Energy & Utilities - Account Services Representative

Customer Care Representative – Retail Energy

Join a Fortune 500 energy organization supporting customers across competitive retail electricity markets. This is an excellent opportunity for customer service professionals with experience in retail energy, utilities, billing, or account management who enjoy solving problems and delivering an exceptional customer experience.

As a Customer Care Representative, you will serve as the primary point of contact for residential and commercial customers, assisting with billing inquiries, account maintenance, payment processing, service requests, and sales support while working closely with Billing, Care, and Sales teams.

Responsibilities

• Handle inbound customer calls related to billing, account maintenance, payments, and online portal support.
• Make outbound calls to follow up on customer requests and resolve account issues.
• Process payments, refunds, and service requests accurately and efficiently.
• Route new service and renewal opportunities to the appropriate Sales team.
• Respond to customer inquiries via phone, email, and chat while delivering a positive customer experience.
• Partner with Billing, Care, and Sales teams to resolve issues quickly and effectively.
• Document customer interactions and identify opportunities for process improvements.
• Meet quality, productivity, and service level expectations in a high-volume call center environment.

Qualifications

• 1–3 years of customer service or call center experience.
• Experience supporting retail energy, utilities, electricity providers, or deregulated energy markets strongly preferred.
• Familiarity with ERCOT, electricity billing, account servicing, or payment processing is a plus.
• Experience handling high call volumes while navigating multiple systems.
• Ability to type 40 WPM.
• Proficiency with Microsoft Outlook, Word, Excel, and CRM platforms.
• Strong communication, problem-solving, and multitasking skills.