Kyndall Brown

Billing Specialist for Duke Energy through Liveops

05/2023-Current

• Interact with customers via telephone to answer billing inquiries and respond to account-related issues while using company resources to research
• Analyze billing statements and line items to assist customers in understanding their bill
• Offer solutions that keep customers' accounts in good standing i.e., grant extensions on due dates/disconnection dates, installment plans, and budget billing
• Help customers who are financially struggling by researching and providing assistance agencies' information to help them restore or keep their service
• Set up autopay for customers and update account information
• Report service outages/emergency situations for customers and provide updated information about outages
• Create Ad-Hoc documents for customer requested account information
• Escalate complex issues to appropriate department to ensure rapid support
• Assist customers with Duke Energy website and app
• Promote company products and services;
• Document each case with detailed notes.