Stafford County, VA
Utilities Customer Service Representative
Stafford County, VA, Stafford, Virginia, United States, 22554
Salary:
$21.24 - $37.17 Hourly Location :
Stafford County, VA Job Type:
Full-Time Job Number:
03923 Department:
Utilities Division:
Administration Opening Date:
09/12/2025 Closing Date:
9/17/2025 4:30 PM Eastern Starting Salary:
$21.24/hour to $29.21/hour based on experience
Job Description Provides customer service support by answering calls in a high volume, fast-paced Customer Service Call Center. This position assists customers with initiating or terminating services, responds to inquiries and complaints, and prepares and maintains customer service records. Additional responsibilities include processing account adjustments, handling utility-related documentation, and completing special projects as assigned. Does related work as required. Work is performed under regular supervision.
The hiring range for this position is from $21.24/hour to $29.21/hour based on experience. The full salary range for this position is from $21.24/hour to $37.17/hour to provide opportunity for growth and development. Examples of Duties
Serves as the first point of contact for customers in person, by phone, or e-mail; Handles customer inquiries, issues, and complaints professionally, including complex or escalated concerns; Troubleshoots front-line water and sewer issues, including identifying inside or outside leaks; Assists new and existing customers with water/sewer connection requirements and procedures; Provides timely responses in a fast-paced environment regarding account balances, bill components, due dates, and service requests; Regularly checks and responds to customer service emails and voicemails, distributing inquiries as appropriate; Works efficiently with the Customer Service Management System (CSM) and various utility databases to manage customer accounts and retrieve necessary information; Sets up and maintains utility customer accounts, including verifying information, making name/address changes, and processing service updates; Reviews leases, deeds, and closing disclosures to validate service initiation support details; Conducts account research using internal software, payment platforms, and County land records to resolve billing and service issues; Updates client records regarding meter locations, occupancy changes, and access instructions; Processes adjustments to customer accounts as needed, including recalculating basic charges and providing courtesy billing adjustments; Responds to customer inquiries regarding billing, payments, tap fees, and other utility services; Generates, schedules, and coordinates service and work orders with field technicians for connections, disconnections, maintenance, and emergencies; Handles emergency service calls during normal business hours, documenting details and dispatching field teams appropriately; Communicates regularly with internal departments (Customer Service, Meter Department, Field Operations) and external customers to ensure coordination and resolution of service activities; Downloads scheduled meter reading cycles/routes using handheld or automated devices and import data into billing systems to minimize errors; Investigates abnormal consumption, dispatches recheck requests and identifies issues like leaks or meter malfunctions; Maintains accurate records of meter readings and related customer interactions; Enters new and replacement meters into the billing system and reconciles meter records with the billing database to ensure inventory accuracy; Prepares and processes documentation, including service requests, adjustment forms, and account history reports; Performs general office tasks such as data entry, filing, copying, typing correspondence, handling mail, and answering phones; Files and retains records in compliance with Stafford County's and the Library of Virginia's retention schedule; Reports maintenance or equipment problems promptly to ensure timely resolution; Calculates and processes payments for water and/or sewer availability and connection fees based on applicable regulations and fee schedules; Creates and assigns new location numbers for new developments within the county to maintain an up-to-date customer database; Performs related tasks as required. Knowledge, Skills and Abilities
General knowledge of customer service procedures; General knowledge of the practices and procedures of the utility office and billing; General knowledge of standard collection methods and procedures; General knowledge of bookkeeping terminology and basic accounting principles; General knowledge of standard office procedures, practices, and equipment; Attention to detail in a fast-paced environment with frequent interruptions and shifting priorities; Skilled in filing and retaining records; Strong sense of teamwork with the ability to support group efforts and avoid disrupting workflows; Strong verbal and written communication skills, including proper use of English grammar, spelling, and punctuation; General analytical and problem-solving skills to assess customer needs, determine account actions, and resolve billing issues; Proficient in performing basic mathematical calculations related to billing adjustments and payments; Knowledge and proficiency in using meter reading software and handheld devices to support accurate and efficient data collection; Ability to manage and respond to a high volume of telephone calls in a courteous, professional, and clear manner within a call center environment; Ability to efficiently operate a variety of standard office equipment (e.g., computer, copier, scanner, fax, multi-line phone system); Ability to explain billing information, answer customer questions, and resolve concerns effectively and empathetically; Ability to accept direction from management and to maintain a high standard of work quality, professionalism, and accountability; Ability to maintain attendance and punctuality; Ability to maintain financial records and to prepare reports and statements; Ability to establish and maintain effective working relationships with internal departments, field personnel, and coworkers.
Education and Experience Any combination of education and experience equivalent to graduation from high school, supplemented by courses in bookkeeping, computer operations, and 1 to 3 years of experience in general accounting clerical work involving public contact, along with demonstrated experience in a high call volume call center (handling 60 to 80 calls per day).
Previous fee collection experience at a utility or governmental agency is desirable.
Bilingual Spanish preferred. Please for our full-time benefits.
Note: All employees are required to have direct deposit of their bi-weekly paychecks into one or more financial institution(s) of their choice. Information must be presented at time of hire.
Proper Identification must be shown at time of hire in order to complete the necessary paperwork for compliance with the Immigration Control and Reform Act of 1986. 01
Do you hold a High School Diploma, GED or Equivalent?
Yes No
02
Do you have at least 1 year experience in a high-volume call center (handling 60 to 80 calls per day? This is a fast-paced, call center environment, please describe how you manage your time, prioritize tasks, handle multiple deadlines, and stay organized under pressure. 03
Do you have at least 1 year of general accounting clerical work experience, involving contact with the public? If yes, please explain. 04
Based on the responsibilities of the position, it will not allow for telework. Is that a situation you are comfortable with?
Yes No
05
Please describe your Customer Service experience and how you believe it relates to this position. 06
Can you describe a time you had to deal with a difficult/irate customer? How did you handle it? 07
Do you speak Spanish fluently?
Yes No
Required Question
$21.24 - $37.17 Hourly Location :
Stafford County, VA Job Type:
Full-Time Job Number:
03923 Department:
Utilities Division:
Administration Opening Date:
09/12/2025 Closing Date:
9/17/2025 4:30 PM Eastern Starting Salary:
$21.24/hour to $29.21/hour based on experience
Job Description Provides customer service support by answering calls in a high volume, fast-paced Customer Service Call Center. This position assists customers with initiating or terminating services, responds to inquiries and complaints, and prepares and maintains customer service records. Additional responsibilities include processing account adjustments, handling utility-related documentation, and completing special projects as assigned. Does related work as required. Work is performed under regular supervision.
The hiring range for this position is from $21.24/hour to $29.21/hour based on experience. The full salary range for this position is from $21.24/hour to $37.17/hour to provide opportunity for growth and development. Examples of Duties
Serves as the first point of contact for customers in person, by phone, or e-mail; Handles customer inquiries, issues, and complaints professionally, including complex or escalated concerns; Troubleshoots front-line water and sewer issues, including identifying inside or outside leaks; Assists new and existing customers with water/sewer connection requirements and procedures; Provides timely responses in a fast-paced environment regarding account balances, bill components, due dates, and service requests; Regularly checks and responds to customer service emails and voicemails, distributing inquiries as appropriate; Works efficiently with the Customer Service Management System (CSM) and various utility databases to manage customer accounts and retrieve necessary information; Sets up and maintains utility customer accounts, including verifying information, making name/address changes, and processing service updates; Reviews leases, deeds, and closing disclosures to validate service initiation support details; Conducts account research using internal software, payment platforms, and County land records to resolve billing and service issues; Updates client records regarding meter locations, occupancy changes, and access instructions; Processes adjustments to customer accounts as needed, including recalculating basic charges and providing courtesy billing adjustments; Responds to customer inquiries regarding billing, payments, tap fees, and other utility services; Generates, schedules, and coordinates service and work orders with field technicians for connections, disconnections, maintenance, and emergencies; Handles emergency service calls during normal business hours, documenting details and dispatching field teams appropriately; Communicates regularly with internal departments (Customer Service, Meter Department, Field Operations) and external customers to ensure coordination and resolution of service activities; Downloads scheduled meter reading cycles/routes using handheld or automated devices and import data into billing systems to minimize errors; Investigates abnormal consumption, dispatches recheck requests and identifies issues like leaks or meter malfunctions; Maintains accurate records of meter readings and related customer interactions; Enters new and replacement meters into the billing system and reconciles meter records with the billing database to ensure inventory accuracy; Prepares and processes documentation, including service requests, adjustment forms, and account history reports; Performs general office tasks such as data entry, filing, copying, typing correspondence, handling mail, and answering phones; Files and retains records in compliance with Stafford County's and the Library of Virginia's retention schedule; Reports maintenance or equipment problems promptly to ensure timely resolution; Calculates and processes payments for water and/or sewer availability and connection fees based on applicable regulations and fee schedules; Creates and assigns new location numbers for new developments within the county to maintain an up-to-date customer database; Performs related tasks as required. Knowledge, Skills and Abilities
General knowledge of customer service procedures; General knowledge of the practices and procedures of the utility office and billing; General knowledge of standard collection methods and procedures; General knowledge of bookkeeping terminology and basic accounting principles; General knowledge of standard office procedures, practices, and equipment; Attention to detail in a fast-paced environment with frequent interruptions and shifting priorities; Skilled in filing and retaining records; Strong sense of teamwork with the ability to support group efforts and avoid disrupting workflows; Strong verbal and written communication skills, including proper use of English grammar, spelling, and punctuation; General analytical and problem-solving skills to assess customer needs, determine account actions, and resolve billing issues; Proficient in performing basic mathematical calculations related to billing adjustments and payments; Knowledge and proficiency in using meter reading software and handheld devices to support accurate and efficient data collection; Ability to manage and respond to a high volume of telephone calls in a courteous, professional, and clear manner within a call center environment; Ability to efficiently operate a variety of standard office equipment (e.g., computer, copier, scanner, fax, multi-line phone system); Ability to explain billing information, answer customer questions, and resolve concerns effectively and empathetically; Ability to accept direction from management and to maintain a high standard of work quality, professionalism, and accountability; Ability to maintain attendance and punctuality; Ability to maintain financial records and to prepare reports and statements; Ability to establish and maintain effective working relationships with internal departments, field personnel, and coworkers.
Education and Experience Any combination of education and experience equivalent to graduation from high school, supplemented by courses in bookkeeping, computer operations, and 1 to 3 years of experience in general accounting clerical work involving public contact, along with demonstrated experience in a high call volume call center (handling 60 to 80 calls per day).
Previous fee collection experience at a utility or governmental agency is desirable.
Bilingual Spanish preferred. Please for our full-time benefits.
Note: All employees are required to have direct deposit of their bi-weekly paychecks into one or more financial institution(s) of their choice. Information must be presented at time of hire.
Proper Identification must be shown at time of hire in order to complete the necessary paperwork for compliance with the Immigration Control and Reform Act of 1986. 01
Do you hold a High School Diploma, GED or Equivalent?
Yes No
02
Do you have at least 1 year experience in a high-volume call center (handling 60 to 80 calls per day? This is a fast-paced, call center environment, please describe how you manage your time, prioritize tasks, handle multiple deadlines, and stay organized under pressure. 03
Do you have at least 1 year of general accounting clerical work experience, involving contact with the public? If yes, please explain. 04
Based on the responsibilities of the position, it will not allow for telework. Is that a situation you are comfortable with?
Yes No
05
Please describe your Customer Service experience and how you believe it relates to this position. 06
Can you describe a time you had to deal with a difficult/irate customer? How did you handle it? 07
Do you speak Spanish fluently?
Yes No
Required Question