Customer Account Investigator - Field Escalations Team

Customer Account Investigator - Field Escalations Team

Salary

$45,302.40 - $77,334.40 Annually

Location

400 Jefferson Davis Highway, Richmond, VA

Job Type

Full-Time

Job Number

35M00000086

Department

Public Utilities

Opening Date

08/12/2026

Closing Date

8/26/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Description

The City of Richmond Department of Public Utilities is seeking a highly qualified candidate to fill a Customer Account Investigator - Field position within the Customer Service - Escalations Team. This position is responsible for resolving customer complaints or billing queries, correcting errors in customer accounts, processing changes to accounts, and assisting customers with any other issues within an assigned area of responsibility. Work may include collecting, compiling and recording evidence and data; generating service orders; contacting customers to resolve complaints or inquiries; completing field related work; corresponding with internal or external departments of business.

The selected candidate may be required to work overtime, nightshift, weekend and holiday call as scheduled.

Duties include but are not limited to

• Resolving complex customer or businesses complaints of billing inquiries
• Computing and processing adjustments to customer accounts;
• Generating and completing field work related to new consumers, off finals, and reconnections
• Investigating account issues in the field associated with escalated customer complaints;
• Working various reports in the area and contacting customers via letter or phone
• Maintaining various reports, account logs and files and the timely submission of same to supervisor and appropriate staff;
• Communicating with internal and external customers in a timely and professional manner to provide and maintain good customer service delivery and be responsible for all other duties as assigned;
• Performing other duties as assigned.

Qualifications, Special Certifications and Licenses

MINIMUM TRAINING AND EXPERIENCE:

• Associates degree in a related field OR Vocational or technical training beyond High School equivalent to two years of college
• Two years of related experience
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

PREFERRED QUALIFICATIONS:

• Operator Qualification (OQ) or ability to obtain within six (6) months of hire
• Customer escalations response, written and in person
• Experience in fraud detection and prevention
• Proficiency in Microsoft Office and other relevant software;
• Strong communication and analytical skills;
• Demonstrated experience to communicate with internal and external customers in a timely and professional manner to provide and maintain good customer service;
• Two (2) to four (4) years of utility experience in gas and water field operations is preferred

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

• May require valid Drivers License
• Must possess or obtain Operator Qualification within 6 months of hire

KNOWLEDGE, SKILLS, AND ABILITIES:

TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

• CIS (Banner) utility billing software and forms
• Generating service orders
• Utilities Meters (gas/water) and interpreting their readouts
• Computer programs such as Microsoft Office Suite (Outlook, Excel, Word etc.)
• Relevant City policies and procedures regarding customer service interactions
• Fair Accurate Credit Transaction Act and the Fair Credit Reporting Act

Skills (some combination of the following):

• Customer service
• Corresponding with internal and external departments
• Math needed in a business setting (e.g. algebra)
• Interpersonal communication
• Interacting with irate or irrational customers
• Utilizing standard office equipment such as printers, fax machines, etc.

Abilities (some combination of the following):

• Problem solve
• Making critical decisions
• Follow procedures and policies

Americans with Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly finger, talk, hear, see, and perform repetitive motions; frequently walk; and occasionally stoop, reach, stand, push, pull, lift, grasp, and feel. The working conditions may contain environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Veronica Kenner, by email at HR-ADA@rva.gov.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans. We are an official V3 Certified Company.

The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.

01

10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veterans widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?

• Yes
• No

02

5-point veterans must have been discharged under honorable conditions and had one of the following: Active duty in the Armed Forces of the United States, in a war, or during the period 4/28/52-7/1/55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2/1/55 and 10/14/76 or active duty during the Gulf War sometime between 8/2/90 - 1/2/92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9/11/2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?

• Yes
• No

03

Which best describes your years of experience conducting field audits?

• No experience
• Less than 1 year
• 1 - 3 years
• 3 - 5 years
• More than 5 years

04

Have you ever conducted field investigations related to escalated customer complaints?

• Yes
• No

05

Are you comfortable working independently in the field, including entering residential or commercial properties to inspect gas and/or water services?

• Yes
• No

06

Do you have a valid VA drivers license or the ability to obtain one within 30 days?

• Yes
• No

07

In the space below, please describe your experience with resolving customer complaints and billing inquiries, as well as rectifying errors in customer accounts.

Required Question

Employer City of Richmond

Address 900 East Broad Street

Suite

Richmond, Virginia, 23219

Phone (804) 646-5660

804-646-5660

Website https://www.rva.gov/