Customer Account Specialist - Residential Specialist Team

Customer Account Specialist - Residential Specialist TeamAs a Customer Account Specialist (CAS), you will help customers navigate complex account questions and concerns while delivering exceptional customer service to our community. As part of the Residential Specialist Team, you will provide specialized support through phone and chat interactions, conduct detailed account research, and resolve issues that require advanced problem-solving and attention to detail. The Residential Specialist Team supports several specialized programs and services, including Opt-Out, Solar, High Consumption, Residential Rebates, Fiber, and other complex customer account matters. This role also serves as a resource for frontline representatives and internal partners when additional expertise is needed. What You'll Do: Customer SupportRespond promptly and professionally to customer inquiries via phone and chatPrimary for CAS Assist, High Consumption, Opt-Out, Solar, and Fiber queuesSupport Residential and Property Manager queues as necessaryResearch and resolve complex account, billing, and service-related issuesExplain policies, rates, programs, and account information in a clear and customer-friendly mannerDeliver solutions that balance customer needs with company policies and proceduresOffline Work and ReportingReview and process specialized account requests and documentationAdminister Residential Rebate programs, including reviewing applications and processing eligible account creditsComplete account research, reporting, and follow-up activitiesMaintain thorough documentation and ensure timely completion of assigned workSubject Matter ExpertiseServe as a resource for specialized account inquiries, account concerns, and program-related questionsProvide guidance and support to Customer Service Representatives and internal partners when specialized expertise is neededSupport customers and employees with issues related to Solar, High Consumption, Fiber, Residential Rebates, and other specialized processesUse sound judgment and strong analytical skills to resolve complex situations and achieve positive outcomes for customersWho You Are:One or more years of experience in C2M is highly preferredDemonstrated customer service experience and a passion for helping customersStrong problem-solving, research, and analytical skillsExcellent communication skills with the ability to explain complex information clearlyStrong attention to detail and ability to manage multiple prioritiesAbility to build collaborative relationships with customers, coworkers, and internal stakeholders.