The Customer Service Representative provides customer service support by answering calls in a high volume, fast-paced Customer Service Call Center. This position assists customers with initiating or terminating services, responds to inquiries and complaints, and prepares and maintains customer service records. Additional responsibilities include processing account adjustments, handling utility-related documentation, and completing special projects as assigned. Does related work as required. Work is performed under regular supervision. There are two levels for this position, following is the hiring ranges based on experience: Customer Service Representative I
- $21.63/hour to $29.75/hour Customer Service Representative II
- $23.15/hour to $31.84/hour The full salary range for both levels to provide opportunity for growth and development: Customer Service Representative I
- $21.63/hour to $37.86/hour Customer Service Representative II
- $23.
15/hour to $40.52/hour Serves as the first point of contact for customers in person, by phone, or e-mail; Handles customer inquiries, issues, and complaints professionally; Troubleshoots front-line water and sewer issues, including identifying inside or outside leaks; Assists new and existing customers with water/sewer connection requirements and procedures; Provides timely responses in a fast-paced environment regarding account balances, bill components, due dates, and service requests; Regularly checks and responds to customer service emails and voicemails, distributing inquiries as appropriate; Works efficiently with the Customer Service Management System (CSM) and various utility databases to manage customer accounts and retrieve necessary information; Sets up and maintains utility customer accounts, including verifying information, making name/address changes, and processing service updates; Reviews leases, deeds, and closing disclosures to validate service initiation support details; Conducts account research using internal software, payment platforms, and County land records to resolve billing and service issues; Updates client records regarding meter locations, occupancy changes, and access instructions; Processes adjustments to customer accounts as needed, including recalculating basic charges and providing courtesy billing adjustments; Responds to customer inquiries regarding billing, payments, tap fees, and other utility services; Generates, schedules, and coordinates service and work orders with field technicians for connections, maintenance, and emergencies; Handles emergency service calls during normal business hours, documenting details and dispatching field teams appropriately; Communicates regularly with internal departments (Customer Service, Meter Department, Field Operations) and external customers to ensure coordination and resolution of service activities; Investigates abnormal consumption, dispatches recheck requests and identifies issues like leaks or meter malfunctions; Maintains accurate records of meter readings and related customer interactions; Prepares and processes documentation, including service requests, adjustment forms, and account history reports; Performs general office tasks such as data entry, filing, copying, typing correspondence, handling mail, and answering phones; Files and retains records in compliance with Stafford County's and the Library of Virginia's retention schedule; Reports on maintenance or equipment problems promptly to ensure timely resolution; Performs related tasks as required. General knowledge of customer service procedures; General knowledge of the practices and procedures of the utility office and billing; General knowledge of standard collection methods and procedures; General knowledge of bookkeeping terminology and basic accounting principles; General knowledge of standard office procedures, practices, and equipment; Attention to detail in a fast-paced environment with frequent interruptions and shifting priorities; Skilled in filing and retaining records; Strong sense of teamwork with the ability to support group efforts and avoid disrupting workflows; Strong verbal and written communication skills, including proper use of English grammar, spelling, and punctuation; General analytical and problem-solving skills to assess customer needs, determine account actions, and resolve billing issues; Proficient in performing basic mathematical calculations related to billing adjustments and payments; Knowledge and proficiency in using meter reading software and handheld devices to support accurate and efficient data collection; Ability to manage and respond to a high volume of telephone calls in a courteous, professional, and clear manner within a call center environment; Ability to efficiently operate a variety of standard office equipment (e.g., computer, copier, scanner, fax, multi-line phone system); Ability to explain billing information, answer customer questions, and resolve concerns effectively and empathetically; Ability to accept direction from management and to maintain a high standard of work quality, professionalism, and accountability; Ability to maintain attendance and punctuality; Ability to maintain financial records and to prepare reports and statements; Ability to establish and maintain effective working relationships with internal departments, field personnel, and coworkers.
Customer Service Representative I:
Any combination of education and experience equivalent to graduation from high school, supplemented by courses in bookkeeping, computer operations, and 1 to 3 years of experience in general accounting clerical work involving public contact, along with demonstrated experience in a high call volume call center (handling 60 to 80 calls per day). Previous fee collection experience at a utility or governmental agency is desirable.
Customer Service Representative II:
Any combination of education and experience equivalent to graduation from high school, supplemented by courses in bookkeeping, computer operations, and 4 to 6 years of experience in general accounting clerical work involving public contact, along with demonstrated experience in a high call volume call center (handling 60 to 80 calls per day). Previous fee collection experience at a utility or governmental agency is desirable. Internal applicants must have 3 years of service as a Customer Service Representative I and meet the other conditions of the career development ladder.
