Dominion Energy is one of the nation's largest producers and transporters of energy, with a portfolio of approximately 25,700 megawatts of generation, 14,400 miles of natural gas transmission, gathering and storage pipeline, and 6,500 miles of electric transmission lines. Dominion Energy operates one of the nation's largest natural gas storage systems with 1 trillion cubic feet of storage capacity and serves more than 6 million utility and retail energy customers.
Our company is built on a proud legacy of public service, innovation and community involvement. In addition to our core energy production, transportation and storage businesses, we invest in communities where we live and work and by practicing responsible environmental stewardship wherever we operate.
Diversity is linked to every aspect of our business to include how we attract, develop and retain our future talent. An inclusive environment encourages the coming together of different talents, thoughts and energies. The company's commitment to employing military veterans through the Troops to Energy Jobs program is one way we are able to ensure workforce diversity.
At this time, Dominion Energy cannot transfer nor sponsor a work visa for this position.
This position does not offer relocation assistance.
Customer Relations Specialist -Integrated Service Center (Eastwood Shop or Youngstown Shop)
The Customer Relations Specialist (CRS) is responsible for supporting Dominion Energy Ohio's field operations personel and a subset of specialty inbound/outbound external call volume. The CRS supports Dominion Energy Ohio's (DEO) overall business growth strategy while supporting compliance requirements and maintaining a positive customer experience.
1.Support DEO's Credit Strategy through effective accounts receivable management and ensures compliance with all Ohio Credit Rules as documented in The Ohio Administrative Code and DEO's tariff
Review and schedule disconnect orders for the field
Review accounts and ensure that the receivables are managed at the account level, research accounts for access and make outbound calls
Support field operations with customer inquiries, questions and related service orders
Process Medical certificates for external customers
Process Security Deposits, Surety bonds and Guarantors
Assistance Agency management work: answering assistance agency questions, processing holds and adding intent to pays
Exception work as needed, work with the customer and the ODSA (Ohio Development Services Agency)
Talk to the customer to explain complex issues
2.Facilitate the reduction of unauthorized gas usage. Support collection agency efforts and manage bankruptcy filings
Unauthorized usage identification and research and resolution
Billing for usage based on actual and estimated reads
Talking to customers to resolve billing issues
Respond to Fraud and identity theft situations
Respond to complaints and disputes on accounts with collection agencies
Reply to bankruptcy filings
Work with customers when filing for bankruptcy to properly bill them and establish new accounts
3.Resolve escalated customer issues received through multiple channels to ensure compliance with Ohio Minimum gas Service Standards (OMGSS) and DEO tariff that support a positive outcome for the customer and the company
Investigate and resolve escalated customer complaints
Provide account research
Support all tariff changes
Manage high service levels for response times through proactive communications
4.Manage a positive customer experience while facilitating the scheduling of work for Field Operations to insure compliance with OMGSS, Pipeline Safety Rules, and other company required work. Support project work and the meter access process
Proactive notifications for customers through the no access process
Complete analysis of accounts for inspections, meter changes and non-registering meters including work queue completion for billing/updates/comments received from the field
Work with Design & Construction to manage contact customers during the PIR process including light-ups and new process for gas left off due to service work
Facilitate complaint resolution resulting from Field Operations work at the customers premise
Support the field operations group in obtaining SAP numbers or sending proper service orders
5.Resolve billing exceptions work and other any account issues generated by the customer. Proactively address billing and potential meter issues for the customer and the company
Respond to customer/agency inquiries received through email, faxes and incoming US mail
Review customer refund requests
Complete all billing exception work
Review and manage all returned mail
Required Knowledge, Skills, Abilities & Experience
Required Knowledge, Skills, Abilities (Must clearly be stated on your resume that you have these skills/exerpience in order to be considered):
Other Knowledge, Skills and Abilities:
Must be proficient in the use of Windows and have good personal computer skills.
Analytical ability and basic math skills are a must.
Must have excellent oral and interpersonal communications skills.
Must have the ability to multitask.
Office Work Environment 76 -100%
Keyboard skills and ability to type 25 words per minute (WPM) are required. Customer Service competency assessment.
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.
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.
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: Akron
Nearest Secondary Market: Cleveland
Job Segment: ERP, Pipeline, SAP, Technology, Customer Service, Research, Energy