Senior Utility Customer Service Specialist

The Virgin Islands Water & Power Authority; Charlotte Amalie (United States Virgin Islands); On-site; USD 36,000 - 48,000; Full time

Job summary

The Virgin Islands Water & Power Authority is seeking a Senior Customer Service Clerk to perform clerical and public contact work in assisting customers with utility accounts. This role supports the Customer Service Department, handles billing inquiries, and processes account changes.

Under minimum supervision, you will train or guide junior staff, maintain logs, and ensure clear communication with customers about adjustments, deposits, and service requests.

Qualifications

• High school graduation and five years of progressively responsible office experience including public contact duties.
• Proficient data entry and ability to type at least 50 words per minute.
• Strong written and oral communication skills; ability to explain billing and account information clearly.
• Knowledge of modern office practices, procedures, spelling and mathematics.

Responsibilities

• Interview applicants to gather information for opening utility accounts and complete forms for the Customer Service Department.
• Evaluate customer complaints and resolve routine billing questions, deposits, or balance transfers.
• Review files to explain billing or account balances to customers.
• Prepare corrected bills, correspondence and other written materials.
• Write correspondence to explain adjustments and changes to accounts.
• Handle telephone or in-person inquiries for installations, disconnects, or address changes and document on forms.
• Respond to inquiries with clear, concise communication; maintain daily logs of customer visits and assistance.
• Refer non-routine problems to supervisor and resolve most issues at the clerk level.
• Assist junior clerks and help orient/train, supervise minor staff as needed.
• Maintain accurate records of cash received and prepare routine financial reports.

Skills

Public contact

Office procedures

Data entry

Typing speed 50 wpm

Written and verbal communication

Record keeping

Customer service mindset

Education

High school diploma

Tools

Adding machines

Computer utilization

Job description

The Virgin Islands Water & Power Authority is seeking a Senior Customer Service Clerk to perform clerical and public contact work in assisting customers with utility accounts. This role supports the Customer Service Department, handles billing inquiries, and processes account changes.

Under minimum supervision, you will train or guide junior staff, maintain logs, and ensure clear communication with customers about adjustments, deposits, and service requests.