Senior Customer Care Specialist - Utility Services

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

Job summary

The City of Richmond Department of Public Utilities is seeking a qualified Senior Customer Support Specialist to provide exceptional service by assisting customers and agents with account-related inquiries and issues.

Responsibilities include researching accounts, handling escalations, coaching staff, maintaining records, and ensuring QA and compliance. A strong background in customer service and billing is preferred.

Qualifications

• Associates Degree in a business related field.
• Three years of customer service or payment processing, reconciliation, and adjustment experience.
• Experience with billing systems or account investigations is a plus.

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 customer care agents by 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 QA activities, including 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 across phone, email, and in-person interactions.

Skills

Customer service

Account management

Microsoft Office

Diplomacy

Oral communication

Interpersonal skills

Researching

Customer management systems

Basic mathematics

Education

Associate degree in business

Tools

CIS billing system

Microsoft Office

Customer management systems

Job description

The City of Richmond Department of Public Utilities is seeking a qualified Senior Customer Support Specialist to provide exceptional service by assisting customers and agents with account-related inquiries and issues.

Responsibilities include researching accounts, handling escalations, coaching staff, maintaining records, and ensuring QA and compliance. A strong background in customer service and billing is preferred.