Provident energy Jobs

Escalation Manager
Provident Energy Management Inc —Vaughan, ON
- $75,000–$90,000 a year
- Overtime
- Analysis skills
- Communication skills
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1d
Client Manager
Provident Energy Management Inc —Vaughan, ON
- $62,000–$90,000 a year
- Overtime
- Microsoft Powerpoint
- Microsoft Excel
- Marketing
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Customer Care Representative (6 Month Contract)
Provident Energy Management Inc —Vaughan, ON
- $53,000 a year
- Overtime
- CRM software
- Customer service
- Microsoft Office
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Revenue Assurance & Client Billing Specialist 12 Month Contract
Provident Energy Management Inc —Vaughan, ON
- $60,000–$80,000 a year
- Overtime
- Microsoft Excel
- Customer service
- Microsoft Office
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Escalation Manager
Provident Energy Management Inc —Vaughan, ON
Lean/Six Sigma or process improvement certification. Lead root cause analysis across billing, meter data, system integrations, and field operations.
$75,000–$90,000 a year
Quick apply
1d
Client Manager
Provident Energy Management Inc —Vaughan, ON
Acting as the primary point of contact, the role facilitates client requests, resolves inquiries related to billing and processes, and collaborates cross-…
$62,000–$90,000 a year
Quick apply

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Escalation Manager

Provident Energy Management Inc -
Vaughan, ON

Quick apply

Job details

$75,000–$90,000 a year
1 day ago

Qualifications

Six Sigma Certification
Computer operation
Analysis skills
Data management
Communication skills

Full job description

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. 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 ideal candidate combines strong operational expertise in sub‑metering (electricity, water, gas), 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

Act as the central point of ownership for all high‑severity escalations (OEB, BBB, clients, property managers, and end customers)
Manage the full escalation lifecycle: intake, prioritization, investigation, resolution, and closure
Ensure SLAs and response timelines are consistently met or exceeded
Provide clear, proactive communication to stakeholders throughout the escalation process

Issue Investigation & Resolution

Lead root cause analysis across billing, meter data, system integrations, and field operations
Coordinate with internal teams (billing, meter operations, IT, customer care, and finance) to resolve issues
Validate billing accuracy and ensure regulatory and contractual compliance
Identify systemic issues and recommend corrective actions

Client & Stakeholder Management

Serve as a senior escalation contact for key clients, property managers, and partners
Build trusted relationships through transparency, accountability, and responsive service
Present findings, reports, and resolution plans to clients and leadership
De‑escalate sensitive situations effectively

Process Improvement

Identify recurring issues and implement process improvements to reduce escalation volume
Develop and maintain escalation playbooks, SOPs, and documentation
Partner with product and technology teams to improve systems and data quality
Track trends and provide actionable insights to leadership

Reporting & Performance Management

Monitor escalation metrics (volume, resolution time, root causes, recurring issues)
Create regular reports and dashboards for leadership review
Drive continuous improvement initiatives based on data insights

Ensure compliance with regulatory, contractual, and internal policies

REQUIREMENTS

5+ years of experience in utilities, sub‑metering, energy billing, or a related field
2+ years managing escalations, complaints, or complex customer issues
Strong knowledge of utility billing processes (electricity, water, gas)
Experience working with meter data management systems and billing platforms
Excellent problem‑solving and analytical skills
Strong communication and stakeholder management skills

Preferred

Experience with multi‑residential or commercial sub‑metering environments
Knowledge of regulatory frameworks (e.g., energy boards, utility compliance standards)
Experience working with CRM/ticketing systems (e.g., Salesforce, Zendesk)
Lean/Six Sigma or process improvement certification

WORKING CONDITIONS

Office environment with frequent sitting at a desk
Manual dexterity required to use desktop computer and peripherals.
Overtime as required.
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

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