Customer Account Representative

Salary : $36,353.50 - $43,624.20 Annually
Location : Charles Harris Building, 311 Memorial Drive, Danville, VA 24541, VA
Job Type: Full Time Non Exempt Salary
Job Number: 1002508
Department: Finance
Division: Customer Accounts
Opening Date: 05/05/2026
Closing Date: Continuous


Description


The purpose of this position is to assist customers of the City of Danville with accounts pertaining to utilities, personal property and real estate taxes and miscellaneous accounts. This is accomplished by responding to walk-in customers as well as telephone inquiries. The position assist customers with establishing new utilities services as well as processing service terminations. This position also maintains various data, records and files and coordinates state and local financial assistance for utilities customers, and other correspondences.

The essential functions of the job are not limited to those listed in the job description. The City retains the discretion to add to or change the duties of the position at any time.

• Handles customer inquiries and complaints (telephone and walk-in) regarding utilities, taxes (real estate and personal property) and miscellaneous accounts. Assist customers with establishing new utilities services as well as processing service terminations. Process utilities contracts, send follow-up letters; copying, faxing and scanning documents; and quoting deposit amounts. Follows all City, Department and Division policies and procedures.
• Coordinates state and local aid for utility customers by preparing credit authorizations to be sent to local Social Services Department; entering payment pledges on customer accounts in the utility system; receiving payment from the state and preparing for cashier posting; generating an electronic payment request file to go to state and receiving them; and maintaining paper files to substantiate payment requests and receipts.
• Assists customers for enrollment, discontinue enrollment in equal pay plan and bank draft plan.
• Performs new construction clerk duties by assisting contractors for commercial and residential properties with establishing new accounts; issuing orders for services; and coordinating with authorized personnel for contract signatures and payments.
• Process request for water taps and fees according to proper estimates; initiate orders to water division and electric division; providing to billing office; logging information in tap log; and filing estimates.
• Maintains the landlord call in and list for auto-move in landlords and property owners; updating and purging lists as needed
• Handles file maintenance by filing numerous documents such as contracts, deposit letters, drafts, correspondence, death certificates, mail, and investigation orders; and maintaining all files according to record retention guidelines; completing assigned learning management courses

ADDITIONAL DUTIES

• Performs additional duties as assigned.

Education and Experience
High School Diploma or GED, with an additional six months to one year of knowledge of a specific vocational, administrative, or technical nature obtained from college, vocational, business, or technical school and over one year up to and including three years of experience.

An equivalent combination of education and experience may be considered in lieu of the specific requirements listed above

Certifications/Licenses

• Valid Driver's License with acceptable driving record according to City Criteria

Job Knowledge
Intermediate knowledge to perform most work in normal situations. Comprehension of standard situations and includes knowledge of most of the significant aspects of the subject.

Reading
Intermediate: Ability to read papers, periodicals, journals, manuals, dictionaries, and thesauruses.


Writing
Basic: Ability to write simple sentences containing subject, verb, and object, and/or series of numbers, names, and addresses.


Math
Basic: Ability to perform the four basic arithmetic operations (addition, subtraction, multiplication, division).


Communication Skills
Decisions regarding interpretation of existing policies may be made. Contacts may involve stressful, negative interactions requiring high levels of tact and the ability to respond to aggressive interpersonal interactions. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.


Independence and Decision-Making
Normally performs the job by following established standard operating procedures and/or policies. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.

Technical Skills
Work requires the use of standard technical skills appropriate to the work environment of the organization.

Fiscal Responsibilities
No budgetary/fiscal responsibility.

Supervisory Responsibilities
No responsibility for direction or supervision of others.

PHYSICAL DEMANDS
Work is sedentary in nature, requiring occasional light physical exertion. Requires adequate vision, hearing and talking to use a computer, telephone and communicating effectively with others.
Adequate vision, hearing and talking to drive, use computer, and communicate effectively with others.

NON-PHYSICAL DEMANDS

• Responsible for appropriate use and maintenance of City equipment, tools and other resources, including work time.
• Regular and predictable attendance is expected.

MACHINES, TOOLS, EQUIPMENT, SOFTWARE AND HARDWARE
Typically requires use of standard office equipment, including computer and related hardware and software, and any other equipment as appropriate or required.

WORK ENVIRONMENT
The work is typically performed in an office.
Accident Insurance
The City provides optional off the job accident insurance through Allstate. This insurance provides reimbursement for treatments associated with a wide array of accidents and injuries, and is available for immediate family members. Premiums are paid entirely by the employee through payroll deduction.

Annual Leave
Employees accrue annual leave hours based on the length of time they work for the City and their duty cycle. Hours are accrued on a semi monthly pay cycle. Employees are not eligible to use annual leave hours during their first six months of employment.

Critical Illness
The City provides optional critical illness insurance through Allstate. This insurance provides a lump sum benefit payment if an employee is diagnosed with a covered illness. Examples include heart attack, stroke, coronary atery by-pass surgery, and so on. Premiums are based on age and tobacco use. Premiums are paid entirely by the employee through payroll deduction.

Cancer Benefit

The City provides optional cancer insurance through Allstate. This insurance provides a benefit payment if an employee is diagnosed with cancer and provides a benefit during cancer treatments. Premiums are paid entirely by the employee through payroll deduction.
Deferred Compensation

The City of Danville offers a 457 plan to employees, which provides an opportunity to set aside a portion of your salary for retirement. Income taxes are not paid on the money your defer until you retire and start using it or leave the City. Enrollment in this plan is optional.

Dental Insurance
Employees have the opportunity to enroll in dental insurance through Delta Dental.There is an option of a Low PPO plan or a High PPO plan, and coverage is available for immediate family members. Employees pay the entire premium for this insurance through payroll deduction.

Direct Deposit
Employees have the option of having their paycheck directly deposited into your financial checking and/or savings account each pay period. Employees may select up to three accounts at the same or different financial institutions for direct deposit.

Disability Insurance
Employees are given the option of selecting Short-term and/or Long-term disability insurance programs through The Standard for protection in the event that they become disabled through a non-work related injury. Premiums are paid entirely by the employee through payroll deduction.

Employee Assistance Program (EAP)
Employees and their dependent family members are eligible to use the City of Danville's Employee Assistance Program (EAP) with Sentara Health. The EAP offers free and confidential counseling services to help employees and their dependants deal with serious problems in their lives such as family or marital disputes, problems with alcohol and/or drug abuse, emotional illness, financial or legal worries, or difficulties with stress on the job. In addition to counseling services, the EAP also provides free legal, financial, and Identity Theft guidance.


Employee Health and Wellness Center
Employees and eligible dependents have access to the CareTeam Health and Wellness Center, which offers high-quality convenient medical care for an extremely low cost- sometimes it is free! City employees have dedicated nurse practitioners that provides primary care, lab services, chronic disease management, health and wellness coaching, and a variety of other things.


Flexible Spending Account
Employees have the option of participating in the flexible spending account (FSA). The FSA allows employees to select a set amount of money to be withheld from their paychecks each pay period for a year to cover certain medical and child care expenses. This money is deducted before taxes are calculated. Money put into the FSA is accessible to the employee through a debit card or through reimbursement.

Health Insurance
The City of Danville is self-insured and offers medical and prescription drug coverage through Gateway Health. This coverage is offered to employees and their dependents. The City pays a portion of the health insurance premiums and the employee pays a portion. Employees have the choice between a traditional PPO plan and two high deductible plans (HDHP). HDHP have an option to enroll in a Health Savings Account (HSA).

Holidays
The City of Danville offers the following paid holidays: New Year's Day, Martin Luther King, Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, 1/2 day Day before Thanksgiving, Thanksgiving Day, Day after Thanksgiving, Christmas Eve Day, Christmas Day, Easter Monday, George Washington Day, Columbus Day, Veteran's Day, and Your Birthday

Retirement System
After five years of employment with the City of Danville, employees are vested in the City's Employees' Retirement System (ERS). ERS is a defined benefit retirement plan with the purpose of providing retirement, disability, and death-in-service benefits. Contributions by employee are mandatory.

Sick Leave

Sick leave is a privilege granted to all full-time employees. Sick leave is accrued on a semi monthly basis.


Term Life Insurance
The City of Danville offers optional group term life insurance benefits to employees through The Standard. The amount of death benefit is the employee's annual salary doubled and rounded to the next highest $1,000 up to a maximum of $200,000. Double indemnity (twice the death benefit) is provided for death by accident. The cost of this benefit is divided equally between the City and the employee, which means that the City pays one-half of the premium and the employee pays one-half of the premium.

Tuition Reimbursement
The City of Danville recognizes the value of educational training, and therefore, provides limited financial reimbursement to employees taking eligible course on their own time. Employees are eligible for tuition reimbursement after their first six months of employment.


Vision Insurance
Employees have the option of enrolling in vision insurance through BlueView Vision. Coverage is available for immediate family members. Employees pay the entire premium for this insurance through payroll deduction.

Universal Life Insurance
The City offers optional universal life insurance benefits to employees through Allstate. Employees can select a benefit amount. Premiums are based on an employee's age and tobacco use. Coverage can be selected for an employee's spouse and children.