Customer Care Representative

• 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.

• 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