Respond to telephone service requests in a fast-paced inbound call queue
Participate in special projects and initiatives as assigned
Ensure timely resolution of all inquiries
Process electronic customer inquiries, forms, applications, and customer service request emails
Research, analyze, and resolve customer billing complaints
Schedule customer payment arrangements
Record and track detailed customer interactions and transactions
Initiate and handle inbound and outbound calls on delinquent accounts
Escalate accounts according to Collections policies and procedures
Display professional telephone etiquette when communicating with customers
Set up disconnections and reconnections
Prepare and analyze reports on outstanding balances

Must have previous call centre experience in an inbound call centre environment and/or experience with direct customer interaction in a service-oriented environment
Minimum high school diploma or equivalent experience / training
Spanish communication skills
Mandarin/Cantonese considered an asset
Clear and effective communication skills in English, both oral and written, with excellence in spelling and grammar
Ability to remain calm and professional in stressful situations
Ability to manage conflict
Utility or Telecom Industry Experience considered an asset
Detail oriented, analytical and inquisitive
Strong problem-solving skills
Ability to work in a fast-paced environment
Good keyboarding skills with experience with Word and Excel software
Experience working in multiple systems
Ability to adapt to a changing environment
Strong organizational and prioritization skills