Customer Account Specialist - Call Center

Job Title: Customer Account Specialist
Location: Richmond, VA or Norfolk, VA — Hybrid; MUST be local or able to drive in; commute should be no longer than 45 minutes

Job at a Glance

We are seeking candidates to join the Customer Account Management team to assist residential customers with basic to complex residential inquiries, including high bill inquiries, support/assistance to resolve customer inquiries, performing billing reconciliation through analysis and reconciliation to resolve customer needs, and providing detailed explanations/applications of electric rates.

Responsibilities

• Assist residential customers with high bill inquiries and other support needs.

• Perform billing reconciliation through analysis and reconciliation.

• Provide detailed explanations/applications of electric rates to customers.

• Work as part of a team and independently as needed.

• Be flexible and open to working extended hours, weekends, and holidays.

Qualifications

Required:

• Minimum 2+ years of customer-facing experience (in person or phone).

• Strong computer skills (Microsoft Office, video conferencing, etc.).

• Ability to multi-task between activities and screens during customer interactions.

• Experience working with the public where customer experience is the main focus.

• Strong interpersonal communication skills with customers, supervisors, peers.

• HS/GED required; Associate degree preferred but not required.

• Minimum 2+ years of experience in an inbound call center environment preferred.

• Experience with utilities is a plus.

• Bi-lingual is wonderful but not required.

About the Client

This role supports a large utility’s Customer Account Management team focused on delivering exceptional residential customer service. The team is dedicated to helping employees grow, advance, and succeed as an established part of the organization for years to come.

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