Customer Account Investigator

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This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Description

The City of Richmond Department of Public Utilities is seeking highly qualified candidates to fill multiple Customer Account Investigator positions within its Billing Exceptions and Water Leak Division.

The incumbents will be responsible for resolving customer complaints or billing queries, correcting errors in customer accounts, processing changes to accounts, and assisting customers with any other issues within an assigned area of responsibility. Work may also include the following: keying billing information into relevant systems, collecting, compiling, and recording evidence and data; generating service orders; contacting customers to resolve complaints or inquiries; keying billing information into relevant systems; corresponding with internal or external departments or business; remaining knowledgeable of City codes as well as interpreting readouts and readings gathered from utilities meters to apply necessary actions to customer accounts.

Duties include but are not limited to

• Processing meter reading and billing exceptions within specific deadlines
• Processing water leak adjustments (inlet and outlet, underground, burst pipes and silent leaks)
• Process sewer rebates (request dye test)
• Correction of wrong size dials
• Reviewing and correcting vendor invoices to ensure accurate and timely billing
• Computing and processing billing adjustments to residential/commercial customer accounts
• Working various reports in the area and contacting customers via letter or phone for purposes of resolving the issue
• Maintaining various reports, account logs and files and the timely submission of same to supervisor and appropriate staff;
• Communicating with internal and external customers in a timely and professional manner to provide and maintain good customer service delivery and be responsible for all other duties as assigned

Qualifications, Special Certifications and Licenses

MINIMUM TRAINING AND EXPERIENCE:

• Associate's degree in a related field OR Vocational or technical training beyond High School equivalent to two years of college
• Two years of related experience
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

PREFERRED TRAINING AND EXPERIENCE:

• Oral and written communication
• Researching
• Utilizing office equipment (printers, fax machines, etc.)
• Must be proficient in Microsoft Office Suite
• Strong communication and analytical skills; Strong Mathematical skills
• Demonstrated experience to communicate with internal and external customers in a timely and professional manner to provide and maintain good customer service;

• May require valid Driver's License
• May require valid Commonwealth of Virginia Driver's License within 30 days of hire

• Considerable knowledge CCS utility billing software and forms; generating service orders;
• An understanding of City utilities (e.g. gas, water & stormwater) and how they are utilized by customers.
• Experience interpreting gas and water readings
• General knowledge of the use of computer programs such as Microsoft Office Suite (Outlook, Excel, Word etc.)
• Ability to perform detailed work on multiple, concurrent tasks under time constraint; problem solving;
• Good listening skills
• Understanding of relevant City policies and procedures regarding customer service interactions
• Experience in Richmond City Assessor's file.
• An understanding of the divisions’ customer service objectives
• Corresponding with internal and external departments
• interpersonal communication
• Skilled in interacting with irate or irrational customers
• Utilizing problem solving and critical thinking.

Americans with Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly finger, talk, hear, see, and perform repetitive motions; frequently walk; and occasionally stoop, reach, stand, push, pull, lift, grasp, and feel. The working conditions may contain environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

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  Internal use: HR Generalist to review.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Veronica Kenner, by email at HR-ADA@rva.gov.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans. We are an official V3 Certified Company.

The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.