Customer Contact Specialist I
About The Position
Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. This entry level position requires excellent customer service skills and represents Dominion Energy as the central point of contact for the company's Customer Contact Operations Center. Under direct supervision, guidance and support, duties include but are not limited to: utilizing customer information systems; responding to customer inquiries regarding billing, payment, credit, rates, and service requests; inputs pertinent residential and commercial customer account information; anticipate and assess customer needs; generates a variety of service order requests; assists customers with credit difficulties and termination notices; using clearly defined rules and guidelines, negotiates payment plans that meet regulatory requirements, and makes appropriate referrals to internal or external departments/agencies for additional assistance; determines and documents security deposits for new accounts within established guidelines; promotes, explains, and sets up programs available to customers; answers emergency calls and issues appropriate orders. Seeks advice on problem areas and refers escalated or highly complex issues to appropriate next level personnel. Navigates multiple systems simultaneously while demonstrating basic desktop computer proficiency. Delivers a consistent, effortless, and customer-centered experience. This is an on-site contact center position with the potential for remote work from home flexibility based on demonstrated performance after training is complete.
Requirements
- 0-2 years related experience, which may include Customer Service and/or Contact center experience.
- Good command of the English language, to include spelling and grammar, and ability to relay information by phone or in writing using good interpersonal and communication skills.
- Basic desktop computer proficiency, typing skills and the ability to utilize and navigate multiple systems simultaneously and demonstrate customer focused professionalism at all times.
- Knowledge and experience using MS 365 applications.
- Ability to work independently and as part of a cross functional team.
- Ability to deal with difficult customer situations, assess requests or problems and determine appropriate action with follow through.
- Good organizational and time management skills.
- Ability to learn quickly and apply knowledge demonstrating basic understanding of billing, rates, credit, energy usage, and customer accounts.
- Must be able to work an 8hrs or 10hrs shift to include ability to work varying hours of operation including nights, weekends, and times of emergency response.
- Must be able to arrive on-site work location within one hour.
- Must be able to meet identified skills and knowledge assessment targets to successfully complete all training.
- High School Diploma or GED required.
Nice To Haves
- Bilingual Spanish skills a plus.
Responsibilities
- Utilizing customer information systems
- Responding to customer inquiries regarding billing, payment, credit, rates, and service requests
- Inputting pertinent residential and commercial customer account information
- Anticipating and assessing customer needs
- Generating a variety of service order requests
- Assisting customers with credit difficulties and termination notices
- Negotiating payment plans that meet regulatory requirements
- Making appropriate referrals to internal or external departments/agencies for additional assistance
- Determining and documenting security deposits for new accounts within established guidelines
- Promoting, explaining, and setting up programs available to customers
- Answering emergency calls and issuing appropriate orders
- Seeking advice on problem areas and referring escalated or highly complex issues to appropriate next level personnel
- Navigating multiple systems simultaneously while demonstrating basic desktop computer proficiency
- Delivering a consistent, effortless, and customer-centered experience
Benefits
- health, dental, and vision benefits with coverage for families and domestic partners
- vacation
- retirement plans including 401k contributions and matches
- paid holidays
- tuition reimbursement
- bonus eligibility
- sick leave
- disability insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
