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.