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Customer Account Specialist I in Norfolk, VA at Headway Workforce Solutions

Date Posted: 6/16/2018

Job Snapshot

Job Description

Headway Workforce Solutions is currently seeking a Customer Account Specialist I for a 6+ month contract opportunity in Norfolk, VA, with one of the nation's largest producers and transporters of energy. This is a great opportunity to develop your skills and experience with an industry leader currently operating the nation's largest natural gas storage system.

As a Customer Account Specialist I, you will:
  • Utilize limited electric distribution knowledge and business skills to provide premier service to the company's residential customers.
  • Demonstrate excellent customer service skills and represent our client as the central point of contact for basic to complex residential inquiries, such as high bill inquiries.
  • Coordinate, integrate and manage company processes on customers' behalf.
  • With necessary guidance and direction of senior colleagues and management, support, manage and advise customers on electric service attributes including desired service characteristics, equipment, rate application, associated programs and costs.
  • Improve¬†electric service reliability by responding to customer operational needs.
  • Coordinate available company support/assistance to resolve customer inquiries.
  • Perform billing reconciliation by analyzing, reconciling and resolving customer or company billing disputes and receive guidance and direction as necessary.
  • Provide detailed explanation/applications of electric rates to customers.
  • Assist in resolving electric power quality deficiencies.
  • Perform account consumption history analysis to assist in resolving electric high bill complaints and to educate customers regarding their electrical usage.
  • Perform other duties as requested or assigned.

  • Up to two years directly related experience required.
  • Knowledge of mainframe and computer (PC) and internet applications.
  • Effective interpersonal communication skills with supervisors and peers.
  • Proficient in keyboarding/data entry.
  • Good oral and written communication skills demonstrated by use of correct grammar and terminology.
  • Excellent time management skills including: attention to detail, documentation and follow-up.
  • Must have the ability to:
    • Process information quickly and accurately,
    • handle routine customer transactions,
    • work under time constraints,
    • Understand and apply new concepts,
    • Analyze information and evaluate results,
    • Multi-task and process customer requests while speaking to the customer.
    • Heal customer relationships by defusing angry and upset customers.

Preferred Qualifications:
  • Previous customer service experience is preferred.

  • A High School Diploma is required.

Physical Requirements:
  • Must be able to sit for the majority of the shift.
  • Must be able to read, write, and use a telephone.

Additional Information:
  • Schedule is M-F from 8:00 am - 5:00 pm with a one hour lunch break.
  • This is a 6+ month contract.
  • This position is in alignment with the role of Customer Service Representative, who hadnles incoming and outbound phone calls.

Headway Workforce Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Headway Workforce Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.