Customer Account Resolution Specialist

Customer Account Resolution Specialist

Location: Chamblee, GA 30341 (Onsite Only) Pay Rate: $20/hour

Job Summary

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 by 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.
• 12 years of 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 with 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 in a team environment.

Preferred Experience

• Experience in utility or telecommunications environments.

Mandatory Skills

• Billing
• Metering
• Customer Account Resolution
• Customer Service
• Call Center Support
• CRM Systems
• Account Maintenance
• Problem Solving
• Microsoft Office

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.