Account Representative

Overview

The City of Norfolk's Department of Public Works is currently seeking an Account Representative for its Waste Management Division. This position will provide customer service to city residents concerning their refuse bills, enter data into an automated system (North Star) in accordance with city Codes & Compliance for refuse and departmental policies and procedures.

The Department of Public Works Waste Management Division’s essential function is the collection of refuse, bulk waste and providing environmental services to residents and businesses throughout the City of Norfolk. The division is comprised of a diverse workforce dedicated to keeping our community clean, safe and sustainable every day. Every effort is made to ensure that efficient service delivery, regulatory compliance and exceptional customer service is provided by its administrative and financial management team.

It is through collaborative efforts of its personnel that the Waste Management Division is relied upon to consistently exceed expectations to provide reliable, and environmentally responsible services to the residents of the City of Norfolk.

$45,444.51 - $49,988.96

• Provide refuse-billing assistance in person and via telephone
• Respond to customer inquiries regarding billing charges and provide accurate refuse information in accordance with the City of Norfolk Codes and Compliance via telephone or email.
• Update refuse accounts in the computer billing system (North Star) using daily container work orders. This requires analytical and research skills to accurately perform the correct assignment of containers for accurate billing of refuse.
• Conduct research on customer accounts and analyze data.
• Update account information and process requests and correction adjustments in accordance with division policy and procedure.
• Perform financial duties by processing payments and billings for refuse violations.
• Update data spreadsheets using Excel formulas.
• Review and perform corrections to daily/weekly/monthly billing system reports in accordance with established internal procedures and processes.
• Perform essential duties including preparing and mailing written correspondence.
• Experience using a computer and MS Excel and Word.

Work requires knowledge necessary to understand basic operational or technical office processes. Level of knowledge equivalent to four years of high school or equivalency.

One year of inbound call center customer service experience.

Monday – Friday 7:30 am – 4:30 pm / 40 hours per week