Customer Care Specialist

Customer Care Specialist

The future of energy is digitized, decarbonized and localized. At SmartestEnergy, we need revolutionary thinkers to help our customers make the most of this new landscape, thinking differently to find smart solutions to complex problems.

Formed in 2001, we're an agile business driven by entrepreneurial thinking. As a subsidiary of the Marubeni Corporation, we also have strong investment and infrastructure behind us. As well as our three offices in the US, we have three offices in the UK and another in Australia. Further expansion is planned for 2026 and beyond which means global career opportunities for you, with plenty of potential to explore new markets.

When you join our Team, you will have the opportunity to contribute and make an impact every single day.

Principal Role

The principal role of the Customer Care Specialist is to support the customer lifecycle including but not limited to onboarding and enrolling customers, responding to customer requests, and ensure customer's receiving high quality of service. This position will also support Sales and Billing Teams with inquiries as needed. The Customer Care Specialist will be one of the primary users of SmartestEnergy's Billing System and Salesforce CRM.

In This Role, You Will Be Involved With The Following:

• Support company objectives to promote world class customer service
• Customer life cycle management including processing all transactions related to serving the customer, including enrollments, drops, and rate changes
• Manage the resolution process of all customer related issues received via incoming phone calls, emails or cases
• Help identify trends in customer satisfaction or dissatisfaction
• Work closely with Billing, Pricing and Sales to understand the full customer journey to support first time resolution on customer inquiries
• Follow up on Billing questions and provide timely resolution
• Collections Activities including phone calls and emails to customers regarding past due balances
• Ensure that information security policies and procedures are adhered to.

To Be Successful In This Role, You Are Likely To Have The Following Skills/Experience:

• 1-3 years in a customer service role
• Knowledge of or experience with the functions of billing and/or CRM platforms
• Superior communication skills, both written and verbal
• Strong attention to detail, follow-through and reliability
• Experience using Excel (formulas, pivot tables, etc)
• Demonstrated ability to show professional drive, commitment to success, while working under tight time constraints and pressure
• Strong ability to work collaboratively with and across teams
• Previous experience within retail energy a plus

Note: This position is based out of our downtown Syracuse, NY office with expectations for in-office working at least 2-3 days per week. This position is also eligible for hybrid work arrangements assuming strong individual performance.

The work hours are typically between 8am - 5pm, weekdays.

The hourly rate for this role is between $26 - $32/hour, depending upon the specific experience and work history of the selected candidate.

Celebrating our inclusive and diverse culture is core to what we do. We value everybody irrespective of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability and genetic information (including family medical history). EOE.

We know that for our business to thrive we need diverse talent with a range of backgrounds, skills and capabilities in each of the countries in which we operate. We view diversity as one of the key enablers that helps our business to grow.