Customer Account Specialist

Role: Customer Account Specialist
Location: Norfolk, VA
Schedule: Hybrid (4 days onsite)
Rate: $14/hour W2

We are seeking a Customer Account Specialist to join the Customer Account Management team. This individual will serve as a primary point of contact for residential customers, handling a variety of inquiries ranging from routine account questions to complex billing concerns. The ideal candidate will have strong customer service experience, excellent communication skills, and the ability to analyze and resolve customer issues while delivering a positive customer experience.

Key Responsibilities

• Serve as a customer-facing representative supporting residential customer accounts.
• Handle inbound customer inquiries related to billing, high bill investigations, account questions, and service-related concerns.
• Research and analyze customer accounts to identify and resolve billing discrepancies.
• Perform billing reconciliations and explain findings clearly to customers.
• Provide detailed explanations of electric rates, charges, programs, and services.
• Navigate multiple systems and applications simultaneously while assisting customers.
• Maintain accurate documentation of customer interactions and case activity.
• Collaborate with internal departments to resolve complex customer issues.
• Deliver exceptional customer service while meeting quality and performance expectations.
• Work independently and as part of a team to support customer account management goals.

Required Qualifications

• High School Diploma or GED required.
• Minimum of 2 years of customer-facing experience, either in person or over the phone.
• Minimum of 2 years of experience in an inbound call center environment.
• Strong computer skills, including Microsoft Office and virtual collaboration tools.
• Ability to multitask across multiple applications and screens during customer interactions.
• Experience working in customer-focused environments where service and satisfaction are a primary priority.
• Strong verbal and written communication skills.
• Excellent interpersonal skills and the ability to build positive relationships with customers, peers, and leadership.
• Ability to work in a fast-paced environment and manage multiple priorities.

Preferred Qualifications

• Associate degree.
• Utility industry experience.
• Bilingual communication skills.
• Experience in customer service, contact center, banking, telecommunications, retail, or other customer-focused industries.

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