Customer Contact Specialist I

Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we're looking for you. You won't just find a job here; you'll find your career. Review the position below and apply today.

Military service members and veterans with ranks from E3-E5, W1-W2, or O1-O3, plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity.

At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position.

This position does not offer relocation assistance.

Job Summary

At Dominion Energy we love our jobs. That's right. Love. Every day we go to work filled with passion to be excellent, to creatively problem solve and to innovate. These are exciting days for energy companies, and Dominion Energy aims to shape the future of energy in America. We are looking at all of our work with fresh eyes, retooling everything we do, in every part of the company, to operate more sustainably and to deliver energy more reliably than ever. We are looking for interesting, independent thinkers and doers who can help shape the culture of a forward-looking company that's proud of its rich legacy. Are you a change agent? Do you think differently? Do you want to fall in love with your job? If you answered "yes," then read on!

This entry level position requires excellent customer service skills and represents Dominion Energy as the central point of contact for the companys Customer Contact Operations Center. Under direct supervision, guidance and support, duties include but are not limited to: utilizing customer information systems; responding to customer inquiries regarding billing, payment, credit, rates, and service requests; inputs pertinent residential and commercial customer account information; anticipate and assess customer needs; generates a variety of service order requests; assists customers with credit difficulties and termination notices; using clearly defined rules and guidelines, negotiates payment plans that meet regulatory requirements, and makes appropriate referrals to internal or external departments/agencies for additional assistance; determines and documents security deposits for new accounts within established guidelines; promotes, explains, and sets up programs available to customers; answers emergency calls and issues appropriate orders. Seeks advice on problem areas and refers escalated or highly complex issues to appropriate next level personnel. Navigates multiple systems simultaneously while demonstrating basic desktop computer proficiency. Delivers a consistent, effortless, and customer-centered experience. This is an on-site contact center position with the potential for remote work from home flexibility based on demonstrated performance after training is complete.

• The rate of pay for this position is $20.50 for English and $21.50 for Spanish/English speaking candidates.
• There is potential to work from home if successful candidate has met all performance metrics and meets our work from home program requirements. Must be able to arrive to on-site work location within one hour.
• This position offers a $500 employee Incentive (paid after the completion of first 6 months) and a $500 employee incentive (based on Performance) after 1 year of employment.

Required Knowledge, Skills, Abilities & Experience

0-2 years related experience, which may include Customer Service and/or Contact center experience.

• Good command of the English language, to include spelling and grammar, and ability to relay information by phone or in writing using good interpersonal and communication skills. (Bilingual Spanish skills a plus).
• Basic desktop computer proficiency, typing skills and the ability to utilize and navigate multiple systems simultaneously and demonstrate customer focused professionalism at all times.
• Knowledge and experience using MS 365 applications.
• Ability to work independently and as part of a cross functional team.
• Ability to deal with difficult customer situations, assess requests or problems and determine appropriate action with follow through.
• Good organizational and time management skills.
• Ability to learn quickly and apply knowledge demonstrating basic understanding of billing, rates, credit, energy usage, and customer accounts.
• Must be able to work an 8hrs or 10hrs shift to include ability to work varying hours of operation including nights, weekends, and times of emergency response.
• Must be able to arrive on-site work location within one hour.
• Must be able to meet identified skills and knowledge assessment targets to successfully complete all training.

Education Requirements

Required Degree (equivalency not accepted in lieu of required degree:

High School Diploma or GED required.

Additional Notes: A related higher-level degree may be applied toward years of experience.

Licenses, Certifications, or Quals Description

Working Conditions

Office Work Environment 76 -100%

Travel Up to 25%

Other Working Conditions

Test Description

This job requires "recommended" test results from the Modern Hire Customer Contact Specialist Virtual Job Tryout administered online. The assessment is untimed but usually takes about 35 minutes to complete.

Export Control

Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

What Youll Get

Expected Hiring Base Salary Range:

$38200 - $49600

The expected hiring base salary range is the range we anticipate hiring within for this position. The actual salary offered may vary based on factors such as the selected candidate's qualifications, skills, experience, and work location. This is not intended to represent the full salary range for the position or limit future compensation growth.

At Dominion Energy, we offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which includes: health, dental, and vision benefits with coverage for families and domestic partners, vacation, retirement plans including 401k contributions and matches, paid holidays, tuition reimbursement, bonus eligibility, sick leave, and disability insurance. To learn more about our benefits, click here: dombenefits.com.

Dominion Energy is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin and/or status as a protected veteran or individual with a disability.

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