Customer Service Representative (Martinsville, VA)

Nature of Work
This position involves providing responsible and responsive office support within the Utility Billing Division, with a primary focus on handling a high volume of customer inquiries and complaints related to utility accounts.

The role requires delivering courteous and effective service, even in challenging or adversarial situations. It demands the ability to remain composed under pressure, assess customer needs, and provide accurate and timely resolutions. Responsibilities include explaining services, policies, and procedures, or directing customers to the appropriate departments, staff, or agencies.

Duties also involve addressing and following up on citizen inquiries and complaints, accurately handling phone calls and walk-in inquiries, and maintaining knowledge of personnel and departmental functions to ensure satisfactory problem resolution. The position requires regular public contact and demands mental alertness, tact, discretion, confidentiality, and accuracy in all administrative and customer-facing tasks.

Work is performed under established policies and procedures, with general supervision from the Utility Billing Supervisor, and is subject to review by the Director of Utilities.

Examples of Work

• Answers incoming telephone calls and assists walk-in customers; provides information and responds to inquiries regarding utility billing and services.

• Provides guidance on account information, utility service activation and disconnection, and other related procedures.

• Receives, reviews, and processes contracts for new utility services; completes forms for service terminations and address changes; prepares and processes service orders.

• Handles complex or difficult complaints related to billing policies and procedures; responds to in-person, written, and phone inquiries, referring unresolved issues to the Utility Billing Supervisor.

• Inputs, updates, and retrieves customer data in the utility billing system; documents complaints in computerized records; maintains files for service orders.

• Calculates electric and water deposit amounts; completes forms for direct debit, budget accounts, deposit agreements, and senior water discounts.

• Performs other related duties as assigned.

Qualifications and Experience:
Graduation from high school or equivalent, supplemented by coursework in accounting, and three to five years of experience in customer service, financial recordkeeping, billing procedures, or a related field. An equivalent combination of education, training, and experience that demonstrates the required knowledge, skills, and abilities may also be considered.

Knowledge, Skills, and Abilities:

• Strong knowledge of customer service principles and standard office practices, procedures, and techniques.

• Proficiency in English grammar, punctuation, and professional communication.

• Familiarity with departmental operations, policies, user and connection fees, and relevant City codes and ordinances related to billing and delinquent accounts.

• Skilled in using computers and word processing software to manage complex records, prepare reports, and generate routine correspondence.

• Ability to handle customer inquiries—often involving sensitive or adversarial situations—with professionalism and courtesy.

• Capable of working effectively under pressure and maintaining a high level of accuracy and service.

Department: Electric
This is a full time position

Salary : $34,636