Customer Service Representative

Job Description

Job Description

Job Title: Customer Service Representative Job Description

We are seeking a dedicated Customer Service Representative to handle inbound calls, approximately 50 or more per day, depending on the volume. In this role, you will address a range of customer inquiries from basic to complex, including service activation and deactivation, payment queries, usage inquiries, and handling complaints. You will also be involved in processing gas and water usage data prior to billing, conducting investigations on abnormal usage, and performing monetary adjustments as needed. Additionally, you will prepare reports, manage special billing accounts, and gather data for new customers.

Responsibilities

• Handle inbound calls, addressing customer inquiries and complaints.
• Process gas and water usage data and conduct investigations on abnormal usage.
• Perform monetary adjustments for customer-owned cooling towers and irrigation meters.
• Prepare reports for special billing accounts.
• Collect data for new customers, calculate deposits, and inform them of payment options.
• Research and respond to customer inquiries, generate service orders, and contact other departments as needed.
• Enter monetary adjustments when warranted.

Essential Skills

• 2+ years of call center experience.
• Proficiency in customer service best practices and procedures.
• Proficiency in Microsoft Office, particularly Excel and Word.
• Strong written communication skills and proper grammar.
• Ability to handle inbound and outbound calls.
• Analytical skills and problem-solving abilities.
• Ability to work independently and bring solutions to supervisors.
• Knowledge of older software systems, such as Banner CIS.

Additional Skills & Qualifications

• Experience in inside sales or sales-type volume from a call center.
• Demonstrated ability to multi-task and manage time effectively.
• Patience and attentiveness in handling customer interactions.
• Ability to handle fast-paced and stressful situations.
• Empathy and compassion in diffusing inflamed situations.

Work Environment

This is an onsite position in a cubical call center environment, operating from 8am to 5pm. The team consists of 19 call center representatives and 55 BPO agents.

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 Oct 8, 2026.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on us.fitly.work for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.