Customer Contact Specialist II

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.

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. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin and/or status as a protected veteran or individual with a disability.

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