Customer Contact Specialist II

Date: Jan 28, 2025

Location: RICHMOND, VA, US, 23231

Company: Dominion Energy

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.

Required Knowledge, Skills, Abilities Experience

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 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

HS or GED required

Associate degree in related discipline preferred.

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

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.

You can experience the excitement of our company – it's the difference between taking a job and starting a career.

Nearest Major Market: Richmond

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