Customer Contact Specialist II

Dominion Energy • RICHMOND, VA

2d • $42,300 - $54,900 • Hybrid

About The Position

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
• Strong interpersonal/communication skills in person, by phone/in writing
• Ability to retrieve items either alphabetically/numerically
• Strong ability to type
• Must be able to work independently & as a team member
• Strong knowledge of computers including: Customer Information Systems, Microsoft office products Word, Excel, Outlook
• Strong understanding of organization/department/section policies/procedures
• Ability to read & concentrate and listening skills
• Must demonstrate ability to deal with irate and difficult customers
• Must be able to identify and resolve strong and routine issues
• Strong organization/time management skills
• Must have strong understanding of billing, rates, credit, energy usage, and customer accounts
• Must be able to work varying shifts, nights, weekends and during emergency situations
• HS or GED required

Nice To Haves

• Military service members and veterans with ranks from E3-E5, W1-W2, or O1-O3, plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity.

Responsibilities

• Utilizes customer information systems
• Answers customer inquiries regarding billing, payment, credit, rates, and service requests
• Inputs pertinent residential and commercial customer account information
• Assesses customer needs
• Generates a variety of service order requests
• Assists customers with credit difficulties and termination notices
• Negotiates payment plans that meet regulatory requirements
• Makes appropriate referrals to internal or external departments/agencies for additional assistance
• Determines and documents 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED