Customer Service Representative I - Resolution Representative

Customer Service Representative I - Resolution Representative

Location: Hybrid within Florida Service Area Locations or Dover, DE

(FL locations: West Palm Beach, Jacksonville, Fernandina Beach, Winterhaven, Spring Hill, Debary, Marianna, Doral, Rockledge)

What makes us great

At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships.

Your role in our success:

The Customer Service Representative I (aka Resolution Representative) is responsible for investigating, managing, and resolving complex customer inquiries and escalated complaints that extend beyond standard contact center support. This role serves as a critical liaison between customers, internal departments, and external regulatory or advocacy entities to ensure timely, accurate, and policy-compliant resolutions. The Resolution Representative handles sensitive customer issues including billing disputes, payment investigations, service concerns, and regulatory complaints. Success in this role requires sound
judgment, strong communication skills, attention to detail, and a commitment to delivering a fair and positive customer experience.

What you'll be working on:

• Receives daily correspondence from shared mailboxes to resolve customer inquiries.
• Creates customer accounts, communicates updates to customers, and creates appropriate work orders, as needed.
• Completes customer account data clean-up maintenance.
• Processes customer payments.
• Receive, research, investigate, and resolve escalated customer inquiries and complaints originating from the contact center, leadership referrals, or external agencies.
• Manage and respond to regulatory and formal complaints (e.g., Public Service Commission, Better Business Bureau, executive escalations), including documentation, investigation, and resolution within required timeframes.
• Review customer account activity, billing history, payments, and service records to determine root cause and appropriate resolution.
• Create and update customer accounts, initiate service orders, and coordinate with internal teams to ensure corrective actions are completed.
• Communicate clearly and professionally with customers regarding findings, resolutions, billing explanations, and available payment or assistance options.
• Collaborate with Billing, Field Operations, Credit & Collections, and other departments to resolve
  complex or cross-functional issues.
• Accurately document all actions, findings, and resolutions in applicable systems to ensure auditability and compliance.
• Support customer retention by offering appropriate programs such as payment plans, budget billing, or assistance programs when applicable.
• Handle sensitive customer interactions with empathy, professionalism, and confidentiality.
• Perform customer account maintenance and data clean-up activities as assigned.
• Process and route incoming and outgoing correspondence related to customer resolutions.
• Participate in team meetings, quality reviews, and process improvement initiatives.
• Provide feedback on recurring issues and opportunities to improve customer experience and operational efficiency.
• Support special projects or cross-functional initiatives as needed.

Who you are:

• High School Diploma or GED required
• Minimum of two (2) years of customer service experience in a fast-paced environment
• Experience handling escalated or complex customer issues preferred
• Standard drivers' license
• Understanding of customer service principles and complaint resolution practices
• Knowledge of company policies, procedures, and safety requirements
• Strong verbal and written communication skills
• Proficiency with Microsoft Office applications; experience with customer information systems (e.g., SAP or similar) preferred
• Ability to analyze account data and billing information accurately
• Ability to manage multiple cases simultaneously and meet deadlines
• Ability to remain calm and make sound decisions in high-pressure situations
• Ability to work independently and collaboratively within a diverse team environment
• Bilingual (English/Spanish) preferred

Benefits/what's in it for you?

• Flexible work arrangement
• Competitive base salary
• Fantastic opportunities for career growth
• Cooperative, supportive and empowered team atmosphere
• Annual bonus and salary increase opportunities
• Monthly recognition events
• Endless wellness initiatives and community events
• Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!
• Paid time off, holidays and a separate bank of sick time!

Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email careers@chpk.com.