Account Representative

City of Norfolk; Norfolk (VA); On-site; USD 42,000 - 62,000; Full time

Job summary

City of Norfolk seeks an Account Representative for the Water Accounts Division to deliver high-volume customer service in a busy call center and lobby environment. You will assist with establishing/discontinuing services, handle billing inquiries, processing payments, and maintaining accurate customer records.

Face-to-face interactions, online/fax inquiries, and coordination with field personnel are part of the role.

Qualifications

• One year of inbound call center customer service experience.
• Experience handling cash transactions and payments.
• Strong interpersonal communication and organizational skills.
• Ability to work in a high-volume environment with accuracy.

Responsibilities

• Establish/terminate customer accounts by verifying and updating information.
• Respond to inquiries regarding consumption and services billed via telephone, in person or online.
• Process payments and cash transactions; reconcile cash drawers; verify payments; prepare reports.
• Complete requests for extensions and payment plans.
• Enter data into multiple billing systems and maintain customer records.
• Submit work orders and dispatch with field personnel as needed.
• Provide assistance to new employees and train on policies and procedures.
• Follow policies and meet call center metrics.

Skills

Customer service

Cash handling

Call center operations

Education

High school diploma or equivalent

Tools

Billing software

Microsoft Excel

Job description

The Department of Utilities is seeking qualified candidates for an 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 include but are not limited to:

• 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.

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.

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.