Customer Account Investigator - Field Escalations Team

About the role

The City of Richmond Department of Public Utilities is seeking a highly qualified candidate to fill a Customer Account Investigator - Field position within the Customer Service - Escalations Team. This position is responsible for resolving customer complaints or billing queries, correcting errors in customer accounts, processing changes to accounts, and assisting customers with any other issues within an assigned area of responsibility. Work may include collecting, compiling and recording evidence and data; generating service orders; contacting customers to resolve complaints or inquiries; completing field related work; corresponding with internal or external departments of business. The selected candidate may be required to work overtime, nightshift, weekend and holiday call as scheduled.

Responsibilities

• Resolving complex customer or businesses complaints of billing inquiries
• Computing and processing adjustments to customer accounts
• Generating and completing field work related to new consumers, off finals, and reconnections
• Investigating account issues in the field associated with escalated customer complaints
• Working various reports in the area and contacting customers via letter or phone
• Maintaining various reports, account logs and files and the timely submission of same to supervisor and appropriate staff
• Communicating with internal and external customers in a timely and professional manner to provide and maintain good customer service delivery
• Performing other duties as assigned

Qualifications

Minimum training and experience: Associate's degree in a related field OR Vocational or technical training beyond High School equivalent to two years of college; Two years of related experience; An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

Preferred qualifications: Operator Qualification (OQ) or ability to obtain within six (6) months of hire; Customer escalations response, written and in person; Experience in fraud detection and prevention; Proficiency in Microsoft Office and other relevant software; Strong communication and analytical skills; Demonstrated experience to communicate with internal and external customers in a timely and professional manner to provide and maintain good customer service; Two (2) to four (4) years of utility experience in gas and water field operations is preferred.

Licensing, certifications, and/or other special requirements: May require valid Driver's License; Must possess or obtain Operator Qualification within 6 months of hire.

Knowledge, skills, and abilities

Knowledge (some combination of the following): CIS (Banner) utility billing software and forms; Generating service orders; Utilities Meters (gas/water) and interpreting their readouts; Computer programs such as Microsoft Office Suite (Outlook, Excel, Word etc.); Relevant City policies and procedures regarding customer service interactions; Fair Accurate Credit Transaction Act and the Fair Credit Reporting Act.

Skills (some combination of the following): Customer service; Corresponding with internal and external departments; Math needed in a business setting (e.g. algebra); Interpersonal communication; Interacting with irate or irrational customers; Utilizing standard office equipment such as printers, fax machines, etc.

Abilities (some combination of the following): Problem solve; Making critical decisions; Follow procedures and policies.

Working conditions

Environmental hazards: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

Physical requirements and working environment: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly finger, talk, hear, see, and perform repetitive motions; frequently walk; and occasionally stoop, reach, stand, push, pull, lift, grasp, and feel. The working conditions may contain environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.