Customer Service Representative

Customer Service RepresentativeWe 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.ResponsibilitiesHandle 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 Skills2+ 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 & QualificationsExperience 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 EnvironmentThis 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 & LocationThis is a Contract to Hire position based out of Richmond, VA.Pay and BenefitsThe 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 TypeThis is a fully onsite position in Richmond, VA.Application DeadlineThis position is anticipated to close on Sep 22, 2026.