Provident Energy Management Inc. is a leading Energy Services Company (ESCO) in the Greater Toronto Area and Canada specializing in the multi-residential market, with an emphasis on high rise condominiums. Since 1985, we've supported our clients’ energy savings and sustainability objectives through state-of-the-art building automation and sub-metering services.
Provident’s 100+ person team includes engineers, certified energy managers, and building systems engineering technologists among other disciplines. We're highly focused on providing our team with professional development and growth opportunities along with challenging work and a supportive environment.
Join us!
ROLE
The Escalation Manager is responsible for overseeing and resolving complex customer and client issues within the sub‑metering and utility billing environment in compliance with the Unit Sub Metering Code and other relevant regulations. This role serves as the primary point of contact for high‑priority escalations related to billing accuracy, meter data, system performance, and customer satisfaction.
The Escalation Manager combines strong operational expertise in sub‑metering (electricity, water, gas, HVAC), customer service excellence, and cross‑functional leadership to ensure timely, root‑cause resolution and continuous improvement.
RESPONSIBILITIES
Essential Duties and Responsibilities include, but are not limited to the following:
Escalation Management
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Act as the central point of ownership for all high‑severity escalations (OEB, BBB, clients, property managers, and end customers)
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Manage the full escalation lifecycle: intake, prioritization, investigation, resolution, and closure
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Ensure SLAs and response timelines are consistently met or exceeded
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Provide clear, proactive communication to stakeholders throughout the escalation process
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Will have access to confidential information and be responsible for handling this information with the greatest care
Issue Investigation & Resolution
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Lead root cause analysis across billing, meter data, system integrations, and field operations
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Coordinate with internal teams (billing, meter operations, IT, customer care, and finance) to resolve issues
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Validate billing accuracy and ensure regulatory and contractual compliance
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Identify systemic issues and recommend corrective actions
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Answer any customer inquiries regarding meter consumption. Must be able to analyze and read consumption data, consider and understand what is occurring in the unit (low/high usage, estimated reads, average consumption, checking for leaks) and be able to explain to the customer their consumption patterns
Client & Stakeholder Management
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Serve as a senior escalation contact for key clients, property managers, developers and partners
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Build trusted relationships through transparency, accountability, and responsive service
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Present findings, reports, and resolution plans to clients and leadership
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De‑escalate sensitive situations effectively
Process Improvement
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Identify recurring issues and implement process improvements to reduce escalation volume
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Develop and maintain escalation playbooks, SOPs, and documentation
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Partner with product and technology teams to improve systems and data quality
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Track trends and provide actionable insights to leadership
Reporting & Performance Management
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Monitor escalation metrics (volume, resolution time, root causes, recurring issues)
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Create regular reports and dashboards for leadership review
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Drive continuous improvement initiatives based on data insights
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Ensure compliance with regulatory, contractual, and internal policies
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Ensure that the sub-metering business is fully compliant with all changes to the Unit Sub Metering Code as well as any other regulatory requirements that may be mandated by the Ontario Energy Board
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Ensure customer bills are compliant with regulatory requirements are per the Ontario Energy Board’s Unit Sub Metering Code
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Oversee, monitor and maintain the Conditions of Service to be compliant with the Unit Sub Metering Code and any other regulatory requirements
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Maintain up-to-date knowledge of the Ontario Energy Board’s Unit Sub-Metering Code and other relevant regulations such as CASL, Privacy to ensure compliance across the business unit. Other changes and requirements as mandated by the OEB
Other
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Perform other duties as assigned
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Support special projects and customer outreach initiatives aimed at reducing bad debt, resolving account escalations, improving payment outcomes, and enhancing the overall customer experience
REQUIREMENTS
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College diploma or university degree in business administration or a related discipline or equivalent knowledge and experience
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5+ years of experience in utilities, sub‑metering, energy billing, or a related field
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2+ years managing escalations, complaints, or complex customer issues
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Excellent understanding of sub-metering, the Ontario Energy Board’s Sub Metering Code, customer relationship management and issue dispute resolution
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Strong knowledge of utility billing processes (electricity, water, gas, HVAC)
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Experience working with meter data management systems and billing platforms (Cogsdale and North Star)
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Strong verbal and written communication skills
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Excellent problem‑solving and analytical skills
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Strong time management skills with the ability to work under pressure and meet tight deadlines
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Strong conflict negotiation skills, with the ability to influence and resolve difficult situations
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Ability to plan, prioritize and execute multiple projects and initiatives within established timelines
Preferred
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Experience with multi‑residential or commercial sub‑metering environments
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Knowledge of regulatory frameworks (e.g., energy boards, utility compliance standards)
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Experience working with CRM/ticketing systems (e.g., Salesforce, Zendesk)
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Lean/Six Sigma or process improvement certification
WORKING CONDITIONS
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Office environment with frequent sitting at a desk
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Manual dexterity required to use desktop computer and peripherals.
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Overtime as required.
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Lifting or moving up to 10lbs may be required.
The Company has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005. Our Accessibility policies are available in a number of formats. Should you wish access to these documents, or should you require any accommodations, please contact Human Resources
