Customer Care Specialist II

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

The future of energy is digitized, decarbonized and localized. At SmartestEnergy, we need revolutionary thinkers to help our customers make the most of this new landscape, thinking differently to find smart solutions to complex problems.

Formed in 2001, we’re an agile business driven by entrepreneurial thinking. As a subsidiary of the Marubeni Corporation, we also have strong investment and infrastructure behind us. As well as our three offices in the US, we have three offices in the UK and another in Australia. Further expansion is planned for 2027 and beyond which means global career opportunities for you, with plenty of potential to explore new markets.

When you join our Team, you will have the opportunity to contribute and make an impact every single day.

Overview

Support commercial electricity customers across Northeast retail energy markets by resolving complex customer and broker inquiries. Research billing and account issues, coordinate with utilities and internal teams, and deliver clear, timely solutions.

This individual contributor role provides training and guidance to Customer Care Specialist I team members without direct people-management responsibilities.

This is a hybrid role with a minimum of 2-3 days per week of in-office work expected.

In this role, you will be involved with the following:

• 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.

To be successful in this role, you are likely to have the following skills/experience:

• 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.
• Three or more years of experience in customer care, customer operations, account management, billing, or a related service role.
• Associate or bachelor’s degree in business, communications, finance, energy, or a related field preferred; equivalent relevant experience may be considered.

The salary range for this position is between $60,000 - $75,000 annually. Actual base salary will be determined based on factors such as relevant experience, skills, qualifications, internal equity, and market conditions. The posted range represents our good-faith estimate of the base salary for this position at the time of posting.

Diversity & EOE

SmartestEnergy is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

We know that for our business to thrive we need diverse talent with a range of backgrounds, skills and capabilities in each of the countries in which we operate. We view diversity as one of the key enablers that helps our business to grow.

We are committed to the full inclusion of all qualified individuals. As such, if a reasonable accommodation is needed to participate in the job application or interview process, please reach out to the HR & People Team via email [e-mail] so we can discuss with you further.

Check out all our current open positions

Our privacy policy is here