Customer Care Rep, Energy Irregularities

Lumaenergy; San Juan (PR); On-site; USD 65,000 - 85,000; Full time

Job summary

LUMA Energy is seeking a Billing Operations Analyst to support Billing Services, Payment Processing, and Energy Irregularities functions in Puerto Rico. You will analyze data, optimize billing processes, and deliver insights to improve customer experience and service delivery.

The role requires strong communication, data analysis, and process mapping skills, with a focus on accuracy and efficiency in a utility environment.

Qualifications

• Strong customer-focused, professional, verbal, and written communication skills with the ability to work with a variety of people across the organization.

Responsibilities

• Supports Billing Services, Payment Processing, and Energy Irregularities functions to ensure seamless operations and timely resolution of customer needs.
• Assesses business requirements and recommend process and technology improvements to optimize billing operations and enhance customer experience.
• Analyzes customer service data and evaluate 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 analyze complex problems, conducts cost-benefit analysis, and proposes actionable solutions to mitigate risks and drive continuous improvement.
• Collaborates in solution design activities through brainstorming contributing ideas and perspectives to achieve equitable, customer-focused outcomes aligned with business goals.
• Gathers and review existing documentation, including policies and procedures, 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 applicable laws and industry regulations.
• Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.
• Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

Skills

Customer communication

Data analysis

Process mapping

Time management

Attention to detail

Adherence to processes

Microsoft Office

CC&B

Education

High School Diploma or GED

Tools

Microsoft Office

CC&B

Job description

Job Summary: Responsible for delivering exceptional customer support, ensuring accurate billing processes, and collaborating with the Billing Services team to optimize operations and enhance customer satisfaction.

Job Description: Supports Billing Services, Payment Processing, and Energy Irregularities functions to ensure seamless operations and timely resolution of customer needs.

Assesses business requirements and recommend process and technology improvements to optimize billing operations and enhance customer experience.

Analyzes customer service data and evaluate 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 analyze complex problems, conducts cost-benefit analysis, and proposes actionable solutions to mitigate risks and drive continuous improvement.

Collaborates in solution design activities through brainstorming contributing ideas and perspectives to achieve equitable, customer-focused outcomes aligned with business goals.

Gathers and review existing documentation, including policies and procedures, 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 applicable laws and industry regulations.

Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.

Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

This position is with IBEW Union 787. If you accept an offer of employment, you will be required to affiliate with the Union.

Additional Job Description:

Education

High School Diploma, or GED equivalent.

Experience

• 1 to 3 years' experience with functional role responsibilities.
• Availability to work rotating shifts and outside shift hours.
• Knowledge of the utilities industry is preferred.

Competencies (Skills)

• Strong customer-focused, professional, verbal, and written communication skills with the ability to work with a variety of people across the organization.
• Strong data analysis, documentation, and organizational skills to provide support for quantitative and qualitative analysis that measures business performance to enable fact-based decision-making.
• Demonstrate superior process mapping, project planning and time management capabilities.
• Proficient skills in the use of computer applications (Microsoft Office suite and CC&B).
• Attention to Detail: Ensures accuracy in data entry, documentation, and task execution.
• Process Adherence: Follows established procedures and workflows consistently.
• Time Management: Prioritizes tasks to meet deadlines and support team goals.

Licenses/Certifications

N/A

Travel Requirements

Not Required

Physical Demands

• Stationary Position: Constantly
• Pushing/ Pulling/ Reaching: Seldom
• Kneel Seldom
• Grab Seldom
• Bend: Seldom
• Lift/Carry over: 0 - 15 pounds

Vision

Hearing

Working Conditions

LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws.