Customer Account Investigator*
Customer Account Investigator*
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Job Description
Are you RichmondR.E.A.D.YRespect.Equity.Accountability.DiversityYOU!!!
This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent fostering growth opportunities and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice we are thrilled about the below employee benefit enhancements:- Virginia Retirement System (VRS)
- Language Incentive
- Referral Bonus
- Tuition Assistance Program
Description
The City of Richmond Department of Public Utilities is seeking highly qualified candidates to fill multiple Customer Account Investigator positions within its Exceptions and Water Leak Division. The incumbents will be 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 also include: keying billing information into relevant systems collecting compiling and recording evidence and data; generating service orders; contacting customers to resolve complaints or inquiries; keying billing information into relevant systems; corresponding with internal or external departments or business; remaining knowledgeable of City codes as well as interpreting readouts and readings gathered from utilities meters to apply necessary actions to customer accounts.
Duties include but are not limited to
- Processing meter reading and billing exceptions within specific deadlines
- Processing water leak adjustments (inlet and outlet underground burst pipes and silent leaks)
- Process sewer rebates (request dye test)
- Correction of wrong size dials
- Reviewing and correcting Kubra invoices to ensure accurate and timely billing
- Computing and processing adjustments to customer accounts
- Working various reports in the area and contacting customers via letter or phone for purposes of resolving the issue
- 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 and be responsible for all other duties as assigned
Qualifications Special Certifications and Licenses
MINIMUM TRAINING AND EXPERIENCE:
- Associates 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
LICENSING CERTIFICATIONS and/or OTHER SPECIAL REQUIREMENTS:- May require valid Drivers License
- May require valid Commonwealth of Virginia Drivers License within 30 days of hire
KNOWLEDGE SKILLS AND ABILITIES:- Considerable knowledge CIS (Banner) utility billing software and forms;
- Experience generating service orders;
- An understanding of City utilities (e.g. gas water & storm-water) and how they are utilized by customers.
- Experience interpreting gas and water readings;
- General knowledge of the use of computer programs such as Microsoft Office Suite (Outlook Excel Word etc.);
- Ability to utilize office equipment (printers fax machines etc.)
- Ability to perform detailed work on multiple concurrent tasks under time constraint;
- Problem solving;
- Strong mathematical skills
- Researching
- Good listening skills;
- An understanding of relevant City policies and procedures regarding customer service interactions;
- Experience in Richmond City Assessors file.
- An understanding of the divisions customer service objectives;
- Experience corresponding with internal and external departments;
- interpersonal communication;
- Skilled in interacting with irate or irrational customers;
- Experience utilizing problem solving and critical thinking.
- Demonstrated experience to communicate with internal and external customers in a timely and professional manner to provide and maintain good customer service
Americans with Disabilities Act Requirements
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.
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.
Equal Employment Opportunity Statement
The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process please contact Jessica McKenzie Human Resources Manager by email at .
This policy applies to all terms and conditions of employment including recruitment hiring placement promotion termination layoff transfer leaves of absence compensation and training.
The City of Richmond Values Veterans.We are an official V3 Certified Company.
The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.
Employment Type
Full-Time
