Put your customer service experience to work in a role where problem-solving matters as much as answering the phone. Join a major energy utility serving more than 7 million customers across multiple states, helping customers navigate billing questions, account concerns, service inquiries, and issues that require thoughtful follow-through. This is a strong opportunity for someone with experience in customer care, account support, billing, claims, disputes, scheduling, healthcare, financial services, or other high-volume service environments who enjoys investigating problems and seeing them through to resolution.
The Customer Account Representative will provide direct support to customers through inbound and/or outbound interactions, serving as a resource for account, billing, product, and service questions. This role will identify the underlying customer need, research account information, explain available solutions, document interactions accurately, and coordinate follow-up when an issue cannot be resolved during the initial contact.
Responsibilities
- Respond to customer inquiries regarding accounts, billing, products, and services.
- Investigate customer concerns and determine appropriate solutions based on account information and established procedures.
- Resolve billing, account, payment, and service-related issues accurately and efficiently.
- Handle customer complaints and escalated concerns while working toward appropriate resolution.
- Communicate with customers through inbound and outbound phone interactions and other supported channels.
- Research account history and supporting information to identify the cause of customer issues.
- Explain account details, policies, processes, and next steps clearly to customers.
- Document customer interactions, account updates, resolutions, and required follow-up accurately.
- Perform detailed data entry and maintain complete customer records.
- Coordinate follow-up on unresolved issues and confirm appropriate resolution.
- Navigate multiple systems and information sources while actively assisting customers.
- Support service and documentation standards within a high-volume customer environment.
Qualifications
- 2–4+ years of customer service experience required.
- Experience resolving billing, account, payment, claims, dispute, or comparable customer issues.
- Experience documenting customer interactions and performing accurate data entry.
- Experience working in a call center, customer care, account services, healthcare, insurance, financial services, scheduling, or similar customer-facing environment.
- Experience using CRM, billing, account management, or ticketing systems preferred.
- Microsoft Word and PowerPoint experience preferred.
- Demonstrated professional verbal and written communication skills.
- Experience managing customer issues that require research, resolution, and follow-up.
