Customer Account Investigator - Field Escalations Team

The City of Richmond Department of Public Utilities is seeking a highly qualified candidate to fill a Customer Account Investigator
- Fieldposition within the Customer Service
- Escalations Team. This position is responsible for resolving customer complaints or billing queries, correcting errors in customer accounts, processing changes to accounts, and assisting customers with any other issues within an assigned area of responsibility. Work may include collecting, compiling and recording evidence and data; generating service orders; contacting customers to resolve complaints or inquiries; completing field related work; corresponding with internal or external departments of business.

The selected candidate may be required to work overtime, night shift, weekend and holiday call as scheduled.

• Associate's degree in a related field OR Vocational or technical training beyond High School equivalent to two years of college
• Two years of related experience
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

• Operator Qualification (OQ) or ability to obtain within six (6) months of hire
• Customer escalations response, written and in person
• Experience in fraud detection and prevention
• Proficiency in Microsoft Office and other relevan