Customer Care Representative/Utility Billing Specialist/Billing & Account Support Specialist

We are seeking a detail-oriented and customer-focused Customer Care Representative to support utility billing and account management operations. This role is responsible for handling customer inquiries, resolving billing and account issues, and ensuring a seamless customer experience through effective communication and problem-solving. The ideal candidate thrives in a fast-paced environment, demonstrates strong organizational skills, and is committed to delivering exceptional service.

Key Responsibilities

• Serve as the primary point of contact for customers, utility providers, vendors, and third-party suppliers via phone, email, and written communication
• Handle customer inquiries related to billing, account maintenance, disconnection notices, service requests, and policy clarification
• Research and resolve non-routine customer issues while ensuring timely follow-up and resolution
• Manage utility account setup, maintenance, transfers, and closures accurately and efficiently
• Maintain and update customer information within CRM and billing systems
• Monitor account activity, identify discrepancies, and escalate issues when necessary
• Support revenue protection initiatives, fraud detection activities, and claims investigations
• Provide guidance and support to junior team members and assist with training initiatives
• Analyze recurring customer concerns and recommend process improvements to enhance service delivery
• Coordinate with internal departments, vendors, and Area Coordinators to resolve customer and operational issues
• Ensure compliance with company policies, procedures, and customer service standards

Qualifications

• High School Diploma or GED required; Associate s or Bachelor s degree preferred
• Minimum 4 years of customer service, call center, billing support, or account management experience
• Experience in utilities, energy, HVAC, or related industries is preferred
• Proven ability to handle customer interactions professionally in a high-volume environment
• Strong problem-solving, organizational, and multitasking skills
• Experience using CRM software, billing platforms, and Microsoft Office applications, especially Excel and Word
• Excellent verbal and written communication skills
• Ability to work independently and collaboratively within a team environment
• Bilingual (English/Spanish) communication skills are a plus
• Prior telemarketing or phone-based customer support experience preferred
• Demonstrated success in meeting service or performance metrics in a customer-facing role