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.
The roles will be filled at the Norfolk and Richmond, VA locations.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES & EXPERIENCE

2-5 years of customer service and/or Customer Contact Operations experience.

• Experience with SAP (Core or Core Connect), preferred.
• 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

Required Degree (equivalency) not accepted in lieu of required Degree

• High School or GED required
• Associate degree in related discipline may be required 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.

TEST DESCRIPTION

Skills Assessment

Please refer the Job description for details