Customer Care Representative

MyHR Partner, Inc • Allentown, PA

74d • $21 - $23 • Onsite

About The Position

As a Customer Care Representative with Lehigh County Authority (LCA) in Allentown, Pennsylvania, you will help customers, contractors, title companies, developers, field staff, and internal departments navigate utility-related needs. The role handles billing questions, payment concerns, service issues, water shutoffs, leaks, account questions, and other customer requests. It calls for someone who values accuracy, enjoys variety and problem-solving, and takes pride in providing a positive customer experience, including during difficult or time-sensitive situations.

The position is part of a collaborative Customer Care team at an essential public water and wastewater utility. You will use multiple business systems, investigate account and billing issues, and coordinate with Finance, meter technicians, contractors, and other teams to resolve requests. The role is onsite in Allentown and has a Monday–Friday schedule of 8:15 a.m.–4:45 p.m., with no evening, weekend, holiday, or overtime requirements. Starting pay is $21.00–$23.00 per hour.

Requirements

• At least 2 years of customer service experience in a high-volume, customer-facing environment.
• Experience handling account inquiries, billing questions, service requests, or complex customer concerns.
• Ability to remain composed and professional with upset, frustrated, or escalated customers.
• Strong investigative and problem-solving skills, including the ability to examine histories and issues to find answers.
• Excellent attention to detail and commitment to accuracy.
• Strong follow-through and ownership to ensure issues are fully resolved.
• Ability to multitask across phones, email, software systems, and requests from multiple stakeholders.
• Proficiency with Microsoft Office and computer-based business systems.
• High school diploma or GED.

Nice To Haves

• Experience in utilities, municipal services, accounts receivable, billing support, collections, call centers, telecommunications, banking, healthcare administration, or similar customer-focused environments.

Responsibilities

• Serve as a primary contact for customers calling about water shutoffs, high bills, payment plans, assistance programs, leaks, account questions, and service concerns.
• Prioritize inbound calls, emails, walk-in visitors, and operational requests while maintaining a positive customer experience.
• Handle difficult conversations calmly and professionally, focusing on solutions and following policies and procedures.
• Use multiple systems to update customer information, process account changes, generate service requests, and maintain accurate records.
• Investigate account histories, billing discrepancies, misapplied payments, and payment questions, working with Finance and other departments to resolve them.
• Troubleshoot unusually high utility bills and explain next steps, available options, and applicable policies.
• Coordinate requests from title companies, developers, meter technicians, contractors, and internal teams.

Benefits

• Medical, dental, and vision insurance for employees and eligible dependents.
• Generous paid time off, personal days, excused absences, and paid holidays.
• Company-paid life insurance.
• Short-term and long-term disability coverage.
• Pennsylvania Municipal Defined Benefit Retirement Plan.
• 457-retirement savings plan.
• Opportunity to develop long-term expertise within an essential public utility organization.
• Collaborative onsite team environment with support from experienced customer care professionals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED