Issue Resolution Representative - Remote Call Center

Primary Services; Houston (TX); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking an Issue Resolution Representative to support mid-market commercial customers in the retail energy sector. This remote role offers a stable Monday–Friday schedule without weekend work, providing a structured environment that fosters growth. You will leverage your strong analytical skills and customer service experience to resolve inquiries, analyze account issues, and ensure accurate execution of contract terms. Join a team that values your contributions and offers opportunities for professional development while making a significant impact on client satisfaction and retention.

Benefits

Medical insurance

Vision insurance

401(k)

Company-provided equipment

Qualifications

• Proficiency in Microsoft Office Suite is essential.
• Strong analytical and decision-making skills are required.
• Prior experience in customer service is preferred.

Responsibilities

• Analyze and resolve inbound inquiries and issues effectively.
• Document thorough case notes for tracking and analysis.
• Negotiate payment plans and investigate account discrepancies.

Skills

Analytical Skills

Customer Service

Communication Skills

Multitasking

Attention to Detail

Education

Bachelor's degree in Supply Chain Management

Bachelor's degree in Communications

Bachelor's degree in Business

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Issue Resolution Representative - Remote Call Center

Issue Resolution Representative - Remote Call Center

2 days ago Be among the first 25 applicants

This range is provided by Primary Services. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$16.00/hr - $18.00/hr

Join a stable, Monday–Friday schedule with no weekend work while gaining valuable experience at the top retail energy company in North America. Enjoy the convenience of company-provided equipment and a structured, professional environment that supports growth and performance.

Primary Services is excited to announce the role of Issue Resolution Representative for our client in the retail energy sector. This position supports mid-market commercial customers, providing high-quality service by resolving inquiries, analyzing account issues, and ensuring accurate execution of contract terms. It’s a great opportunity to bring strong analytical skills and customer service experience to a role that impacts client satisfaction and retention.

Responsibilities

• Analyze real-time inbound inquiries and resolve or escalate issues as needed.
• Communicate resolution steps clearly and professionally to clients.
• Maintain consistent productivity and quality standards.
• Document thorough case notes for tracking and analysis.
• Evaluate customer payment history and apply or escalate late fee waivers.
• Reconcile contracts and regulatory documents with internal systems to resolve pricing or tax discrepancies.
• Negotiate or escalate deferred payment plans based on payment history and market conditions.
• Prepare summary reports to support financial adjustments.
• Perform financial analysis to determine credits, refunds, or lost savings.
• Approve, reject, or escalate cancellation and rescission requests based on contract terms and state regulations.
• Investigate and reconcile account discrepancies related to payments or usage.
• Identify and act on opportunities for renewals or client expansion by setting appointments with account executives.
• Maintain a strong understanding of market rules, company products, and the full customer lifecycle.

Qualifications

• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, and work independently in a fast-paced environment.
• Strong analytical and decision-making skills.
• High attention to detail and ability to manage financial data.
• Strong interpersonal skills and professional demeanor.
• Bachelor’s degree in Supply Chain Management, Communications, or Business is a plus.
• Prior experience in customer service or customer care preferred.

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Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service

• Industries

  Telephone Call Centers, Telecommunications, and Utilities

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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