What are the responsibilities and job description for the Customer Care Representative/Utility Billing Specialist/Billing & Account Support Specialist position at VDart, Inc.?
We are seeking a detail-oriented and customer-focused Customer Care Representative to support utility billing and account management operations. This role is responsible for handling customer inquiries, resolving billing and account issues, and ensuring a seamless customer experience through effective communication and problem-solving. The ideal candidate thrives in a fast-paced environment, demonstrates strong organizational skills, and is committed to delivering exceptional service.
Key Responsibilities
- Serve as the primary point of contact for customers, utility providers, vendors, and third-party suppliers via phone, email, and written communication
- Handle customer inquiries related to billing, account maintenance, disconnection notices, service requests, and policy clarification
- Research and resolve non-routine customer issues while ensuring timely follow-up and resolution
- Manage utility account setup, maintenance, transfers, and closures accurately and efficiently
- Maintain and update customer information within CRM and billing systems
- Monitor account activity, identify discrepancies, and escalate issues when necessary
- Support revenue protection initiatives, fraud detection activities, and claims investigations
- Provide guidance and support to junior team members and assist with training initiatives
- Analyze recurring customer concerns and recommend process improvements to enhance service delivery
- Coordinate with internal departments, vendors, and Area Coordinators to resolve customer and operational issues
- Ensure compliance with company policies, procedures, and customer service standards
Qualifications
- High School Diploma or GED required; Associate s or Bachelor s degree preferred
- Minimum 4 years of customer service, call center, billing support, or account management experience
- Experience in utilities, energy, HVAC, or related industries is preferred
- Proven ability to handle customer interactions professionally in a high-volume environment
- Strong problem-solving, organizational, and multitasking skills
- Experience using CRM software, billing platforms, and Microsoft Office applications, especially Excel and Word
- Excellent verbal and written communication skills
- Ability to work independently and collaboratively within a team environment
- Bilingual (English/Spanish) communication skills are a plus
- Prior telemarketing or phone-based customer support experience preferred
- Demonstrated success in meeting service or performance metrics in a customer-facing role