Client Success Specialist

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. We’re a technology company that drives huge carbon emission reductions. As one of North America’s most experienced submetering providers, Metergy supplies, installs and remotely reads meters to measure individual suite consumption of electricity, water, gas, and thermal energy in multi-residential and commercial buildings, and bills and collects for the cost of commodities and administrative charges. The business model allows for long-term recurring revenue through an innovative Submetering as a Service (SaaS) model. Submetering reduces in-suite energy consumption by 40%, driving decarbonization efforts for clients. This performance has enabled Metergy to issue green bonds and obtain green financing. Positioned as the #1 submeter provider in the New York and Canadian markets, and one of the largest in North America, Metergy has more than 900,000 contracted meters, issues over 4M utility bills annually and has over 500 team members. Metergy is a portfolio company of Brookfield Infrastructure Partners, one of the world’s largest investors, owners and operators of infrastructure assets.

About the role

The Client Success Specialist will be an integral part in maintaining strong ongoing relationships with our clients by quickly and thoughtfully responding to inquiries, requests and tasks. Growing in this role will lead to opportunities in Client Success Management or similar.

Responsibilities

• Support building owners and Property Managers in partnership with Metergy Client Managers
• Work with all stakeholders and establish productive relationships as a trusted partner, both internal and external
• Perform first-level screening and resolution of client queries
• Ensure timely and accurate summary of client inquiries to Client Managers to support inquiry resolution when escalating
• Obtain documentation relating to inquiries supporting property stakeholders, conveying relevant information to Client Managers and various internal teams
• Assist in outreach programs and client communications that enhance Metergy’s program delivery
• Provide supplemental Metergy training supporting enrollment or billing activities, as required
• Attend meetings by request to represent Metergy and/or provide education to internal and external stakeholders
• Actively participate in internal meetings, providing status reports (verbal or written)
• Analyze and audit data while resolving typical inquiries using technical or non-technical resources
• Collaborate with cross-functional work teams, both internal and external
• Maintain process and procedures for delivery of outreach programs for all utility types
• Share or produce reports related to enrollments, consumption, billing, and remittances, as requested or required
• Proactively identify and make recommendations for business improvement processes
• Maintain customer files on proprietary databases, updated as necessary
• Participate in special projects, initiatives, sales calls, and other opportunities, as assigned

Requirements

• Post-secondary education or equivalent work experience and/or prior related work experience in utility metering or billing
• New graduates are welcome to apply
• Direct B2B client interaction experience is a strong asset
• Excellent planning, organization, and communication skills, both written and verbal, with ability to confidently present information to internal and external teams, Property Managers, etc.
• Strong proficiency in MS Office applications, particularly Excel, PowerPoint, SharePoint, and familiarity with Salesforce
• Demonstrated ability to work independently within compressed timelines
• Ability to prioritize, solve, and where appropriate, escalate problems
• Strong decision-making and analytical skills

Benefits

• Excellent health coverage and life insurance benefits – no waiting period
• Company-paid Long-Term Disability and Basic Life Coverage
• Flexible Spending Account (FSA) options
• 401K plan with immediate company match
• Generous Paid Time Off Plan plus 10 paid holidays
• Summer hours to enjoy the weather
• Regular social events – happy hours, summer & holiday parties, & more

Hourly/non-exempt position. In addition to the hourly rate there will be an annual bonus.