While participating in the Customer Account Management development program, and through practical field experiences, this role utilizes limited electric distribution knowledge and business skills to provide premier service to the company's residential customers. Demonstrates excellent customer service skills and represents Dominion Energy as the central point of contact for basic to complex residential inquiries, such as high bill inquiries. Coordinates, integrates and manages company processes on customers' behalf. With necessary guidance and direction of senior colleagues and management, supports, manages and advises customers on electric service attributes including desired service characteristics, equipment, rate application, associated programs and costs. Provides improved electric service reliability by responding to customer operational needs. Coordinates available company support/assistance to resolve customer inquiries. Performs billing reconciliation by analyzing, reconciling and resolving customer or company billing disputes and receives guidance and direction as necessary. Provides detailed explanation/applications of electric rates to customers. Provides assistance in resolving electric power quality deficiencies. Performs account consumption history analysis to assist in resolving electric high bill complaints and to educate customers regarding their electrical usage. Perform other duties as requested or assigned.
Up to two years directly related experience required. Previous customer service experience preferred. Knowledge of mainframe and computer (pc) and internet applications. Effective interpersonal communication skills with supervisors and peers. Proficiency in keyboarding/data entry. Ability to multi-task and process customer requests while speaking to the customer. Good oral and written communication skills demonstrated by use of correct grammar and terminology. Time management skills. Attention to detail, documentation and follow-up. Ability to process information quickly and accurately. Ability to handle routine customer transactions. Ability to work under time constraints. Ability to understand and apply new concepts. Ability to analyze information and evaluate results. Ability to heal customer relationships by defusing angry and upset customers. Associate's degree or higher a plus.