Senior Customer Support & Account Coach

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

Benefits offered by this job

Virginia Retirement System (VRS)

Language Incentive

Referral Bonus

Tuition Assistance Program

Job summary

City of Richmond, Virginia is seeking a Senior Customer Support Specialist to assist customers and agents with account inquiries, resolve issues, and ensure a seamless experience. You will handle escalations, coach agents, and maintain accurate records per quality standards.

The role requires an Associ­ates Degree and 3 years in customer service or payment processing, with preference for experience in billing and account investigations.

Qualifications

• Associates Degree in a business related area is required.
• Three years of customer service or payment processing, reconciliation, and adjustment experience.
• Experience in account investigation, billing inquiries, or payment processing 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 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 Suite

Oral/written communication

Interpersonal communication

Basic Mathematics

Researching

Customer management systems

Identifying and correcting account1?

Education

Associate degree in business-related area

Tools

CIS billing system

CRM systems

Job description

City of Richmond, Virginia is seeking a Senior Customer Support Specialist to assist customers and agents with account inquiries, resolve issues, and ensure a seamless experience. You will handle escalations, coach agents, and maintain accurate records per quality standards.

The role requires an Associ­ates Degree and 3 years in customer service or payment processing, with preference for experience in billing and account investigations.