Utility Account Representative I - Customer Contact/Call Center #JR-01396

The Public Utilities Department is looking for new team members to join our Customer Contact Center. We serve a customer base of over 141,000 accounts receiving a monthly bill for water, sanitary sewer, storm water, and solid waste collection services. Typical Duties You'll Perform: Be the first point of contact for our customers. Work in a small but busy customer contact center, assisting customers primarily by phone. Answer billing questions, set up new service, and trouble-shoot account issues. Listen to your customers and show empathy. You Have: At least one year of experience in a call center or customer service setting. The ability to pass a 30 word per minute typing test. The ability to multi-task by actively listening to your customer while simultaneously working in a variety of computer applications. The ability to perform basic math calculations with speed and accuracy. Willingness to learn, adjust to changes quickly, and be open to feedback to support your performance and development. The ability to be reliable, punctual, and counted on by your teammates. Preferences: The ideal candidate will have: Call center/customer contact center experience (Tier 1). Escalated customer service experience (Tier 2). Utility experience (water, phone, electric, gas). Experience providing basic technical support to customers. Experience with written customer communications (emails, chat, memos, or other correspondence). Some college in an applicable field. Municipal government experience. Additional requirements: • DMV Transcript: No • CDL: No • Drug & Alcohol Clearinghouse: No • CPS Check: No • Physical: No • Respirator: No • Psychological Screening: No • Polygraph: No • At Will: No Minimum Requirements : Minimum Qualifications: Requires High school or GED plus one (1) year of experience in a field such customer service representative or customer care account representative in a utility setting; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities. Typing test may be required with a passing score of thirty (30) words per minute. Special Requirements: All employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies. The City of Virginia Beach is an Equal Opportunity Employer.