ROLEThe 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.
RESPONSIBILITIESEssential 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.
