Customer Specialist - Call Center

Customer Specialist - Call Center
Contract Length: 12 Months
Pay Rate: 17.50 an hour
Location:  Richmond, VA
Overview
Join the Customer Account Management team and play a key role in delivering exceptional service to residential customers. In this position, you will assist customers with a variety of inquiries ranging from basic account questions to more complex billing concerns. You will analyze and reconcile billing issues, explain electric rates, and provide solutions that enhance the overall customer experience.
This is an excellent opportunity for a customer-focused professional who is looking to build a long-term career, grow within a collaborative team environment, and develop expertise in customer account management.
Key Responsibilities

• Respond to residential customer inquiries via phone and other communication channels.
• Investigate and resolve billing concerns, including high bill inquiries and account discrepancies.
• Perform billing analysis and reconciliation to ensure accurate account resolutions.
• Educate customers on electric rates, billing structures, and available services.
• Deliver outstanding customer service while handling multiple tasks and systems simultaneously.
• Document customer interactions and account updates accurately.
• Collaborate with team members while also working independently to resolve customer concerns.

Required Qualifications

• Minimum of 2 years of customer-facing experience (phone-based or in-person customer service).
• Strong computer proficiency, including:
  • Microsoft Office Suite
  • Video conferencing platforms
  • Ability to navigate multiple applications and screens simultaneously
• Experience working directly with the public in a customer-focused environment.
• Excellent interpersonal and communication skills with customers, peers, and leadership.
• High School Diploma or GED required.

Preferred Qualifications

• Minimum of 2 years of inbound call center experience.
• Utility industry experience is a plus.
• Associate degree preferred but not required.
• Bilingual skills are highly desirable but not required.

 
Why Should I Apply?
Join a customer-focused team where you can build long-term growth through hands-on experience resolving complex residential billing and rate inquiries. This role offers the opportunity to develop professionally while supporting essential customer operations.
 
About CEI:
As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.
 
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