Customer Care Rep, Billing Services

LUMA Energy

About The Position

Responsible for delivering exceptional customer support, ensuring accurate billing processes, and collaborating with the Billing Services team to optimize operations and enhance customer satisfaction. Job Description: Supports Billing Services, Payment Processing, and Energy Irregularities functions to ensure seamless operations and timely resolution of customer needs. Assesses business requirements and recommend process and technology improvements to optimize billing operations and enhance customer experience. Analyzes customer service data and evaluate processes to identify opportunities for operational efficiency and improved service delivery. Interprets data analysis, documentation, and organizational skills to deliver insights that enable fact-based decision-making and performance improvement. Performs, enhances, and maintains analytical tools that facilitate accurate reporting and strategic decision-making. Recommends quality assurance controls to maintain compliance and ensure accuracy across billing processes. Identifies and analyze complex problems, conducts cost-benefit analysis, and proposes actionable solutions to mitigate risks and drive continuous improvement. Collaborates in solution design activities through brainstorming contributing ideas and perspectives to achieve equitable, customer-focused outcomes aligned with business goals. Gathers and review existing documentation, including policies and procedures, to ensure alignment with business requirements and regulatory standards. Analyzes business documentation and performance data to identify gaps and recommend improvements for compliance and operational efficiency. Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations. Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services. Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility. This position is with IBEW Union 787. If you accept an offer of employment, you will be required to affiliate with the Union. Additional Job Description: Education High School Diploma, or GED equivalent. Experience 1 to 3 years’ experience with functional role responsibilities. Availability to work rotating shifts and outside shift hours. Competencies (Skills) Strong customer-focused, professional, verbal, and written communication skills with the ability to work with a variety of people across the organization. Strong data analysis, documentation, and organizational skills to provide support for quantitative and qualitative analysis that measures business performance to enable fact-based decision-making. Demonstrate superior process mapping, project planning and time management capabilities. Proficient skills in the use of computer applications (Microsoft Office suite and CC&B). Attention to Detail: Ensures accuracy in data entry, documentation, and task execution. Process Adherence: Follows established procedures and workflows consistently. Time Management: Prioritizes tasks to meet deadlines and support team goals. Physical Demands: Stationary Position: Constantly Pushing/ Pulling/ Reaching: Seldom Kneel: Seldom Grab: Seldom Bend: Seldom Lift/Carry over: 0 - 15 pounds Working Conditions: Wet or humid: Seldom Working near or on moving mechanical parts: Never Working near or on heavy machinery: Never Working in high places: Never Exposed to fumes or airborne particles: Never Frequency of working in outdoor weather conditions: Never Work with electricity: Never Loud noise conditions: Seldom LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws. LUMA was created especially for Puerto Rico. We combine the expertise and resources of our parent companies, ATCO and Quanta Services. They are leading companies in services and solutions in the electric power sectors in North America and have taken their action to more than 100 countries around the world. They have a combined workforce of nearly 50,000 employees, as well as equipment and resources that will be available to Puerto Rico. Together, this group operates more than 52,000 miles of electrical transmission and distribution lines, covering 165,000 square miles of territory, and has overseen more than $51 billion in disaster recovery programs and supported over 300 state, local, and territorial jurisdictions. , with a wide range of emergency management services. At LUMA, people come first and safety is the foundation of our work.

Requirements

High School Diploma, or GED equivalent.
1 to 3 years’ experience with functional role responsibilities.
Availability to work rotating shifts and outside shift hours.
Strong customer-focused, professional, verbal, and written communication skills with the ability to work with a variety of people across the organization.
Strong data analysis, documentation, and organizational skills to provide support for quantitative and qualitative analysis that measures business performance to enable fact-based decision-making.
Demonstrate superior process mapping, project planning and time management capabilities.
Proficient skills in the use of computer applications (Microsoft Office suite and CC&B).
Attention to Detail: Ensures accuracy in data entry, documentation, and task execution.
Process Adherence: Follows established procedures and workflows consistently.
Time Management: Prioritizes tasks to meet deadlines and support team goals.

Responsibilities

Supports Billing Services, Payment Processing, and Energy Irregularities functions to ensure seamless operations and timely resolution of customer needs.
Assesses business requirements and recommend process and technology improvements to optimize billing operations and enhance customer experience.
Analyzes customer service data and evaluate processes to identify opportunities for operational efficiency and improved service delivery.
Interprets data analysis, documentation, and organizational skills to deliver insights that enable fact-based decision-making and performance improvement.
Performs, enhances, and maintains analytical tools that facilitate accurate reporting and strategic decision-making.
Recommends quality assurance controls to maintain compliance and ensure accuracy across billing processes.
Identifies and analyze complex problems, conducts cost-benefit analysis, and proposes actionable solutions to mitigate risks and drive continuous improvement.
Collaborates in solution design activities through brainstorming contributing ideas and perspectives to achieve equitable, customer-focused outcomes aligned with business goals.
Gathers and review existing documentation, including policies and procedures, to ensure alignment with business requirements and regulatory standards.
Analyzes business documentation and performance data to identify gaps and recommend improvements for compliance and operational efficiency.
Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.
Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.
Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.