Customer Service Representative

Customer Service Representative

This role focuses on delivering high-quality customer support by handling inbound calls, resolving a wide range of customer inquiries, and performing account-related research and adjustments. The Customer Service Representative manages questions related to utility services, billing, usage, and complaints while ensuring accurate data entry and adherence to established rules and regulations. This position requires strong communication, analytical thinking, and the ability to work independently in a fast-paced call center environment.

Responsibilities

• Handle approximately 2550 inbound calls per day, addressing both basic and complex customer questions.
• Respond to customer inquiries related to starting or stopping service, payments, usage, and general complaints.
• Review daily meter read exception reports to evaluate gas and water usage prior to billing and determine whether usage outside normal parameters should be accepted or investigated.
• Research customer accounts and issues thoroughly, and respond with clear, accurate information.
• Generate service orders as needed based on customer requests and account findings.
• Contact other departments when necessary to gather information or coordinate resolution of customer issues.
• Enter monetary adjustments when warranted, ensuring accuracy and adherence to policies.
• Perform monetary adjustments for customer-owned cooling towers and irrigation meters.
• Prepare reports for special billing accounts and ensure information is complete and accurate.
• Collect data for new customers, calculate required deposits, and clearly explain payment options.
• Apply customer service best practices and procedures in every interaction to enhance the overall customer experience.
• Use standard office equipment and software to document calls, update accounts, and complete assigned tasks.
• Conduct research on customer accounts and usage patterns to identify issues and propose solutions.
• Manage time effectively and handle multiple tasks simultaneously in a fast-paced environment.
• Diffuse inflamed or stressful situations by listening attentively, showing empathy and compassion, and using effective de-escalation techniques.
• Communicate professionally over the phone and in writing, using proper grammar and clear language.
• Work independently to identify issues, develop solutions, and bring recommendations to a supervisor when needed.
• Perform additional duties as assigned to support the team and overall operations.

Essential Skills

• At least 2+ years of customer service experience, including experience in retail or other roles involving in-person customer interactions.
• Proven experience in a call center or customer service environment handling inbound calls.
• Strong written communication skills with excellent grammar and clarity.
• Ability to conduct outbound and inbound calls and hold professional conversations with a wide range of individuals.
• Analytical skills to review customer accounts, identify issues, and propose effective solutions.
• Ability to ask appropriate questions, think outside the box, and approach problems with a solution-oriented mindset.
• Comfort working independently, including the ability to learn new processes and systems with minimal supervision.
• Proficiency with Microsoft Office, especially Excel and Word.
• General understanding and comfort working with older software systems where navigation may be less streamlined and not fully mouse-driven.
• Demonstrated computer proficiency and accurate data entry skills.
• Knowledge of customer service best practices and procedures.
• Knowledge of standard office protocols, procedures, and related databases.
• Familiarity with rules and regulations related to utility rates and services.
• Strong telephone etiquette and professional oral communication skills.
• Effective interpersonal communication skills with the ability to build rapport and maintain a professional demeanor.
• Basic mathematics skills for calculating deposits and monetary adjustments.
• Solid writing skills for documenting accounts, preparing reports, and written correspondence.
• Ability to multi-task and manage time effectively in a fast-paced environment.
• Ability to remain patient, listen attentively, and handle stressful situations calmly.
• Skill in diffusing escalated situations and demonstrating empathy and compassion toward customers.

Additional Skills & Qualifications

• Experience working in a high-volume call center environment.
• Experience using customer information systems such as Banner CIS or similar customer information platforms.
• Familiarity with utility billing, including gas and water usage, cooling towers, and irrigation meters.
• Experience preparing special billing reports or working with complex billing accounts.
• Comfort collaborating with multiple departments to resolve customer issues.
• Demonstrated ability to identify process improvements and share solutions with supervisors.
• Interest in contributing to an improved customer experience as operations transition from a BPO model into a more localized service approach.

Work Environment

This position is based in an onsite cubicle-style call center environment. The standard work schedule is 8:00 a.m. to 5:00 p.m., providing a consistent daytime shift. You will work as part of a larger customer service operation that includes a team of approximately 19 call center representatives and an additional group of about 55 BPO agents. The role involves frequent use of telephones, computers, Microsoft Office applications, and customer information systems, including older software platforms that may require keyboard-based navigation. The environment is fast-paced and focused on delivering a positive, efficient customer experience while maintaining professional standards and supportive team collaboration.

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. 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 Jun 12, 2026.