Utilities Account Service Specialists

Insight Global is seeking a Utilities Account Services Specialist to support a high‑volume, semi–call‑center environment. This role blends customer interaction, account research, and administrative processing. Specialists will handle a mix of inbound and outbound communication, assist customers with water/sewer/stormwater billing questions, resolve escalations, and ensure customer accounts are accurate and up‑to‑date.
RESPONSIBILITIES:
• Provide customer support via phone, email, and occasionally in person
• Research and resolve customer issues including billing questions, service concerns, payment arrangements, and account changes
• Handle escalated issues that require deeper investigation.
• Perform account reviews, corrections, and routine audits within the utility billing system
• Create and submit service orders when field support is needed
• Support new service applications (starting/activating service, confirming water/sewer availability, processing fees)
• Process daily reports, adjustments, leaks, complaints, and other account‑related tasks
• Work with internal teams like Revenue Recovery and New Services on account resolution

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• 1+ year of customer service or administrative experience (call center experience preferred)
• Strong communication skills — clear verbal and written interaction
• Comfortable working in a structured environment handling high call/email volume
• Proficient with Microsoft Office — especially Excel; ability to learn new internal systems
• Strong organizational skills and attention to detail
• Ability to work independently and collaboratively
• Reliable and committed to 5 days onsite
• Ability to handle sensitive customer concerns with professionalism and empathy

• Experience working in a utility, government, or other regulated service environment
• Bilingual (any language)
• Preferred: experience with billing systems, GIS/mapping tools, or utility account processes (not required)

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.