Water Utility Account & Billing Specialist

City of Norfolk; Norfolk (VA); On-site; USD 42,000 - 62,000; Full time

Job summary

City of Norfolk seeks an Account Representative for the Water Accounts Division to deliver high-volume customer service in a busy call center and lobby environment. You will assist with establishing/discontinuing services, handle billing inquiries, processing payments, and maintaining accurate customer records.

Face-to-face interactions, online/fax inquiries, and coordination with field personnel are part of the role.

Qualifications

• One year of inbound call center customer service experience.
• Experience handling cash transactions and payments.
• Strong interpersonal communication and organizational skills.
• Ability to work in a high-volume environment with accuracy.

Responsibilities

• Establish/terminate customer accounts by verifying and updating information.
• Respond to inquiries regarding consumption and services billed via telephone, in person or online.
• Process payments and cash transactions; reconcile cash drawers; verify payments; prepare reports.
• Complete requests for extensions and payment plans.
• Enter data into multiple billing systems and maintain customer records.
• Submit work orders and dispatch with field personnel as needed.
• Provide assistance to new employees and train on policies and procedures.
• Follow policies and meet call center metrics.

Skills

Customer service

Cash handling

Call center operations

Education

High school diploma or equivalent

Tools

Billing software

Microsoft Excel

Job description

City of Norfolk seeks an Account Representative for the Water Accounts Division to deliver high-volume customer service in a busy call center and lobby environment. You will assist with establishing/discontinuing services, handle billing inquiries, processing payments, and maintaining accurate customer records.

Face-to-face interactions, online/fax inquiries, and coordination with field personnel are part of the role.