Customer Contact Specialist II

At Dominion Energy we love our jobs. That’s right. Love. Every day we go to work filled with passion to be excellent, to creatively problem solve and to innovate. These are exciting days for energy companies, and Dominion Energy aims to shape the future of energy in America. We are looking at all of our work with fresh eyes, retooling everything we do, in every part of the company, to operate more sustainably and to deliver energy more reliably than ever. We are looking for interesting, independent thinkers and doers who can help shape the culture of a forward-looking company that’s proud of its rich legacy. Are you a change agent? Do you think differently? Do you want to fall in love with your job? If you answered “yes,” then read on!

We offer a hybrid 3-2 work schedule (three days in the office, two days of teleworking) to accommodate the need for flexibility.

At this time, Dominion Energy cannot transfer nor sponsor a work visa 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

The knowledge, skills, abilities, and experiences that are required for entry into this job include the following:

• 2-5 years Customer Contact Operations experience and/or customer service experience.
• Strong interpersonal/communication skills in person, by phone/in writing.
• Must have ability to retrieve items 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.

The company is actively seeking United States military veterans and service members who meet the qualifications. 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 above.

Education Requirements

Required Degree (equivalency) not accepted in lieu of required Degree: High School or GED required.

Additional Notes: A related higher-level degree may be applied toward years of experience.

Associate degree in related discipline may be required – OR – 2+ years of additional relevant experience in lieu of degree.

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 dombenefits.com.

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.

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