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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service operations, particularly in billing, collections, and complaint resolution, while leveraging data analysis and process improvement to enhance the customer experience. Proficient in utilizing CRM and digital tools to support customer engagement and service delivery.
Highest-signal resume keywords
Customer Service OperationsBilling And CollectionsData AnalysisProcess ImprovementCRM Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
BillingCollectionsCustomer RecordsRoot-Cause AnalysisPerformance IndicatorsCustomer Engagement CadenceQuality MetricsProductivity MetricsResolution MetricsRepeat-Contact Metrics
Soft Skills
AnalyticalCollaborativeCommunicativeOrganizedSolution-Oriented
Tools & Technologies
CRMIVRExcelPowerPointDashboardsPower BIDigital Customer Relationship Management Tools
Certifications & Qualifications
Customer ExperienceCustomer ServiceContact CentersContinuous ImprovementProcess Management
Industry Keywords
Customer ServiceCustomer SupportContact CentersCustomer RelationsCustomer ExperienceSpecialized Service
About the role
Key responsibilities & impact- Support the execution of specialized customer service activities related to accounts and billing.
- Monitor requests related to invoices, collections, and disputed charges, tracking deadlines, records, volumes, repeat occurrences, and performance indicators.
- Support the handling of complaints, questions, and requests regarding account reviews, billing, payment plans, outstanding balances, rebilling, duplicate invoices, and bill breakdowns.
- Record, monitor, and escalate sensitive cases or dissatisfied customers.
- Collaborate with internal teams such as billing, sales, operations, meter reading, customer records, technology, digital channels, and regional units.
- Identify recurring complaints and support root-cause analyses related to billing.
- Suggest improvements to workflows, scripts, communications, materials, systems, and customer service processes.
- Support initiatives to improve the customer journey, digitization, automation, and the experience across IVR, CRM, knowledge bases, dashboards, self-service, and digital channels.
- Collect, organize, and analyze data, performance indicators, and complaints to support diagnostics, reports, action plans, and continuous improvement.
- Contribute to simple, empathetic, human-centered, and technically accurate responses.
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Communications, Marketing, Engineering, Technology, Commercial Management, Economics, or a related field.
- Experience in customer service, customer support, contact centers, customer relations, customer experience, or specialized service.
- Experience in customer service operations, preferably handling requests related to accounts, collections, billing, or commercial matters.
- Experience supporting the handling of complaints, dissatisfied customers, questions about invoices, collections, or disputed charges.
- Basic knowledge of billing, collections, customer records, customer engagement cadence, and the customer service journey.
- Basic knowledge of customer service, quality, productivity, satisfaction, resolution, and repeat-contact metrics.
- Interest in process improvement, root-cause analysis, journey redesign, automation, and customer experience transformation.
- Knowledge of customer service tools, CRM, IVR, digital channels, Excel, PowerPoint, and dashboards.
- Power BI, process automation, and digital customer relationship management tools are desirable.
- English proficiency is desirable for reading materials on trends and best practices in customer experience and specialized customer service.
- Preferred qualifications: coursework or certifications in Customer Experience, Customer Service, Contact Centers, Continuous Improvement, Process Management, or digital tools.
- Analytical, collaborative, communicative, organized, and solution-oriented profile.
Benefits
Comp & perks- Transportation allowance
- Meal and food allowances
- Christmas food basket
- Profit-Sharing Program (PPR)
- Private pension plan
- Medical insurance
- TotalPass
- Birthday day off
- Childcare allowance
- Extended maternity and paternity leave
- Continuous learning
- Collaborative work environment
- Growth opportunities