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Customer Care Representative

Customer Care Representative

Aldie, VA
Expired: February 09, 2024 Applications are no longer accepted.
  • Full-Time
Job Description
Company Info
Energize your future by joining our team at Northern Virginia Electric Cooperative (NOVEC)!

We are looking for a Customer Care Representative to respond in a polite, professional and timely manner to customer inquiries via telephone, email, fax and/or USPS mail while demonstrating strong customer relations and customer problem-solving skills to provide quality customer service and first contact resolution. This position will also perform billing responsibilities for NOVEC's residential, commercial, contract, customer, and streetlight accounts which require daily review of billing cycle reports, calculating electric usage and performing the necessary billing adjustments to ensure NOVEC customers are billed accurately and on-time.

*This position is for our Loudoun Service Center location in Aldie, Virginia. The work hours will be Monday through Friday from 8:45 am to 5:45 pm.

Essential Job Duties will include, but are not limited to, the following:
  • Accurately schedule service connects, disconnects, transfers, and meter checks.
  • Review, research and correct customer accounts due to lost paperwork, meter exchanges, switch meters, crossed meters, high bill complaints, misapplied payments, etc.
  • Perform tasks as assigned to include emails, billing assignments, creating spreadsheets and letters, document scanning, etc.
  • Utilize various computer applications including, but not limited to: Ring Central, Webcall, NISC, Kubra, Transunion, etc. to handle customer inquiries promptly.
  • Assist customers with self-service options available to them on NOVEC's website (online bill payment, outage map, outage reporting, energy usage, etc.).
  • Keep record of customer interactions, transactions, comments and complaints in the appropriate customer information system (CIS).
  • Process incoming calls in a manner consistent with meeting division goals in the area of ACW time, average answer speed, abandoned rate, AUX, staffed time, and percentage of calls answered.
  • Maintain a positive, empathetic and professional attitude toward customers and coworkers at all times.
  • Perform other essential functions such as training new employees, being knowledgeable about all of NOVEC departments and processes to assist customers, processing returned Capital Credit checks and all other duties as assigned.
  • Review, assist and implement policy and procedure development to comply with corporate and regulatory requirements.

Education and Experience:
  • High School diploma or recognized equivalent is required.
  • A minimum of three years of previous customer service experience is required.

Knowledge, Skills and Abilities Required:
  • Ability to review and analyze customer accounts by using listening skills, interpret information in system applications and relay information to customers.
  • Must possess highly developed math skills and the ability to analyze billing and variance reports.
  • Ability to create correspondence by typing a minimum of 40 wpm, calculate billing adjustments and respond to emails through proficient use of word processing, spreadsheet and other applicable system applications.
  • Ability to use proper phone etiquette while answering incoming calls from external and internal customers.
  • Must possess the ability to learn a variety of computer applications in order to create service orders that connect, disconnect, transfer customer service and request meter checks.
  • Must possess strong listening, interpretation, negotiating and coaching skills.
  • Must possess strong customer service skills and have the ability to work in a team environment.

If you're ready to take the next step towards advancing your career, apply today! NOVEC is an equal opportunity employer and participates in E-Verify. We do not provide sponsorship or relocation for this position.

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