About Metergy Solutions Inc. (“Metergy”)
As one of North America’s most experienced submetering providers, we’ve brought turnkey solutions to our clients for over 15 years. We help our customers effectively manage their utility consumption as we supply, install and remotely read electricity, water and thermal submeters. Across all building types, retrofit or new construction, we have the knowledge, equipment and staff to deliver a comprehensive solution from design, to implementation to billing. We are focused on maintaining strong customer relationships and value team collaboration to achieve our goals. For more information about Metergy, please visit us online https://www.metergysolutions.com/
Metergy is a portfolio company of Brookfield Infrastructure. Brookfield is one of the world’s largest investors, owners and operators of infrastructure assets across the utilities, transport, energy, data and sustainable resources sectors. This sponsorship provides Metergy with access to large-scale capital, infrastructure investment expertise and global reach.
Our Mission
Provide building owners and occupants with accurate and reliable utility consumption data through market-leading expertise in turnkey submetering and billing, while fostering a workplace with inspired team members empowered to do more good.
Role Overview:
The Coordinator, Customer Experience will support the Manager, Customer Experience in delivering exceptional customer experiences. This role will be responsible for the deployment of customer-facing materials and activities, identifying trends in customer feedback data, and responding to customer commentary. The coordinator will play a key role in ensuring customer satisfaction and maintaining brand standards.
This role is a hybrid position (3 days in office, 2 days remote) in our Markham office.
Key Responsibilities:
- Assist in the deployment of customer experience initiatives and projects.
- Monitor and analyze customer feedback data to identify trends and areas for improvement.
- Respond to customer inquiries and reviews (i.e., Google Reviews) in a timely and professional manner.
- Maintain a centralized library of customer communication materials, including emails, notifications, and documentation, as well as how these are deployed.
- Collaborate with cross-functional teams to ensure consistency in external communication standards and meeting their business needs.
- Support the Manager, Customer Experience in optimizing user experience for the Metergy customer portal and Metergysolutions.com website.
- Participate in customer journey mapping initiatives to identify pain points and opportunities for improvement throughout the customer lifecycle.
- Coordinate customer feedback surveys and analyze results to provide actionable insights.
- Support strategies to improve customer engagement and retention.
- Assist in the creation and maintenance of customer FAQs and knowledge base articles.
- Organize and participate in customer focus groups to gather feedback and insights.
- Track and report on key performance indicators (KPIs) related to customer experience initiatives.
- Other duties as assigned.
Qualifications:
- Bachelor's degree in Marketing, Business, Communications, or a related field.
- 1-2 years of experience in customer experience, customer service, or a related role.
- Strong critical thinking skills with the ability to interpret customer feedback data.
- Excellent written and verbal communication skills.
- Proficiency in using customer relationship management (CRM) systems ie. Salesforce, and other relevant software, Microsoft 365, etc.
- Ability to work collaboratively with cross-functional teams.
- Detail-oriented with strong organizational skills.
- Familiarity with the following platforms is preferred: Google analytics, SendGrid, Medallia (Stella Connect), as well as SEO principles
- Knowledge of UX/UI principles and methodologies is a plus
Metergy’s recruitment process includes accommodation for applicants with disabilities. All accommodations will consider the applicant’s accessibility needs due to disability and are available upon request.
