DPU Hiring Event - Customer Service Specialist, Senior

City of Richmond, Virginia; Broad Run (VA); On-site; USD 55,000 - 69,000; Full time

Benefits offered by this job

Virginia Retirement System

Language Incentive

Referral Bonus

Tuition Assistance Program

Job summary

City of Richmond’s Department of Public Utilities is seeking a Senior Customer Support Specialist to provide exceptional service by assisting customers and agents with account inquiries, resolving issues, and ensuring a seamless customer experience.

The role requires an Associate degree and three years of customer service or payment processing experience; duties include researching accounts, coaching agents, and maintaining accurate records in a fast-paced environment.

Qualifications

• Associates Degree in a business related area.
• Three years of customer service or payment processing, reconciliation, and adjustment experience.

Responsibilities

• Assist customers and internal agents by providing information, handling requests and escalations, explaining procedures, conducting research, adjusting accounts where appropriate, and answering questions.
• Discuss and resolve problems and concerns.
• Provide call center support and dispatch calls as assigned.
• Contact citizens to ensure their request was completed and provide follow-up based on their response.
• Assist Supervisors with coaching and developing of customer care agents by either call observations or one on one coaching.
• Enter information into databases to capture complaints and allow other agencies to respond to citizen requests.
• Observe and comply with departmental policies, customer service standards, and compliance guidelines.
• Participate in ongoing training, cross-training, and quality assurance (QA) activities, including conducting QA training when assigned.
• Investigate and resolve account discrepancies, billing errors, and payment concerns.
• Process service orders to address customer issues and update account information.
• Educate and navigate customers on payment options, account processes, and assistance programs.
• Communicate professionally and effectively across multiple channels, including phone, email, and in-person interactions.

Skills

Customer service

Account management

Microsoft Office

Communication

Researching

Multi-tasking

Education

Associates Degree in a business related area

Tools

CIS billing system

Job description

Are you Richmond R.E.A.D.Y ? R espect. E quity. A ccountability. D iversity… YOU !!!

About

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• T uition Assistance Program

Description

Join us at the DPU Hiring Event!

This position is a part of our hiring event on Wednesday, October 14, 2026, from 9:00 AM to 4:00 PM at Midtown Green. If you're selected to move forward, our department will reach out directly to schedule your interview. Please note this position is subject to a pre-employment background check and/or drug screening.

The anticipated hiring range is $54,789 - $68,754.

The City of Richmond Department of Public Utilities is seeking a qualified Customer Support Specialist, Senior to provide exceptional service by assisting customers and customer service agents with account-related inquiries, resolving issues, and ensuring a seamless customer experience. This role involves handling customer requests, researching and adjusting accounts, handling escalations, coaching customer care agents, and maintaining accurate records while adhering to quality and compliance standards.

Duties include but are not limited to

• Assist customers and internal agents by providing information, handling requests and escalations, explaining procedures, conducting research, adjusting accounts where appropriate, and answering questions.
• Discuss and resolve problems and concerns.
• Provide call center support and dispatch calls as assigned.
• Contact citizens to ensure their request was completed and provide follow-up based on their response.
• Assist Supervisors with coaching and developing of customer care agents by either call observations or one on one coaching.
• Enter information into databases to capture complaints and allow other agencies to respond to citizen requests.
• Observe and comply with departmental policies, customer service standards, and compliance guidelines.
• Participate in ongoing training, cross-training, and quality assurance (QA) activities, including conducting QA training when assigned.
• Investigate and resolve account discrepancies, billing errors, and payment concerns.
• Process service orders to address customer issues and update account information.
• Educate and navigate customers on payment options, account processes, and assistance programs.
• Communicate professionally and effectively across multiple channels, including phone, email, and in-person interactions.

Qualifications, Special Certifications And Licenses

MINIMUM TRAINING AND EXPERIENCE:

• Associates Degree in a business related area
• Three years of customer service or payment processing, reconciliation, and adjustment experience

PREFERRED QUALIFICATIONS:

• Experience in account investigation, billing inquiries, or payment processing is a plus.

LICENSING, CERTIFICATIONS, And/or OTHER SPECIAL REQUIREMENTS

• N/A

Knowledge, Skills, And Abilities

TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some Combination Of The Following)

• Best practices in customer service policies and procedures
• DPU's Rules and Regulations regarding Utility Rates
• CIS billing system
• Using standard office equipment

Skills (some Combination Of The Following)

• Computer Proficiency, including Microsoft Office Suite
• Diplomacy
• Account management
• Oral/written communication
• Interpersonal communication
• Basic Mathematics
• Customer service
• Researching
• Customer management systems
• Identifying and correcting account discrepancies accurately

Abilities (some Combination Of The Following)

• Multi-task
• Problem solve
• Work with diverse populations
• Listen attentively
• Analyze data to resolve customer issues or concerns
• Prioritize responsibilities
• Remain flexible in a fast-paced environment.

Americans With Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS:

Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT:

Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. While performing the essential duties of this job, the employee is regularly required to talk, see, hear, finger (pick, pinch, type or otherwise work primarily with fingers), and use substantial repetitive motions of the wrists, hands, and/or fingers. The employee is occasionally required to stoop, kneel, crouch, walk, and reach extending hands and arms in any direction. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

• Internal use: HR Generalist to review.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Veronica Kenner, by email at [e-mail].

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans. We are an official V3 Certified Company.

The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.