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In addition to case resolution, contribute to continuous improvement, knowledge sharing, and process optimization, supporting both operational excellence and team capability building.\nThis role is on-site with an opportunity to go hybrid in the future.\nResponsibilities:\nIndependently analyze and resolve complex billing corrections, including cancel/re-bills, ensuring compliance with policies\nComplete and validate advanced move in and move out field activities within the Oracle CCB system, ensuring data accuracy and system integrity\nManage high complexity customer inquiries and escalations, applying expert judgment, diplomacy, and professionalism\nRespond to incoming calls in a queue-based environment while serving as a resource for lower complexity overflow or escalated calls\nInvestigate and resolve multi system discrepancies across billing, payments, and customer accounts\nProvide expert handling of billing disputes and complaints, with thorough issue investigation and recommendations for sustainable resolution\nEstablish and manage complex customer payment arrangements in alignment with policies and risk guidelines\nAccurately document customer interactions and decisions, ensuring traceability and quality standards are met\nIdentify trends and recurring issues, contributing to process improvements, job aids, and knowledge base enhancements\nParticipate in calibration, quality discussions, and operational initiatives requiring Management insight\nDemonstrate strong emotional intelligence by responding to customer concerns with empathy, professionalism, and sound judgment\nIn addition to handling inbound call volume, support customers through email channels ensuring quick turnaround.\nParticipate in ongoing schedule rotations as required to support volume and customer demand between 10am - 6pm EST Monday to Friday in a hybrid working environment.\nManage customer escalations with high degree of professionalism utilizing deescalation tactics.\nParticipate in ongoing training as required to support the needs of the business.\nQualifications:\nPrevious experience in an inbound call center role (preferably Utilities/Energy/Submetering) requiring problem resolution and independent judgment\nHigh school diploma and 2+ years of equivalent experience/training required\nUtilities industry experience and skills are considered strong assets\nDemonstrate critical thinking and analytical skills, with the ability to investigate and resolve nonstandard issues\nExceptional attention to detail and accuracy when working across multiple systems\nStrong interpersonal skills and ability to collaborate in a fast-paced, team-based environment\nClear, professional communication skills in English (verbal and written), with strong grammar and spelling\nAbility to remain calm, professional, and solution focused during challenging or high stress interactions\nProficient keyboarding skills and experience working with Microsoft Word and 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