Account Representative

City of Norfolk, VA; Norfolk (VA); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Paid holidays

Vacation and sick leave

Employer paid pension plan

Life insurance

Medical and dental coverage

457 deferred compensation

Long-term disability

Voluntary life insurance

Employer-provided parking

Job summary

The City of Norfolk, VA is seeking an Account Representative for the Water Accounts Division. In a high-volume inbound call center and lobby, you will assist customers with establishing/discontinuing service, billing inquiries, and payments, while maintaining records and processing cash transactions.

You will perform data entry, respond to inquiries online or by fax, and support field operations by handling work orders and dispatcher communications.

Qualifications

• One year of inbound call center customer service experience.
• Experience handling cash transactions and processing payments.
• Proficiency with Microsoft Excel and basic data entry skills.

Responsibilities

• Maintain/Establish/Terminate customer accounts by verifying and updating information.
• Respond to inquiries about consumption and services billed via phone, in person or online.
• Process payments, reconcile cash drawers, and generate reports in billing systems.

Skills

Customer service

Cash handling

Data entry

Microsoft Excel

Tools

Billing systems

Job description

Description

The Department of Utilities is seeking qualified candidates for a Account Representative in our Water Accounts Division. The person in this position will be providing quality customer service in a high volume inbound call center and customer lobby. They will be responsible for assisting customers with establishing/discontinuing service, billing and collections inquiries, high bill concerns, maintaining customer records, processing cash transactions and other related issues. They will be required to compute and calculate fees, adjustments and daily rates with speed and accuracy. While the primary functions will be call and cash handling, they will also be tasked with face-to-face customer interactions, responding to on line and faxed customer inquiries, completing work orders, customer- response letters and performing dispatcher duties in communication with field personnel.

The Department of Utilities is seeking qualified candidates for a Account Representative in our Water Accounts Division. The person in this position will be providing quality customer service in a high volume inbound call center and customer lobby. They will be responsible for assisting customers with establishing/discontinuing service, billing and collections inquiries, high bill concerns, maintaining customer records, processing cash transactions and other related issues. They will be required to compute and calculate fees, adjustments and daily rates with speed and accuracy. While the primary functions will be call and cash handling, they will also be tasked with face-to-face customer interactions, responding to on line and faxed customer inquiries, completing work orders, customer- response letters and performing dispatcher duties in communication with field personnel.

Essential Functions

• Maintain/Establish/Terminate customer accounts by verifying and updating information and filing essential documents.
• Respond to customer inquiries regarding consumption and services billed via the telephone, in person or on the web.
• Perform financial duties by processing payments and cash transactions; performing calculations; entering data into multiple billing systems; reconciling and balancing cash drawers; verifying payments; and preparing reports.
• Complete requests for extensions and payment plans.
• Perform other essential duties including electronically submitting work orders, preparing and mailing written correspondences, tracking data in a variety of formats including Microsoft Excel, filing documents, processing various reports, compiling information, generating letters and keeping logs.
• Conduct research and analyze data.
• Interpret and follow written departmental and City policies and procedures.
• Effectively communicate with other support areas within and outside of the City in both oral and in written form.
• Provide assistance to new employees by answering questions, and ensuring that policies and procedures are followed.
• Perform related duties by training new personnel on policies and procedures, rate charges and multiple computer databases, compiling information for delinquent accounts and assisting with administrative duties.
• Must be able to work with minimal on-going instructions from supervisor and ability to meet deadlines while handling multiple assignments.
• Must be able to stand, sit, bend, stoop, push, pull, and perform tasks requiring manual dexterity.
• Must possess strong interpersonal communication and organizational skills and the ability to follow verbal and written instructions; ability to function in a high volume, busy work environment, successfully complete an initial training period, and meet established call center metrics.
• Must be willing to adhere to a structured work environment for reporting on time, taking breaks, requesting leave, and following policies and procedures; while also being flexible in regard to job responsibilities, as dictated by the needs of the call center on any given day.
• Persons selected for this position must be able to successfully complete an initial training period and meet established call center metrics. They must be willing to adhere to a structured work environment for reporting on time, taking breaks, and requesting leave. They must be able to follow established policies and procedures while also being flexible in regard to job responsibilities, as dictated by the needs of the business on any given day.

Additional Information & Requirements

Work Location

500 East Main Street, Norfolk

Work Hours

Monday – Friday, Between the hours of 7:30 a.m. - 5:00 p.m.

This position is designated as an Essential position which means you may be required to work extended, rotating, after hours, nights and/or weekends in response to emergencies and severe weather.

• Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.
• Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.
• Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.
• Retirement

If you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

• The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant’s school of enrollment must be an accredited institution.

Note

The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type.

Non-City

Positions listed with a job type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.

Education/Experience

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.