Customer Contact Specialist II

Dominion Energy • Norfolk, VA

351d

About The Position

Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we're looking for you. You won't just find a job here; you'll find your career. This intermediate level position provides excellent customer service skills and represents Dominion Energy as the central point of contact for the company's Customer Contact Operations Center. Under general supervision and proficient degree of efficiency, guidance and direction, duties include but not limited to: utilizes customer information systems; answers customer inquiries regarding billing, payment, credit, rates, and service requests; inputs pertinent residential and commercial customer account information; assess customer needs; generates a variety of service order requests; assists customers with credit difficulties and termination notices; exercises some judgment in accordance with well-defined policies and procedures to negotiate payment plans that meet regulatory requirements, and makes appropriate referrals to internal or external departments/agencies for additional assistance; exercises some judgment in accordance with well-defined policies and procedures to determine and document security deposits for new accounts; promotes, explains, and sets up programs available to customers; answers emergency calls and issues appropriate orders. Refers highly complex issues to appropriate next level personnel.

Requirements

• 2-5 years Customer Contact Operations experience and/or customer service experience.
• Strong interpersonal/communication skills in person, by phone/in writing.
• Ability to retrieve items either alphabetically/numerically.
• Strong typing ability.
• Ability to work independently and as a team member.
• Strong knowledge of computers including Customer Information Systems and Microsoft Office products (Word, Excel, Outlook).
• Understanding of organization/department/section policies/procedures.
• Ability to read, concentrate, and listen effectively.
• Ability to deal with irate and difficult customers.
• Ability to identify and resolve strong and routine issues.
• Strong organization/time management skills.
• Understanding of billing, rates, credit, energy usage, and customer accounts.
• Ability to work varying shifts, nights, weekends, and during emergency situations.

Nice To Haves

• Associate degree in related discipline preferred.
• A related higher-level degree may be applied toward years of experience.

Responsibilities

• Utilizes customer information systems to assist customers.
• Answers customer inquiries regarding billing, payment, credit, rates, and service requests.
• Inputs pertinent residential and commercial customer account information.
• Assesses customer needs and generates service order requests.
• Assists customers with credit difficulties and termination notices.
• Negotiates payment plans that meet regulatory requirements.
• Documents security deposits for new accounts.
• Promotes and explains programs available to customers.
• Answers emergency calls and issues appropriate orders.

Benefits

• Health benefits with coverage for families and domestic partners.
• Vacation.
• Retirement plans.
• Paid holidays.
• Tuition reimbursement.
• Comprehensive benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Utilities
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees