Customer Contact Specialist I

At Dominion Energy we love our jobs. That's right.

Love.

Every day we go to work filled with passion to be excellent, to creatively problem solve and to innovate. These are exciting days for energy companies, and Dominion Energy aims to shape the future of energy in America. We are looking at all of our work with fresh eyes, retooling everything we do, in every part of the company, to operate more sustainably and to deliver energy more reliably than ever.

We are looking for interesting, independent thinkers and doers who can help shape the culture of a forward-looking company that's proud of its rich legacy. Are you a change agent? Do you think differently?

Do you want to fall in love with your job? If you answered "yes," then read on!

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 nor sponsor a work visa for this position.

This position does not offer relocation assistance.

Job Summary

This entry 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 direct supervision, 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; anticipate and assess customer needs; generates a variety of service order requests; assists customers with credit difficulties and termination notices; using clearly defined rules and guidelines, negotiates payment plans that meet regulatory requirements, and makes appropriate referrals to internal or external departments/agencies for additional assistance; determines and documents security deposits for new accounts within established guidelines; promotes, explains, and sets up programs available to customers; answers emergency calls and issues appropriate orders.

Seeks advice on problem areas and refers escalated or highly complex issues to appropriate next level personnel. Navigates multiple systems simultaneously while demonstrating basic desktop computer proficiency. Delivers a consistent, effortless, and customer-centered experience. This is an on-site contact center position with the potential for remote work from home flexibility based on demonstrated performance after training is complete.

A hybrid work schedule will be offered based on performance after training is complete. Must be able to arrive to on-site work location within one hour.

This position offers a $500 Sign on Bonus and a $500 Retention Incentive (based on Performance) after 6 months of employment.

Required Knowledge, Skills, Abilities & Experience

0-2 years related experience, which may include Customer Service and/or Contact center experience.

• Good command of the English language, to include spelling and grammar, and ability to relay information by phone or in writing using good interpersonal and communication skills. (Bilingual Spanish skills a plus)

• Basic desktop computer proficiency, typing skills and the ability to utilize and navigate multiple systems simultaneously and demonstrate customer focused professionalism at all times.

• Knowledge and experience using MS 365 applications.

• Ability to work independently and as part of a cross functional team.

• Ability to deal with difficult customer situations, assess requests or problems and determine appropriate action with follow through.

• Good organizational and time management skills.

• Ability to learn quickly and apply knowledge demonstrating basic understanding of billing, rates, credit, energy usage, and customer accounts.

• Must be able to work an 8hrs or 10hrs shift to include ability to work varying hours of operation including nights, weekends, and times of emergency response.

• Must be able to arrive to on-site work location within one hour.

• Must be able to meet identified skills and knowledge assessment targets to successfully complete all training.

Education Requirements

High School Diploma or GED required.

Additional Note: 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

No testing required.

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 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.