Customer Care Specialist II

SmartestEnergy•Syracuse, NY

10d•Hybrid

About The Position

Support commercial electricity customers across Northeast retail energy markets by resolving complex customer and broker inquiries. Research billing and account issues, coordinate with utilities and internal teams, and provide clear, timely solutions. This is an individual-contributor role that provides training and guidance to Customer Care Specialist I team members without direct people-management responsibilities. The role is hybrid, with at least 2–3 days per week of in-office work expected; attendance at off-site broker meetings may also be required.

Requirements

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.

Nice To Haves

Experience supporting commercial or industrial customers in retail energy, utilities, or another regulated industry.
Experience working with brokers, utilities, or other external business partners.
Experience training or mentoring peers.
Associate or bachelor’s degree in business, communications, finance, energy, or a related field; equivalent relevant experience may be considered.

Responsibilities

Resolve complex customer and broker inquiries about billing, contracts, rates, credits, refunds, and account activity within established policies and approval limits.
Participate in broker meetings to support account discussions and issue resolution; attend off-site broker meetings when required.
Manage cases through resolution, coordinate clear and timely internal and external communications, and 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, including proactive 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 to internal stakeholders.
Facilitate POD operational meetings, document issues and agreed actions, coordinate follow-up, and escalate resource, priority, or 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 while following company policies, approval requirements, and information-security standards.