The Squires Group seeking a highly motivated and detail-oriented Customer Service Representative to provide front-line support to utility customers through in-person, phone, and email interactions. The ideal candidate will handle a wide range of customer service responsibilities including billing disputes, service activations and disconnections, identity verification, and fraud investigation. This role requires sound judgment, excellent communication skills, and the ability to work in a fast-paced environment while ensuring compliance with company policies and regulatory requirements.

This role is onsite in Washington, DC.  Per our client contract, candidates must be U.S. Citizens or Green Card Holders.

Responsibilities

• Respond to walk-in, phone, and email inquiries related to billing issues, service requests, emergencies, deposits, and general customer concerns.
• Analyze customer account cases using SAP and determine the appropriate resolution in line with company policies and procedures.
• Efficiently resolve escalated customer complaints and service issues through all communication channels.
• Review and maintain accurate documentation for customer accounts, including leases, deeds, identification, and settlement documents.
• Initiate and update customer records, including adjustments and service orders, to resolve account discrepancies.
• Investigate and document identity verification issues and suspected fraud; escalate cases as necessary.
• Process customer applications and inquiries related to the Automatic Name Change Program (ANCP).
• Initiate service work orders using the billing system and ensure timely processing.
• Validate customer identity using public information tools to prevent fraudulent activity.
• Process incoming lease documents via fax and initiate related service requests.
• Provide administrative and logistical support to internal and external field collections staff.
• Assist in special projects and assignments such as reports, deposits, and data entry.
• Track and report on customer traffic statistics and daily teller transaction activities.
• Receive and process payments, including those from night deposit drop boxes; reconcile cash and check payments at end of day.
• Prepare and maintain daily financial reports related to payment processing.
• Serve as a company witness in court proceedings and regulatory hearings as required.
• Provide coverage for other walk-in office locations based on business needs.

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Experience in utility services, billing systems (e.g., SAP), or customer service roles is highly desirable.
• Strong analytical skills and ability to handle complex inquiries and problem-solving.
• Excellent interpersonal and communication skills.
• Ability to manage multiple tasks with attention to detail and accuracy.
• Flexible and adaptable to shifting work assignments

4 Reasons to Join The Squires Group, Inc.:
1. Our Commitment to You - We offer competitive pay, multi-year projects, and a list of exciting clients.
2. Work-Life Balance - We work hard; we work smart and have quality time for family and "life."
3. Golden Rule - We treat our consultants the way we want to be treated: with integrity, professionalism, and trust.
4. We Care About You – We help you meet your career goals and continuously support your efforts in the field.
 
Check out our Referral Program!
The Squires Group will pay you for every qualified professional that you refer and we place. If you see a position posted by The Squires Group and know the perfect person for the job, please send us your referral. For more information, go to https://bit.ly/squiresreferral.

The Squires Group, Inc. is an Equal Opportunity/Affirmative Action Employer.

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