Customer Resolution Analyst

Customer Resolution Analyst (Junior)
Location: Philadelphia, PA
Work Setup: Hybrid
Pay Rate: $28/hr W2 no benefits included

We are seeking a Customer Resolution Analyst to join our Customer Complaints and Resolution team. This role is ideal for individuals with strong customer service, call center, medical billing, or account resolution experience who enjoy solving problems, investigating billing issues, and helping customers reach successful outcomes.

The ideal candidate will be comfortable speaking with customers over the phone, reviewing billing information, researching account discrepancies, and working collaboratively to resolve complaints. This position combines customer interaction with basic analytical skills to identify and correct billing and account-related issues.

Key Responsibilities

• Handle customer complaints and inquiries professionally and efficiently
• Communicate directly with customers via phone to understand concerns and provide resolutions
• Review and analyze billing information to identify discrepancies and determine appropriate corrective actions
• Research account issues and work with internal teams to resolve customer concerns
• Document findings, resolutions, and customer interactions accurately
• Maintain a high level of customer service while managing sensitive situations
• Support compliance with Public Utility Commission (PUC) guidelines and processes
• Collaborate with team members to improve customer outcomes and resolution effectiveness

Required Qualifications

• High School Diploma or GED required
• 1+ year of customer service experience in a customer-facing environment
• Experience handling customer complaints, escalations, or account inquiries
• Strong verbal communication skills and confidence speaking with customers by phone
• Ability to review billing information and identify issues requiring resolution
• Strong problem-solving and investigative skills
• Ability to work effectively in a team-oriented environment

Preferred Qualifications

• Call center experience
• Medical billing, healthcare billing, utility billing, or account resolution experience
• Experience researching and resolving customer account issues
• Familiarity with Public Utility Commission (PUC) or similar regulatory environments is a plus

What We're Looking For

Successful candidates will have a strong balance of customer service and problem-solving skills. This role is best suited for individuals who enjoy working directly with customers and resolving issues. Candidates whose backgrounds are heavily focused on back-office or desk-based data analysis without significant customer interaction may not be the best fit.

Additional Details

• Contract - Hybrid Schedule
• Virtual Interview Process
• Minimum of 1 year of customer-facing customer service experience required

If you enjoy helping customers, solving billing-related issues, and working in a collaborative environment, we encourage you to apply.