Customer Service Representative

Job Title:

Customer Service Representative | Onsite
- Richmond, VA | $20/HR | 6 Month Contract to Hire

Job Description

This role focuses on handling a high volume of inbound customer calls and providing accurate, empathetic, and solution-focused support for utility-related inquiries. The Customer Service Representative responds to questions about starting and stopping service, billing, usage, payments, and complaints, while following established procedures and using multiple computer systems. The position requires strong analytical thinking, excellent communication skills, and the ability to work independently in a fast-paced call center environment.

Responsibilities

+ Answer approximately 25-50 inbound customer calls per day, addressing a wide range of basic to complex questions related to utility services.

+ Assist customers with turning services on or off, processing payments, explaining usage, and resolving general inquiries and complaints.

+ Review daily meter read exception reports to evaluate gas and water usage prior to billing, and accept or investigate usage that falls outside normal parameters.

+ Research and respond to customer inquiries by gathering information, reviewing account history, and providing clear, accurate explanations.

+ Generate service orders as needed to address customer requests, service issues, or account changes.

+ Contact other departments as needed to resolve customer issues, clarify information, or coordinate service actions.

+ Enter monetary adjustments when warranted, ensuring accuracy and adherence to established policies and procedures.

+ Perform monetary adjustments for customer-owned cooling towers and irrigation meters in accordance with guidelines.

+ Prepare reports for special billing accounts and ensure that all information is accurate and up to date.

+ Collect data for new customers, calculate deposits, and clearly explain payment options and requirements.

+ Apply knowledge of customer service best practices, office procedures, and relevant rules and regulations to handle each interaction professionally.

+ Use standard office equipment and multiple computer systems to document calls, update accounts, and complete transactions.

+ Conduct research on customer accounts to identify issues, analyze data, and propose solutions.

+ Multi-task effectively by managing calls, documentation, and follow-up actions while maintaining high-quality service.

+ Diffuse escalated or emotionally charged situations by showing empathy, patience, and professionalism.

+ Work independently to identify potential solutions to customer issues and bring well-thought-out recommendations to a supervisor when needed.

+ Perform additional duties as assigned to support the overall operations of the call center and customer service function.

Essential Skills

+ At least 2+ years of customer service experience, including experience in retail, call center, or similar customer-facing environments.

+ Proven ability to handle inbound and outbound calls and engage in professional conversations with individuals from diverse backgrounds.

+ Strong written communication skills, including excellent grammar and the ability to write clear, concise, and accurate responses.

+ Demonstrated analytical skills, with the ability to review customer accounts, interpret data, identify issues, and propose solutions.

+ Comfort using Microsoft Office Suite, specifically Excel and Word, to manage data and documentation.

+ General understanding and comfort working with older software systems where navigation may be less streamlined and may not be fully mouse-driven.

+ Demonstrated computer proficiency and accurate data entry skills.

+ Knowledge of customer service best practices and procedures, including call handling, follow-up, and documentation standards.

+ Knowledge of standard office protocols and procedures, including the use of related databases and office systems.

+ Ability to safely operate standard office equipment such as computers, phones, and related devices.

+ Knowledge of city services and which departments perform specific functions, or the ability to learn this information quickly.

+ Familiarity with rules and regulations regarding utility rates, or the ability to learn and apply them effectively.

+ Strong telephone etiquette and professional oral communication skills.

+ Effective interpersonal communication skills, with the ability to build rapport and maintain a respectful tone with customers.

+ Basic mathematics skills to calculate deposits, adjustments, and usage-related figures.

+ Solid writing skills for documenting accounts, preparing reports, and responding to written inquiries.

+ Ability to multi-task and manage time effectively in a fast-paced environment.

+ Capacity to remain patient and listen attentively, even in stressful or high-volume situations.

+ Skill in handling fast-paced and stressful situations while maintaining accuracy and composure.

+ Ability to diffuse inflamed situations and demonstrate empathy and compassion toward…