Customer Service Agent (CD)- Public Utilities

Hanover County Government; Virginia; On-site; USD 39,000 - 45,000; Full time

Job summary

Hanover County Government seeks a Customer Service Agent I–III in the Career Development Program. The role progresses through three levels, from entry to senior clerical support, reporting to a supervisor. You will handle inquiries, payments, and routine to complex tasks in a public-facing environment.

The position emphasizes accurate data entry, strong communication, and the ability to maintain records within an office setting. A starting salary is published for each level.

Qualifications

• Ability to interact positively with the public is required.
• Excellent oral and written communication skills.
• Computer literacy, preferably Microsoft Office programs.
• Basic knowledge of records maintenance and ability to maintain general office records.
• Ability to establish and maintain effective working relationships with County officials, employees and the public.

Responsibilities

• Receives and processes inquiries and payments from the public.
• Reconciles payments and prepares bank deposits, invoices, etc.
• Researches and corrects payments histories and/or customer records.
• Schedules appointments as needed.
• Uses a computer to enter data and adjust files.
• Performs related work as assigned.

Skills

Public interaction

Oral & written communication

MS Office

Records maintenance

Customer service

Education

High school diploma

Job description

General Description:

This is a clerical position. The incumbent receives and researches inquiries and/or payments related to County services. Depending on the position level and the department, Customer Service Agents perform tasks with a range of difficulty from routine to complex.

Organization:

The Customer Service Agent position is part of Hanover County’s Career Development Program (CD). The Customer Service Ladder has three (3) levels ranging from Customer Service Agent I to Senior Customer Service Agent. Incumbents report to a Customer Service Supervisor/Manager or an Office Supervisor. Senior Customer Service Agents may serve as workflow leaders to lower level Agents and/or clerical staff.

Essential Functions:

• Receives and processes inquiries and/or payments from the public.


• Reconciles payments and prepares bank deposits, invoices, etc.


• Researches and corrects payments histories and/or customer computer records.


• Schedules appointments as needed.


• Uses a computer to enter data, find information and/or adjust files.


• Performs related work as assigned.

Additional Essential Functions – Public Utilities

• Answer, research and resolve utility customer questions/problems in person, over the telephone, and by email.


• Assist utility customers with Public Utilities’ website for making payments and finding information on utility rates, fees, and policies.


• Prepares and analyzes utility customer billing data.


• Manages utility customer accounts, including: move-in process, move-out process, disconnects, and distribution of service orders to operations staff.


• Ability to demonstrate considerable tact and patience when dealing with the public.


• Explains billing process to new and existing utility customers.

Working Conditions:

• Hazards
  
  
  
  1. None Known
  
  
  
  


• Environment
  
  
  
  1. Office
  
  
  
  


• Physical Effort
  
  
  
  1. Minimal
  
  
  
  


• FLSA
  
  
  
  1. Non-exempt
  
  
  
  

Knowledge, Skills and Abilities:

Ability to interact positively with the public is required. Excellent oral and written communication skills. Computer literacy or skills preferably in Microsoft Office computer programs is desired. Basic knowledge of records maintenance and ability to maintain general office records. Ability to establish and maintain effective working relationships with County officials, employees and the general public.

Education, Experience and Training:

High school or equivalent required with at least one (1) year customer service experience preferred – OR – Any equivalent combination of education, experience and/or training sufficient to demonstrate the knowledge, skills and abilities is acceptable. Higher levels on the Career Ladder require additional education, experience and training.

Special Conditions:

• Criminal Records Check, including fingerprinting


• Twelve-month probationary period


• CPS (Child Protective Services) Check – DSS, CSB, Community Resources and Court Services only


• Mandatory Participant in the Citizen Emergency Response On-call Plan (DSS ONLY)

Starting Salary for Customer Service Agent I (CD) - $39,149

Starting Salary for Customer Service Agent II (CD) -$41,106

Starting Salary for Customer Service Agent III (CD) -$44,837