Customer Account Resolution Specialist

About the role

The Customer Account Resolution Specialist is responsible for delivering exceptional customer service while managing complex billing inquiries, account-related issues, and high-priority customer concerns. This role serves as a trusted point of contact for customers by resolving escalated issues, processing account adjustments, and providing timely solutions through multiple communication channels, including phone, email, and chat.

Responsibilities

• Resolve complex customer inquiries related to billing, account maintenance, invoices, payments, refunds, credits, adjustments, and compensation requests.
• Manage emergency and priority customer situations, providing prompt, accurate, and empathetic resolutions.
• Support customers throughout the service order lifecycle, including order creation, modifications, fulfillment, and issue resolution.
• Troubleshoot customer concerns by identifying root causes and implementing effective solutions while ensuring a positive customer experience.
• Guide customers to appropriate products, services, programs, or available assistance based on their individual needs.
• Maintain strong customer relationships by responding professionally to inquiries and providing clear, solution-oriented communication.
• Accurately document all customer interactions, account activity, resolutions, and follow-up actions within company systems.
• Ensure compliance with company policies, procedures, regulatory requirements, and quality standards.
• Meet or exceed established Key Performance Indicators (KPIs), including productivity, quality, customer satisfaction, response times, and adherence metrics.
• Collaborate with internal departments to resolve complex account issues and ensure seamless customer support.
• Process service requests, account updates, billing corrections, and account maintenance activities with a high degree of accuracy.
• Provide support for insurance-related inquiries and ensure adherence to applicable insurance processes and performance standards.
• Identify opportunities to improve customer satisfaction and recommend process improvements.

Qualifications

• A high school diploma or equivalent required.
• 1-2 years previous experience in customer service, account management, billing, call center operations, or customer support preferred.
• Experience handling escalated customer concerns and complex problem resolution.
• Strong troubleshooting, analytical, and critical-thinking skills.
• Proficiency using CRM systems, billing platforms, and Microsoft Office applications.
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and professionalism.
• Strong attention to detail and documentation skills.
• Demonstrated ability to build customer trust through empathy, professionalism, and effective problem-solving.
• Ability to work independently and collaboratively within a team environment.
• Prior experience in utilities or telecom domains is a preference.