Customer Service Representative

Customer Service Representative | Onsite in Richmond, VA Job Description

We are seeking a dedicated Customer Service Representative to handle inbound calls, ranging from 25 to 50 daily, to assist customers with a variety of inquiries. You will be responsible for addressing questions related to service activation or deactivation, payment inquiries, usage questions, and general complaints. You will also investigate and resolve issues that fall outside normal usage parameters, and perform monetary adjustments when necessary.

• Answer basic to complex customer questions regarding service, payments, and usage.
• Investigate and adjust gas and water usage discrepancies from daily meter read exception reports.
• Research and respond to customer inquiries promptly and efficiently.
• Generate service orders and coordinate with other departments when needed.
• Enter monetary adjustments accurately.
• 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.
• Perform additional duties as assigned.

• At least 2+ years of customer service experience.
• Experience in retail is acceptable due to in‑person interactions.
• Proficiency in Microsoft Office Suite, especially Excel and Word.
• Ability to work independently and develop solutions.
• Demonstrated analytical skills and the ability to think outside the box.
• Excellent written communication skills with strong grammar.
• Familiarity with older software systems, specifically Banner CIS.

• Ability to handle outbound and inbound calls professionally.
• Knowledge of customer service best practices and procedures.
• Understanding of utility rates and regulations.
• Proficiency in data entry and computer skills.
• Strong telephone etiquette and interpersonal communication skills.
• Basic mathematics and writing skills.

The role is based in a cubical call center environment, operating onsite from 8am to 5pm. The position offers the opportunity to work in a dynamic and fast‑paced setting, requiring the ability to manage time effectively, handle stress, and maintain professionalism in all interactions.

This is a Contract position based out of Richmond, VA.

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.

Final date to receive applications:
This position is anticipated to close on Feb 21, 2026.

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 astoncarter for other accommodation options.