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