Billing Support & Customer Experience Analyst

LUMA Energy; San Juan (PR); On-site; USD 38,000 - 54,000; Full time

Job summary

LUMA Energy is seeking a detail-oriented customer support professional to help ensure accurate billing processes and strong customer satisfaction. You will work with the Billing Services team to optimize operations and drive service excellence.

Ideal candidates have 1–3 years of experience, strong data analysis skills, and proficiency with Microsoft Office and CC&B. Availability to work rotating shifts in Puerto Rico is expected.

Qualifications

• Strong customer-focused, verbal, and written communication skills.
• Analytical ability to use data to improve operations.
• Ability to map processes and plan projects.
• Effective time management to meet deadlines.
• Proficiency with Microsoft Office and CC&B systems.

Responsibilities

• Supports Billing Services, Payment Processing, and Energy Irregularities functions to ensure seamless operations and timely resolution of customer needs.
• Assesses business requirements and recommends process and technology improvements to optimize billing operations and enhance customer experience.
• Analyzes customer service data and evaluates processes to identify opportunities for operational efficiency and improved service delivery.
• Interprets data analysis, documentation, and organizational skills to deliver insights that enable fact-based decision-making and performance improvement.
• Performs, enhances, and maintains analytical tools that facilitate accurate reporting and strategic decision-making.
• Recommends quality assurance controls to maintain compliance and ensure accuracy across billing processes.
• Identifies and analyzes complex problems, conducts cost-benefit analysis, and proposes actionable solutions to mitigate risks and drive continuous improvement.
• Collaborates in solution design activities to achieve equitable, customer-focused outcomes aligned with business goals.
• Gathers and review existing documentation to ensure alignment with business requirements and regulatory standards.
• Analyzes business documentation and performance data to identify gaps and recommend improvements for compliance and operational efficiency.
• Follows established company policies, procedures, and standards to ensure full compliance with laws and regulations.
• Participates in storm restoration tasks and drills to contribute to safe and reliable recovery of services.
• Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

Skills

Customer service

Data analysis

Process mapping

Time management

Microsoft Office

CC&B

Education

High School Diploma or GED

Tools

Microsoft Office

CC&B

Job description

LUMA Energy is seeking a detail-oriented customer support professional to help ensure accurate billing processes and strong customer satisfaction. You will work with the Billing Services team to optimize operations and drive service excellence.

Ideal candidates have 1–3 years of experience, strong data analysis skills, and proficiency with Microsoft Office and CC&B. Availability to work rotating shifts in Puerto Rico is expected.