Customer Account Specialist

SPECTRAFORCE; Norfolk (VA); On-site; USD 42,000 - 58,000; Full time

Job summary

Dominion Energy is seeking a Customer Account Management team member to assist residential customers with high bill inquiries, billing explanations, and resolution of complex inquiries. You will perform billing reconciliation, analyze usage, and explain electric rates clearly to customers.

The role emphasizes customer service excellence, the ability to work independently, and growth within the team for long-term success.

Qualifications

• 2+ years of experience in an inbound call center environment
• Experience in customer service and handling residential inquiries
• Strong interpersonal communication skills with customers, supervisors, and peers
• Proficiency with Microsoft Office and video conferencing tools

Responsibilities

• Assist residential customers with basic to complex inquiries (e.g., high bill inquiries)
• Perform billing reconciliation and explain electric rates to customers
• Analyze customer data to resolve inquiries and provide clear explanations
• Work independently as needed while contributing to a collaborative team environment

Skills

Customer service

Interpersonal communication

Multitasking

Public/customer interaction

Microsoft Office

Video conferencing

Job description

1) Must have customer-facing experience (in person or phone): 2 years or more

2) Must have strong computer skills (Microsoft office, video conferencing, etc.)

3) Must be able to multi-task between activities and screens during customer interactions.

4) Experience working with the public where the customer experience is the main focus

What soft skill requirements do you have (team fit and personality requirements)?

• Must have STRONG interpersonal communication skills with customers, supervisors, peers.

Nice to Have Skills:

• Bi-lingual is wonderful, but not required.

High Level Project Overview:

Working as a part of the Customer Account Management team candidates will assist the company's residential customers with basic to complex residential inquiries to include: high bill inquiries, support/assistance to resolve customer inquiries, performs billing reconciliation through analysis and reconciliation to resolve the customer's needs, and provides detailed explanations/applications of electric rates to customers. Dominion Energy is looking for someone with experience in customer service with a drive and desire to become an established member of the team and who wants to advance and succeed as a part of Dominion Energy's Customer Account Management team for years to come. Candidates should expect this position to help them grow and advance as a part of a team and be able to work independently as needed.

Preferred Years of Experience:

• Minimum 2+ years of experience in a inbound call center environment
• It would be a plus to also have experience with utilities