Utilities Accounts Specialist – Inbound CX & Cash

City of Norfolk, VA; Norfolk (VA); On-site; USD 36,000 - 52,000; Full time

Job summary

City of Norfolk’s Department of Utilities is seeking an Account Representative for the Water Accounts Division. The role emphasizes high-volume customer service, handling account setup, billing inquiries, and payment processing in person, by phone, and online.

Responsibilities include cash handling, data entry into multiple billing systems, extensions and payment plans, and preparing correspondence and reports. Strong interpersonal skills and accuracy are essential in a fast-paced environment.

Responsibilities

• Maintain/Establish/Terminate customer accounts by verifying and updating information.
• Respond to customer inquiries regarding consumption and services billed via telephone, in person or on the web.
• Process payments and cash transactions; perform calculations; reconciling and balancing cash drawers; prepare reports.
• Complete requests for extensions and payment plans.
• Submit work orders, prepare and mail written correspondences, track data in Excel, file documents, generate letters and logs.
• Conduct research and analyze data.
• Follow policies and procedures; communicate with other departments.
• Assist new employees and train on policies and rate charges.

Job description

City of Norfolk’s Department of Utilities is seeking an Account Representative for the Water Accounts Division. The role emphasizes high-volume customer service, handling account setup, billing inquiries, and payment processing in person, by phone, and online.

Responsibilities include cash handling, data entry into multiple billing systems, extensions and payment plans, and preparing correspondence and reports. Strong interpersonal skills and accuracy are essential in a fast-paced environment.