Job Information
Dominion Energy Customer Contact Specialist II in NORFOLK, Virginia
Customer Contact Specialist II
Date: Sep 4, 2024
Location: NORFOLK, VA, US, 23509
Company: Dominion Energy
Dominion Energy is committed to providing reliable, affordable, and increasingly clean energy that powers our customers every day. If you want to work for a purpose-driven company that values safety and collaboration, we’re looking for you. You won’t just find a job here; you’ll find your career. Review the position below and apply today.
We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.
Military service members and veterans with ranks from E3-E5, W1-W2, or O1-O3, plus appropriate equivalent combination of education and years of experience as outlined below will be considered for this opportunity.
At this time, Dominion Energy cannot transfer or sponsor a work visa or employment authorization for this position.
This position does not offer relocation assistance.
Job Summary
This intermediate level position provides excellent customer service skills and represents Dominion Energy as the central point of contact for the company's Customer Contact Operations Center. Under general supervision and proficient degree of efficiency, guidance and direction, duties include but not limited to: utilizes customer information systems; answers customer inquiries regarding billing, payment, credit, rates, and service requests; inputs pertinent residential and commercial customer account information; assess customer needs; generates a variety of service order requests; assists customers with credit difficulties and termination notices; exercises some judgment in accordance with well-defined policies and procedures to negotiate payment plans that meet regulatory requirements, and makes appropriate referrals to internal or external departments/agencies for additional assistance; exercises some judgment in accordance with well-defined policies and procedures to determine and document security deposits for new accounts; promotes, explains, and sets up programs available to customers; answers emergency calls and issues appropriate orders. Refers highly complex issues to appropriate next level personnel.
Required Knowledge, Skills, Abilities & Experience
2-5 years Customer Service experience.
6 months of SAP experience, required.
Strong interpersonal/communication skills in person, by phone/in writing
Must have ability to retrieve items either alphabetically/numerically
Strong ability to type
Must be able to work independently & as a team member
Must have Strong knowledge of computers including: Customer Information Systems, Microsoft office products Word, Excel, Outlook
Strong understanding of organization/department/section policies/procedures
Ability to read & concentrate and listening skills
Must demonstrate ability to deal with irate and difficult customers
Must be able to identify and resolve strong and routine issues
Strong organization/time management skills
Must have strong understanding of billing, rates, credit, energy usage, and customer accounts
Must be able to work varying shifts, nights, weekends and during emergency situations
Education Requirements
High School or GED required.
Associate degree in related discipline preferred OR 2+ years of additional relevant experience in lieu of degree.
Additional Notes: A related higher-level degree may be applied toward years of experience.
Licenses, Certifications, or Quals Description
Working Conditions
Office Work Environment 76 -100%
Travel Up to 25%
Other Working Conditions
Test Description
Skills Assessment
Export Control
Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.
Other Information
We offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which may include: health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more. To learn more about our benefits, click here
Dominion Energy is an equal opportunity employer and is committed to a diverse workforce. Qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status.
You can experience the excitement of our company – it's the difference between taking a job and starting a career.
Nearest Major Market: Hampton Roads
Job Segment: Information Systems, Environmental Engineering, ERP, SAP, Technology, Engineering