Customer Specialist 1

Customer Service Specialist

LeadStack Inc. is an award-winning, one of the nation's fastest-growing, certified minority-owned (MBE) staffing services provider of contingent workforce. As a recognized industry leader in contingent workforce solutions and Certified as a Great Place to Work, we're proud to partner with some of the most admired Fortune 500 brands in the world.
Description: General knowledge of basic math and company policies, procedures, rates, rules, and customer programs. Entry-level position. The Customer Service Specialist primary responsibility is to respond to verbal account inquires over the phone. The CSP must answer questions related to all aspects of company servicing. In addition, the CSR must make repeated instantaneous decisions regarding the information given by the customer. This position must be handled with a consistently high level of concern and courtesy in meeting the needs of our customers while maintaining a high degree of professionalism. Assist the customer service supervisor with other duties as assigned.
Education Requirement: A. High School Diploma or Equivalent
Day-to-Day Responsibilities/Workload: The Contingent Worker will support the Arrearage Management Program (AMP) within Credit and Payment Services by processing customer accounts, reviewing eligibility, resolving exceptions, supporting customer outreach, and helping maintain operational throughput for a complex, compliance-driven program. This role is intended to provide operational execution support, not program ownership or independent regulatory interpretation.
Required Skills/Attributes:
Experience reviewing, processing, or supporting customer accounts in a utility, billing, collections, customer service, or operations environment.
Strong attention to detail and ability to follow step-by-step procedures consistently in a high-volume production environment.
Ability to analyze customer account information, identify discrepancies, and determine when escalation is required.
Strong written and verbal communication skills, including the ability to document account actions clearly and professionally.
Customer-focused mindset with empathy, patience, and professionalism when supporting customers experiencing financial hardship.
Ability to work with sensitive customer information while maintaining confidentiality, accuracy, and compliance with internal policies.
Ability to adapt to changing procedures, new work streams, system updates, and evolving program requirements.
Demonstrated accountability for meeting deadlines, service levels, and quality expectations.
Comfort working independently while also collaborating with peers, SMEs, leadership, and cross-functional partners.
Basic proficiency with Microsoft Office tools, including Outlook, Excel, Word, and Teams.
Desired Skills/Attributes:
Prior experience with AMP, PIPP, CARE/FERA, billing, credit and collections, or income-qualified customer programs.
Experience using SAP IS-U/S4, C/4, Customer 360, AMP databases, case management tools, or similar customer account systems.
Experience processing exception-based work, researching account history, or resolving complex billing/account scenarios.
Understanding of regulatory, compliance, or audit-driven work environments where documentation accuracy is critical.
Ability to support multiple work streams, prioritize urgent items, and maintain performance during workload fluctuations.
Experience supporting knowledge transfer, peer coaching, onboarding, or procedure-based training.