Customer Care Specialist II

SmartestEnergy

. Resolve complex customer and broker inquiries about billing, contracts, rates, credits, refunds, and account activity .

Posted 10/31/2026full-timeSyracuse • New York • United StatesMid-LevelSenior💰 $60,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in resolving complex customer inquiries and managing account activities, with a strong focus on Salesforce documentation and collaboration with internal teams. Proficient in training and mentoring peers while ensuring compliance with company policies and operational standards.

Highest-signal resume keywords

Customer Care ExperienceSalesforce ProficiencyBilling Issue ResolutionAccount ManagementTraining and Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Billing ManagementContract VerificationIssue ResolutionData ResearchWorkflow Improvement

Soft Skills

CommunicationProblem-SolvingCollaborationProactive Follow-UpMentoring

Tools & Technologies

SalesforceCRM SoftwareElectronic Data Interchange (EDI)

Industry Keywords

Retail EnergyUtilitiesAccount ManagementCustomer OperationsRegulated Industry

About the role

Key responsibilities & impact

Resolve complex customer and broker inquiries about billing, contracts, rates, credits, refunds, and account activity
Participate in broker meetings and support account discussions and issue resolution
Manage cases through resolution and coordinate timely internal and external communications
Maintain accurate Salesforce documentation
Escalate matters requiring policy exceptions, additional approvals, management intervention, or resolution beyond established authority
Research billing discrepancies, verify contracted rates, and coordinate account corrections and approved contract changes
Support enrollments, renewals, drops, rejections, and reinstatements
Proactively follow up on at-risk accounts
Work with utilities to resolve enrollment, billing, and Electronic Data Interchange (EDI) issues
Partner with Billing, Sales, Pricing, and other internal teams to coordinate solutions and communicate operational gaps and risks
Facilitate POD operational meetings, document issues and agreed actions, coordinate follow-up, and escalate unresolved issues to the Customer Care Manager
Identify recurring issues, recommend workflow improvements, and support approved changes, reporting, system testing, and automation
Train and guide less-experienced colleagues without direct people-management responsibilities

Requirements

What you’ll need

Three or more years of experience in customer care, customer operations, account management, billing, or a related service role
Experience researching and resolving complex customer or billing issues
Experience using Salesforce or another CRM and a customer billing or account-management platform
Experience supporting commercial or industrial customers in retail energy, utilities, or another regulated industry preferred
Experience working with brokers, utilities, or other external business partners preferred
Experience training or mentoring peers preferred
Associate or bachelor’s degree in business, communications, finance, energy, or a related field preferred; equivalent relevant experience may be considered
Follow company policies, approval requirements, and information-security standards

Benefits

Comp & perks

Hybrid work arrangement
Training and guidance opportunities
Opportunity to contribute and make an impact
Global career opportunities and potential to explore new markets
Equal employment opportunity
Reasonable accommodation during the application or interview process