Customer Care Representative

The Customer Care Representative serves as a recognized subject matter expert, responsible for resolving complex billing issues, customer escalations, and non-routine service challenges requiring advanced analysis, sound judgment, and deep system knowledge.

This role is designed for experienced professionals who demonstrate strong critical thinking, exceptional attention to detail, and leadership behaviors without direct authority. In addition to case resolution, contribute to continuous improvement, knowledge sharing, and process optimization, supporting both operational excellence and team capability building.

This role is on-site with an opportunity to go hybrid in the future.

Responsibilities:

• Independently analyze and resolve complex billing corrections, including cancel/re-bills, ensuring compliance with policies
• Complete and validate advanced move in and move out field activities within the Oracle CCB system, ensuring data accuracy and system integrity
• Manage high complexity customer inquiries and escalations, applying expert judgment, diplomacy, and professionalism
• Respond to incoming calls in a queue-based environment while serving as a resource for lower complexity overflow or escalated calls
• Investigate and resolve multi system discrepancies across billing, payments, and customer accounts
• Provide expert handling of billing disputes and complaints, with thorough issue investigation and recommendations for sustainable resolution
• Establish and manage complex customer payment arrangements in alignment with policies and risk guidelines
• Accurately document customer interactions and decisions, ensuring traceability and quality standards are met
• Identify trends and recurring issues, contributing to process improvements, job aids, and knowledge base enhancements
• Participate in calibration, quality discussions, and operational initiatives requiring Management insight
• Demonstrate strong emotional intelligence by responding to customer concerns with empathy, professionalism, and sound judgment
• In addition to handling inbound call volume, support customers through email channels ensuring quick turnaround.
• Participate in ongoing schedule rotations as required to support volume and customer demand between 10am - 6pm EST Monday to Friday in a hybrid working environment.
• Manage customer escalations with high degree of professionalism utilizing deescalation tactics.
• Participate in ongoing training as required to support the needs of the business.

Qualifications:

• Previous experience in an inbound call center role (preferably Utilities/Energy/Submetering) requiring problem resolution and independent judgment
• High school diploma and 2+ years of equivalent experience/training required
• Utilities industry experience and skills are considered strong assets
• Demonstrate critical thinking and analytical skills, with the ability to investigate and resolve nonstandard issues
• Exceptional attention to detail and accuracy when working across multiple systems
• Strong interpersonal skills and ability to collaborate in a fast-paced, team-based environment
• Clear, professional communication skills in English (verbal and written), with strong grammar and spelling
• Ability to remain calm, professional, and solution focused during challenging or high stress interactions
• Proficient keyboarding skills and experience working with Microsoft Word and Excel
• Experience navigating multiple systems simultaneously
• Working knowledge of Oracle CCB, Genesys Cloud, and SharePoint is a definite asset
• Strong organizational skills with the ability to prioritize work effectively in a changing environment
• Demonstrated adaptability and willingness to build subject matter expertise