Department Support Specialist

Description

Customer Service Analyst –  (Billing & Case Management)

Location: Hybrid – 1 day/week onsite (Houston preferred; any Client office acceptable)
Schedule: Monday–Friday, 8:00 AM – 5:00 PM (local time zone)

Role Overview

• The Customer Service Analyst – Tier 2 supports escalated customer issues related to billing and service inquiries. This role works primarily within Salesforce, acting as a liaison between customers, internal teams, and utility partners to resolve complex cases that are escalated from the Tier 1 call center.
• The position requires a highly independent, detail-oriented professional who can manage and resolve cases remotely with minimal supervision.

• Manage and resolve escalated customer service cases (Tier 2) primarily related to billing and account issues

• Work within Salesforce to document, track, and resolve cases accurately and timely

• Act as an intermediary between customers, internal business teams, and external utility partners as needed

• Investigate discrepancies, identify root causes, and provide effective resolutions

• Ensure cases are handled in compliance with internal processes and service-level expectations

• Manage workload independently while meeting deadlines and quality standards

Required Skills & Experience

• Strong background in customer service, preferably in an escalations or Tier 2 support role

• Experience working with case management systems, ideally Salesforce

• Excellent attention to detail and problem-solving skills

• Ability to work independently in a remote environment

• Strong time management and organizational skills

• Basic Excel proficiency

Preferred Qualifications

• Experience with Order-to-Cash (O2C) systems

• Exposure to the energy or utilities market

• Prior experience handling billing-related customer issues

Education & Experience

• No specific degree or minimum years of experience required

• Relevant hands-on experience is strongly preferred over formal education