Senior Customer Service Representative

Chesterfield County•Chesterfield, VA

2d•Onsite

About The Position

Under general supervision, performs work of routine difficulty in the more difficult and complex customer assistance duties; performs related work as required. This position is part of an approved Career Development Plan (CDP) and offers career progression opportunities and salary incentives, as funding permits, based on performance, qualifications, and experience.

Requirements

High school diploma or GED
Three years of customer service experience
An equivalent combination of training and experience
Working knowledge of the principles and practices of customer service
Working knowledge of standard office practices and procedures
Ability to exercise tact and diplomacy in dealing with the public
Ability to interact with a variety of people from different cultures and backgrounds and of varying ages
Ability to perform mathematical calculations
Ability to communicate effectively orally and in writing
Ability to operate a personal computer and related software and other standard office equipment
Ability to develop and maintain effective working relationships with internal and external customers
Pre-employment drug testing
FBI criminal background check
Education/degree verification

Responsibilities

Assisting with the billing and customer service sections within the Utilities Department
Providing collection assistance to the account collector for past due, written-off and State Set Off accounts
Assisting billing with their daily reports to ensure accurate weekly billing
Assist the Call Center with escalated calls and/or questions pertaining to customer accounts
Process and respond to customers requesting assistance with billing issues or account questions received through written correspondence or email
Provide assistance to the department manager and supervisor for performance monitoring and coaching
Perform other work as required