Hybrid Customer Care Specialist II - Billing & Solutions

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

Job summary

SmartestEnergy UK is expanding its US operations to support Northeast retail energy markets. This individual contributor role focuses on resolving complex customer and broker inquiries, researching billing issues, coordinating with utilities, and delivering timely solutions.

This is a hybrid role with 2–3 days in office each week; prior experience with Salesforce and billing platforms is required; a business degree is preferred.

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.

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.
• Support enrollments, renewals, drops, rejections, and reinstatements, with proactive follow-up on at-risk accounts.
• Work with utilities to resolve enrollment, billing, and 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 elevate 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.

Skills

Customer care

Complex issue resolution

Communication

Team mentoring

Education

Associate or bachelor’s degree in business/related field

Tools

Salesforce

CRM software

Job description

SmartestEnergy UK is expanding its US operations to support Northeast retail energy markets. This individual contributor role focuses on resolving complex customer and broker inquiries, researching billing issues, coordinating with utilities, and delivering timely solutions.

This is a hybrid role with 2–3 days in office each week; prior experience with Salesforce and billing platforms is required; a business degree is preferred.