Customer Care Representative

Customer Care Representative Are you someone who enjoys helping people, digging into details, and figuring things out when the answer isn't immediately clear? As a Customer Care Representative with Lehigh County Authority (LCA) in Allentown, PA, you'll work directly with customers experiencing billing questions, payment concerns, service issues, water shutoffs, and leaks while partnering with coworkers across the organization to find solutions. This is an excellent opportunity for someone who enjoys variety, values accuracy, and takes pride in helping people navigate challenging situations while delivering a positive customer experience! What the Job Looks Like As a key member of our Customer Care team, you'll help customers, contractors, title companies, developers, field staff, and internal departments navigate a wide range of utility-related needs. Day to day you'll: Serve as a primary point of contact for customers calling about water shutoffs, high bills, payment plans, assistance programs, leaks, account questions, service concerns, etc. Prioritize competing demands from inbound calls, emails, walk-in visitors, and operational requests while maintaining a positive experience for all customers. Build trust with customers during difficult conversations by remaining calm, professional, and solution-focused while ensuring policies and procedures are followed. Navigate multiple systems to update customer information, process account changes, generate service requests, and maintain accurate records. Investigate customer account histories, billing discrepancies, misapplied payments, and payment-related questions, partnering with Finance and other departments to drive resolution. Troubleshoot unusually high utility bills and educate customers on next steps, available options, and applicable policies. Coordinate with title companies requesting final bills, developers working on new projects, meter technicians, contractors, and internal teams to keep work moving forward. What We're Looking For This is not a role for someone who prefers routine, predictable interactions. Here, every day brings different situations and priorities, providing the variety, challenge, and problem-solving opportunities that keep the work engaging and meaningful! Ideally, you bring: 2+ years of customer service experience in a high volume customer-facing environment. Experience with account inquiries, billing questions, service requests, or complex customer concerns. The ability to remain composed and professional when working with upset, frustrated, or escalated customers. Strong investigative and problem-solving skills, with the curiosity to dig into histories and issues to find answers. Excellent attention to detail and a dedication to providing a high degree of accuracy in your work. Strong follow-through and ownership, ensuring issues are fully resolved rather than simply passed along. Experience multitasking between phones, email, software systems, and multiple stakeholder requests. Proficiency with Microsoft Office and computer-based business systems. A high school diploma or GED. Experience in utilities, municipal services, accounts receivable, billing support, collections, call centers, telecommunications, banking, healthcare administration, or similar customer-focused environments is helpful! Lehigh County Authority provides water and wastewater services that support homes, businesses, and communities throughout the region. Our work directly impacts the daily lives of the customers we serve, making reliability, responsiveness, and customer care a top priority. Our Customer Care team works together to solve problems, answer questions, and help customers navigate situations that are often urgent, stressful, or time-sensitive. We value professionalism, teamwork, accountability, and a commitment to getting the details right. What We Offer You Beyond the opportunity to build a rewarding career serving customers throughout the Lehigh Valley, we offer: Starting pay range of $21.00 - $23.00 per hour Monday-Friday, 8:15 am 4:45 pm schedule (no evening, weekend, holiday, or overtime requirements!) Opportunity to develop long-term expertise within an essential public utility organization Collaborative onsite team environment with support from experienced customer care professionals 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 and a 457-retirement savings plan If you're looking for meaningful work, a supportive team, and the opportunity to help people through some of life's everyday challenges, we'd love to hear your story!