Customer Service Representative

Customer Service Representative

The Customer Service Representative handles a high volume of inbound calls each day, supporting utility customers with a wide range of questions and issues. This role focuses on delivering accurate information, resolving concerns related to service, billing, and usage, and ensuring a positive customer experience in a fast-paced call center environment.

Responsibilities

• Answer approximately 2550 inbound customer calls per day, addressing basic to complex questions related to utility services.
• Assist customers with starting, stopping, and changing service, including gas and water connections.
• Respond to inquiries about payments, account balances, billing questions, and usage details.
• Handle customer complaints professionally, working to diffuse inflamed situations and demonstrate empathy and compassion.
• Review gas and water usage prior to billing using daily meter read exception reports, and accept or investigate usage that falls outside normal parameters.
• Research and respond thoroughly to customer inquiries, ensuring accurate and timely resolution.
• Generate service orders and coordinate with other departments as needed to resolve customer issues.
• Enter monetary adjustments when warranted, including adjustments for customer-owned cooling towers and irrigation meters.
• Prepare reports for special billing accounts and ensure information is accurate and complete.
• Collect data and account information for new customers, calculate required deposits, and inform them of available payment options.
• Use Banner CIS and related systems to access account information, document interactions, and process adjustments and service orders.
• Apply customer service best practices, telephone etiquette, and standard office protocols and procedures in every interaction.
• Conduct basic research to resolve account discrepancies and usage concerns, using relevant databases and tools.
• Perform accurate data entry, maintain detailed records, and ensure confidentiality of customer information.
• Multi-task effectively by handling calls, reviewing account data, and updating systems while maintaining high service quality.
• Manage time efficiently to meet call handling expectations and service level goals in a fast-paced environment.
• Work independently to identify solutions, analyze accounts, and bring well-thought-out recommendations to supervisors when needed.
• Adapt to older, less streamlined software systems, navigating with keyboard and mouse to locate necessary information.
• Demonstrate patience and attentive listening skills to fully understand customer needs and provide appropriate solutions.
• Perform additional duties as assigned to support team goals and overall customer service operations.

Essential Skills

• At least 2+ years of customer service experience, including experience in retail or other customer-facing environments.
• Previous call center or high-volume inbound customer service experience.
• Strong customer service skills with a focus on delivering a positive customer experience.
• Demonstrated ability to handle inbound calls and conduct professional, clear conversations with a wide range of individuals.
• Excellent written communication skills, including strong grammar and the ability to compose clear, concise messages.
• Proficiency with Microsoft Office Suite, particularly Excel and Word.
• Comfort working with older software systems that may not be fully streamlined, including Banner CIS and related customer information systems.
• Knowledge of customer service best practices and procedures.
• Ability to safely operate standard office equipment in a professional setting.
• Understanding of standard office protocols, procedures, and related databases.
• Knowledge of utility services and the departments or teams that perform them.
• Knowledge of rules and regulations regarding utility rates and billing practices.
• Strong computer proficiency and accurate data entry skills.
• Effective telephone etiquette and professional oral communication skills.
• Solid interpersonal communication skills to build rapport and manage difficult conversations.
• Basic mathematics skills for calculating deposits, adjustments, and reviewing billing details.
• Strong writing skills for documenting accounts and preparing reports.
• Ability to conduct basic research on customer accounts and usage patterns.
• Proven ability to multi-task and manage time effectively in a fast-paced environment.
• Capacity to remain patient, listen attentively, and show empathy and compassion to customers.
• Ability to handle stressful situations and diffuse inflamed or escalated interactions.

Additional Skills & Qualifications

• Analytical mindset with the ability to review account information, identify issues, and propose solutions.
• Ability to ask appropriate, probing questions to fully understand customer concerns and think creatively to resolve them.
• Comfort working independently, learning new processes, and developing solutions to bring to supervisors when needed.
• Experience in inside sales, customer support, or customer experience roles.
• Familiarity with call center operations and performance expectations.
• Experience preparing reports and working with special billing accounts.
• Ability to adapt to changes in processes, systems, and customer needs over the course of the contract.
• Strong problem-solving skills with a focus on resolving customer issues efficiently and accurately.

Work Environment

This role is based onsite in a cubicle-style call center environment, working standard hours from 8:00 a.m. to 5:00 p.m. You will be part of a larger customer service team that includes approximately 19 call center representatives and 55 BPO agents. The environment is fast-paced and focused on providing a better customer experience for utility users. You will use standard office equipment, Microsoft Office applications, and customer information systems such as Banner CIS, including older software interfaces that may require more manual navigation. The setting is professional, with typical office attire expected, and emphasizes collaboration, independent problem-solving, and high-quality customer service.

Job Type & Location

This is a Contract to Hire position based out of Richmond, VA.

Pay and Benefits

The pay range for this position is $20.00 - $21.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Richmond, VA.

Application Deadline

This position is anticipated to close on Sep 4, 2026.