Customer Service Specialist, Senior

City of Richmond•730 East Broad Street, VA

3d•Hybrid

About The Position

The City of Richmond Department of Public Utilities is seeking a qualified Customer Support Specialist, Senior to provide exceptional service by assisting customers and customer service agents with account-related inquiries, resolving issues, and ensuring a seamless customer experience. This role involves handling customer requests, researching and adjusting accounts, handling escalations, coaching customer care agents, and maintaining accurate records while adhering to quality and compliance standards.

Requirements

Associates Degree in a business related area
Three years of customer service or payment processing, reconciliation, and adjustment experience
Computer Proficiency, including Microsoft Office Suite
Diplomacy
Account management
Oral/written communication
Interpersonal communication
Basic Mathematics
Customer service
Researching
Customer management systems
Identifying and correcting account discrepancies accurately
Multi-task
Problem solve
Work with diverse populations
Listen attentively
Analyze data to resolve customer issues or concerns
Prioritize responsibilities
Remain flexible in a fast-paced environment.

Nice To Haves

Experience in account investigation, billing inquiries, or payment processing is a plus.

Responsibilities

Assist customers and internal agents by providing information, handling requests and escalations, explaining procedures, conducting research, adjusting accounts where appropriate, and answering questions.
Discuss and resolve problems and concerns.
Provide call center support and dispatch calls as assigned.
Contact citizens to ensure their request was completed and provide follow-up based on their response.
Assist Supervisors with coaching and developing of customer care agents by either call observations or one on one coaching.
Enter information into databases to capture complaints and allow other agencies to respond to citizen requests.
Observe and comply with departmental policies, customer service standards, and compliance guidelines.
Participate in ongoing training, cross-training, and quality assurance (QA) activities, including conducting QA training when assigned.
Investigate and resolve account discrepancies, billing errors, and payment concerns.
Process service orders to address customer issues and update account information.
Educate and navigate customers on payment options, account processes, and assistance programs.
Communicate professionally and effectively across multiple channels, including phone, email, and in-person interactions.