Customer Service Representative - Onsite

We are seeking a customer-focused professional to join our team in a fully onsite role based in Washington, DC. This position supports a walk-in customer service office and assists customers with billing inquiries, account issues, service requests, payments, and other account-related needs. The ideal candidate will demonstrate strong customer service skills, sound judgment, and the ability to effectively support customers in person, by phone, and via email.

Per our client contract, candidates must be U.S. Citizens or Green Card Holders.

Responsibilities

• Provide customer support for billing inquiries, service requests, account maintenance, reconnections, deposits, and escalated concerns through in-person, phone, and email interactions.
• Process and reconcile customer payments, including cash, checks, and money orders, ensuring accurate documentation and reporting.
• Review customer accounts and records in SAP, applying company policies to resolve issues and determine appropriate actions.
• Maintain and verify customer documentation, including leases, deeds, identification, and service-related records.
• Investigate and resolve account discrepancies, fraud alerts, identity concerns, and customer record updates.
• Process service orders, validate customer information, and support programs such as the Automatic Name Change Program (ANCP).
• Assist field collection teams, compile customer traffic statistics, prepare end-of-day reports, and provide coverage for other walk-in offices as needed.
• Perform additional duties and special projects as assigned.

Qualifications

• Previous customer service experience supporting customers in person, by phone, and via email.
• Experience handling billing disputes, account inquiries, or payment-related issues.
• Comfortable processing customer payments and completing reconciliations.
• Strong problem-solving and decision-making skills.
• Ability to professionally manage escalated customer situations.
• SAP experience preferred.
• Experience with customer information, billing, or utility systems is a plus.
• Strong attention to detail and excellent communication skills.