Customer Support Representative - Payments & Accounts

Springbrook Holding Company LLC•American Fork, UT

2d•Onsite

About The Position

The Customer Support Representative serves as the primary point of contact for customers needing assistance with products, services, and system-related inquiries. This role focuses on delivering accurate, timely, and professional support while maintaining a strong customer experience. Specialists are expected to troubleshoot issues, document findings, collaborate across teams, and contribute to continuous improvement of support processes. This position is not eligible for remote work. Because of Payment Card Industry (PCI) Standards we require candidates in office at 108 South 700 East, American Fork, Utah. Bilingual (English/Spanish) skills are preferred.

Requirements

One-three years' experience providing customer support via phone and email.
Strong verbal and written communication skills.
Demonstrated problem-solving and analytical abilities.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Proficiency with ticketing systems, CRM tools, and basic office software.
Applicants must have the unrestricted ability to work in the United States (sponsorship will not be offered).

Nice To Haves

Bilingual (Spanish/English).
Understanding and experience working in the Payments area.
Strong collaboration and ability to work in a team environment.
Prior experience working in a municipal/local government, water billing, or electric billing agency is a plus.

Responsibilities

Respond to customer queries in a timely and accurate way, via phone or email, adhering to Xpress Bill Pay policies and best practices.
Provide front-line support to customers via phone, email, and ticketing systems.
Troubleshoot and resolve account, payment, and system-related issues with accuracy and professionalism.
Help customers set up accounts online through the XBP website and direct them to self-service tools.
Document all customer interactions and resolutions clearly and thoroughly in the ticketing system.
Identify root causes for each client case and escalate when appropriate.
Ensure all customer interactions are handled with empathy, clarity, and efficiency.
Update our internal knowledge base with information about technical issues, internal processes, and useful discussions with customers.
Identify opportunities to improve workflows, tools, and provide feedback on system limitations.
Adhere to and maintain awareness of Xpress Bill Pay policies, data security standards, and compliance requirements.
Report any security incident or suspected security incident to the Xpress Bill Pay Incident Response Team.
Continuously deepen knowledge of the XBP system through our in-house training program.