Senior Customer Support & Billing Specialist

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

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.