Customer Service Specialist Energy & Billing Support
Resume:
Sabrina Bolts
Lancaster TX • 469-***-**** • ************@*****.***
SUMMARY
Customer service representative experienced in supporting energy customers with billing questions, account updates, and service requests. Handles high call volumes, resolves issues efficiently, and maintains accurate account records while providing clear information about energy services and payment options.
SKILLS
• Customer dispute resolution • Customer service
• Claims processing • Active listening
• Payment investigations • Chargeback handling
• Customer communication • Account research
• Case documentation • Problem solving
• Conflict resolution • CRM systems
• Time management • Attention to detail
• Data entry
Experience
Customer Service Representative, 08/2022 to Current Austin Energy – Remote, TX
Assisted customers with questions about energy accounts, billing statements, and service requests while handling an average of 80–100 calls per day.
•
Processed payments, set up payment arrangements, and explained billing details to help customers understand their energy charges.
•
Updated customer information, opened new service accounts, and handled service transfers for customers moving in or out of properties.
•
Resolved billing concerns and service issues by reviewing account history and coordinating with internal teams when needed.
•
Documented customer interactions and account updates in the CRM system, maintaining 98% documentation accuracy.
•
Provided clear information about energy plans, programs, and available payment options to help customers manage their accounts.
•
Dispute Resolution Specialist, 09/2021 to 08/2022
Klarna – Remote, TX
Opened and investigated customer disputes for unauthorized or incorrect transactions, reviewing account activity and supporting documentation to determine next steps.
•
Assisted customers with filing claims and provided updates on dispute status while handling 60+ cases per week.
•
Reviewed payment details, merchant responses, and transaction records to support fair and accurate claim decisions.
•
Communicated with customers and merchants to gather required information and resolve transaction concerns.
•
Documented dispute activity, investigation notes, and outcomes in the claims system, maintaining 98% documentation accuracy.
•
Explained dispute timelines, refund processes, and next steps to customers to ensure clear expectations and reduce repeat inquiries.
•
EDUCATION
Bachelor of Arts: Behavioral Psychology, 09/2024
Southern New Hampshire University - Manchester, PA GED: 01/2018
Skyline High School - Dallas, TX
Contact this candidate