Advanced Customer Care Specialist - Billing & Accounts

SmartestEnergy; City of Syracuse (NY); Hybrid; USD 60,000 - 75,000; Full time

Job summary

SmartestEnergy, a hybrid-role employer in the US Northeast, seeks a Customer Care Specialist I to support complex billing inquiries and broker Communications. This role includes training teammates and coordinating with Billing, Sales, Pricing, and internal teams to resolve issues.

You will work 2–3 days per week in-office, handling escalations, enrollments, and contract changes while maintaining Salesforce documentation and industry compliance.

Qualifications

• Three or more years of experience in customer care, customer operations, account management, billing, or a related service role.
• Experience researching and resolving complex customer or billing issues.
• Experience using Salesforce or another CRM and a customer billing or account-management platform.
• Experience supporting commercial or industrial customers in retail energy, utilities, or another regulated industry preferred.
• Experience working with brokers, utilities, or other external business partners and training or mentoring peers preferred.
• Associate or bachelor’s degree in business, communications, finance, energy, or a related field preferred; equivalent relevant experience may be considered.

Responsibilities

• Resolve complex customer and broker inquiries about billing, contracts, rates, credits, refunds, and account activity within established policies and approval limits.
• Participate in broker meetings to support account discussions and issue resolution; attendance at off-site broker meetings may be required.
• Manage cases through resolution, coordinating clear, timely internal and external communications and maintaining accurate Salesforce documentation.
• Escalate matters requiring policy exceptions, additional approvals, management intervention, or resolution beyond established authority.
• Research billing discrepancies, verify contracted rates, and coordinate account corrections and approved contract changes.
• Support enrollments, renewals, drops, rejections, and reinstatements, with proactive follow-up on at‑risk accounts.
• Work with utilities to resolve enrollment, billing, and Electronic Data Interchange (EDI) issues.
• Partner with Billing, Sales, Pricing, and other internal teams to coordinate solutions and communicate operational gaps and risks to internal stakeholders.
• Facilitate POD operational meetings, document issues and agreed actions, coordinate follow-up, and escalated resource, priority, or unresolved issues to the Customer Care Manager.
• Identify recurring issues, recommend workflow improvements, and support implementation of approved changes, reporting, system testing, and automation.
• Train and guide less-experienced colleagues while following company policies, approval requirements, and information-security standards.

Job description

SmartestEnergy, a hybrid-role employer in the US Northeast, seeks a Customer Care Specialist I to support complex billing inquiries and broker Communications. This role includes training teammates and coordinating with Billing, Sales, Pricing, and internal teams to resolve issues.

You will work 2–3 days per week in-office, handling escalations, enrollments, and contract changes while maintaining Salesforce documentation and industry compliance.