Customer Account Resolution Specialist

Customer Account Resolution Specialist

Customer Account Resolution Specialist

Job-Type: Full-time temporary position.

Location: 2858 Woodcock Blvd, Chamblee, GA 30341 (onsite only)

Work authorization: US Citizen or US Green Card only

Pay: $20 per hour

Hours: Monday-Friday (various shift times start early as 7:00am EST and end as late as 7:00pm EST)

****THIS FULL TIME TEMPORARY POSITION STARTS AUGUST 24, 2026 AND ENDS APRIL 30, 2027****

The Customer Account Resolution Specialist is responsible for delivering exceptional customer service while managing complex billing inquiries, account-related issues, and high-priority customer concerns. This role serves as a trusted point of contact for customers by resolving escalated issues, processing account adjustments, and providing timely solutions through multiple communication channels, including phone, email, and chat.

Key Responsibilities:

• Resolve complex customer inquiries related to billing, account maintenance, invoices, payments, refunds, credits, adjustments, and compensation requests.
• Manage emergency and priority customer situations, providing prompt, accurate, and empathetic resolutions.
• Support customers throughout the service order lifecycle, including order creation, modifications, fulfillment, and issue resolution.
• Troubleshoot customer concerns by identifying root causes and implementing effective solutions while ensuring a positive customer experience.
• Guide customers to appropriate products, services, programs, or available assistance based on their individual needs.
• Maintain strong customer relationships by responding professionally to inquiries and providing clear, solution-oriented communication.
• Accurately document all customer interactions, account activity, resolutions, and follow-up actions within company systems.
• Ensure compliance with company policies, procedures, regulatory requirements, and quality standards.
• Meet or exceed established Key Performance Indicators (KPIs), including productivity, quality, customer satisfaction, response times, and adherence metrics.
• Collaborate with internal departments to resolve complex account issues and ensure seamless customer support.
• Process service requests, account updates, billing corrections, and account maintenance activities with a high degree of accuracy.
• Provide support for insurance-related inquiries and ensure adherence to applicable insurance processes and performance standards.
• Identify opportunities to improve customer satisfaction and recommend process improvements.

Qualifications:

• High school diploma or equivalent required
• 1-2 years previous experience in customer service, account management, billing, call center operations, or customer support preferred.
• Experience handling escalated customer concerns and complex problem resolution.
• Strong troubleshooting, analytical, and critical-thinking skills.
• Proficiency using CRM systems, billing platforms, and Microsoft Office applications.
• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and professionalism.
• Strong attention to detail and documentation skills.
• Demonstrated ability to build customer trust through empathy, professionalism, and effective problem-solving.
• Ability to work independently and collaboratively within a team environment.

Preferences:

• Experience with utilities or telecom domains.

Mandatory Skills: Billing, Metering etc.

The expected compensation for this role ranges from $25,000 to $50,000. Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law. Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.