We are seeking a Customer Account Specialist to join the Customer Account Management team. This individual will serve as a primary point of contact for residential customers, handling a variety of inquiries ranging from routine account questions to complex billing concerns. The ideal candidate will have strong customer service experience, excellent communication skills, and the ability to analyze and resolve customer issues while delivering a positive customer experience.
Key Responsibilities
Serve as a customer-facing representative supporting residential customer accounts.
Handle inbound customer inquiries related to billing, high bill investigations, account questions, and service-related concerns.
Research and analyze customer accounts to identify and resolve billing discrepancies.
Perform billing reconciliations and explain findings clearly to customers.
Provide detailed explanations of electric rates, charges, programs, and services.
Navigate multiple systems and applications simultaneously while assisting customers.
Maintain accurate documentation of customer interactions and case activity.
Collaborate with internal departments to resolve complex customer issues.
Deliver exceptional customer service while meeting quality and performance expectations.
Work independently and as part of a team to support customer account management goals.
Required Qualifications
High School Diploma or GED required.
Minimum of 2 years of customer-facing experience, either in person or over the phone.
Minimum of 2 years of experience in an inbound call center environment.
Strong computer skills, including Microsoft Office and virtual collaboration tools.
Ability to multitask across multiple applications and screens during customer interactions.
Experience working in customer-focused environments where service and satisfaction are a primary priority.
Strong verbal and written communication skills.
Excellent interpersonal skills and the ability to build positive relationships with customers, peers, and leadership.
Ability to work in a fast-paced environment and manage multiple priorities.
Preferred Qualifications
Associate degree.
Utility industry experience.
Bilingual communication skills.
Experience in customer service, contact center, banking, telecommunications, retail, or other customer-focused industries.
#INDCEI #ZR
Numbers & Facts
Location
Norfolk, VA
Skills
Analysis Skillsunmatched
Banking Servicesunmatched
Billingunmatched
Call Centersunmatched
Communication Skillsunmatched
Computer Skillsunmatched
Customer Experienceunmatched
Customer Relationsunmatched
Customer Service Evaluationunmatched
Customer Support/Serviceunmatched
Documentationunmatched
High School Diplomaunmatched
Inbound Call Centersunmatched
Interpersonal Skillsunmatched
Leadershipunmatched
Microsoft Officeunmatched
Multilingualunmatched
Multitaskingunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Reconciliationunmatched
Resolve Customer Issuesunmatched
Retailunmatched
Sales Managementunmatched
Team Playerunmatched
Telecommunicationsunmatched
Writing Skillsunmatched
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