Utility Account Representative I - Customer Contact/Call Center

City of Virginia Beach; Virginia Beach (VA); On-site; USD 41,000 - 63,000; Full time

Job summary

The City of Virginia Beach Public Utilities Department is seeking candidates for the Customer Contact Center. You will be the first point of contact, helping customers with billing questions, new service setup, and issue troubleshooting.

You’ll work in a small but busy center and must listen with empathy while resolving inquiries. Requirements include at least 1 year of customer service experience, a 30 WPM typing test, and the ability to multitask across several computer systems.

Qualifications

• Minimum of 1 year of experience in a call center or customer service setting.
• Typing test of 30 words per minute may be required.
• Ability to multitask while listening to customers across multiple computer applications.
• Must perform basic math calculations quickly and accurately.

Responsibilities

• Be the first point of contact for customers in the Public Utilities Customer Contact Center.
• Assist customers by phone, answer billing questions, set up new service, and troubleshoot issues.
• Listen actively and show empathy while guiding customers through processes.
• Demonstrate reliability, punctuality, and teamwork in a busy work environment.

Skills

Call Center

Customer Contacts

Customer Inquiries

Public Utilities

Education

Some college in applicable field

Job description

Job Posting End Date:October 25, 2026Department:PUBLIC UTILITIESCompensation Grade:Compensation Range & Starting Salary:Pay Range: $40,726 - $63,481Starting salary - Minimum of the Pay RangeScheduled Weekly Hours = 40Job Exempt (If No, Position is eligible for overtime):NoAbout Us:Recognized as one of America’s Best-In-State Employers for 2024, the City of Virginia Beach is proud to offer a diverse and dynamic work environment. Our workforce plays a crucial role in delivering exceptional government services to both our citizens and fellow City employees. Apply now to join an organization where you truly make a difference.Job Duties and Preferred Qualifications:The Public Utilities Department is looking for new team members to join our Customer Contact Center. We serve a customer base of over 141,000 accounts receiving a monthly bill for water, sanitary sewer, storm water, and solid waste collection services.Typical Duties You'll Perform:Be the first point of contact for our customers.Work in a small but busy customer contact center, assisting customers primarily by phone.Answer billing questions, set up new service, and trouble-shoot account issues.Listen to your customers and show empathy.You Have:At least one year of experience in a call center or customer service setting.The ability to pass a 30 word per minute typing test.The ability to multi-task by actively listening to your customer while simultaneously working in a variety of computer applications.The ability to perform basic math calculations with speed and accuracy.Willingness to learn, adjust to changes quickly, and be open to feedback to support your performance and development.The ability to be reliable, punctual, and counted on by your teammates. Preferences:The ideal candidate will have:Call center/customer contact center experience (Tier 1).Escalated customer service experience (Tier 2).Utility experience (water, phone, electric, gas).Experience providing basic technical support to customers.Experience with written customer communications (emails, chat, memos, or other correspondence).Some college in an applicable field.Municipal government experience.Additional requirements:• DMV Transcript: No• CDL: No• Drug & Alcohol Clearinghouse: No• CPS Check: No• Physical: No• Respirator: No• Psychological Screening: No• Polygraph: No• At Will: NoMinimum Requirements:Minimum Qualifications: Requires High school or GED plus one (1) year of experience in a field such customer service representative or customer care account representative in a utility setting; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities. Typing test may be required with a passing score of thirty (30) words per minute. Special Requirements: All employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies.Skills:Call Center, Customer Contacts, Customer Inquiries, Public UtilitiesWorking Conditions:Per HR Policy 6.19, Americans with Disabilities, the City follows the requirements of the Americans with Disabilities Act (ADA) in all hiring and employment decisions. The City shall not discriminate on the basis of disability in its hiring and employment practices. The City shall make reasonable accommodations for the known physical or mental limitations of a qualified applicant or employee with a disability upon request unless the accommodation would cause an undue hardship on the operation of the City’s business.The Working Conditions Summary is intended to provide a general overview of the environmental conditions inherent in the job setting, as well as the physical, mental, and sensory requirements necessary to perform the essential functions of the position in the noted job profile. Please copy and paste the URL below into your web browser to view the Working Conditions Summary for this position.Official Job Descriptions:To browse official job descriptions, please access this link - https://virginiabeach.gov/careers/job-descriptions-pay-plans?search=&group=EVRS Contribution: All full-time employees are required to contribute 5% of annual salary toward their retirement account; in accordance with VRS retirement provisions. This will be handled through a pre-tax payroll deduction.Drug Free Workplace: The City of Virginia Beach maintains a drug free workplace.Equal Employment Opportunity (EEO) Statement: The City of Virginia Beach is an equal opportunity employer and is committed to providing a diverse and inclusive work environment. We do not discriminate against any applicant or employee on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected status as defined by applicable law.