Utility Account Representative I

Requisition ID: 44514 Work Location: Public Utilities - Municipal Center Pay Range: G.18, $39,328.30 - $60,958.87 Starting Salary: Minimum of the Pay Range Work Schedule: Monday - Friday, 8am - 5pm. Part Time Hours/Wk: Job Open Date: 6/9/25 Application Deadline: 6/23/25

Job Duties:

The Public Utilities Department is seeking individuals to join our customer contact center team as a Utility Accountant Representative I. The ideal candidate is detail-oriented, a multi-tasker and an effective communicator who makes sound decisions using established policies and procedures. You are reliable, punctual, and can be counted on by your teammates.

Are you passionate about customer service but tired of shift work and want your weekends back? Come work with us! Our schedule is Monday – Friday, 8:00am – 5:00pm

Duties will include, but not be limited to:

• Be the first point of contact for our customers.
• Work in a small but busy customer contact center, assisting customers by phone, in-person, and online.
• Answer billing questions, set up new service, provide information, and trouble-shoot account issues.
• Listen to your customers, show empathy, and make customers feel valued.

You Have:

• At least one year of account clerk or bookkeeping or similar experience in a customer service setting.
• The ability to pass a 30 word per minute typing test.
• The ability to simultaneously work in a variety of computer applications.
• The ability to perform basic math calculations with speed and accuracy.
• Willingness to learn, adjust to changes quickly, and be open to feedback to support your performance and development.

The ideal candidate will have:

• Call center/customer contact center experience (Tier 1).
• Escalated customer service experience (Tier 2).
• Utility experience (water, phone, electric, gas).
• Experience providing basic technical support to customers.
• Experience with written customer communications ( emails, chat, memos, and other correspondence).
• Some college in an applicable field.
• Municipal government experience.

The City offers a generous benefits package such as health, dental and life insurance, retirement and savings plans. Other key benefits include:

• A competitive annual salary of $39,328.30 ($17.92 per hour).
• Paid personal time off (144 hours per year, to start).
• 11 holidays plus 3 flexible personal holidays each year
• Career progression opportunities to a Utility Account Representative II and III.
• Career growth and promotion opportunities (Senior Utility Account Representative/Team Leader, supervisor, and more, based on availability).
• Health, Vision & Dental Insurance options.
• BEWell Employee wellness program with a $500 annual participation reward.
• Paid Maternity and Parental Leave (After 1 year of employment).
• Tuition Reimbursement (After 1 year of employment).
• Virginia State Retirement (Employees contribute 5% of their salary to their VRS account; the City pays the rest. Employees are vested after 5 years of service.)
• Investment options through pre-tax deferred compensation.

Important: Please make sure your application clearly states your experience as it relates to these requirements and preferences. All information must be provided on your application. Resumes are not reviewed.

Official City Job Description:

https://virginia-beach-departments-docs.s3.amazonaws.com/city/job-descriptions-pay-plans/Utility-Accounts-Representative-I-03255.pdf

Working Conditions:

https://workingcondition-summary-prod.s3.amazonaws.com/B.000730.1.pdf

Minimum Requirements:

MINIMUMS: Requires High school or GED plus one (1) year of experience in a field such customer service representative or customer care account representative in a utility setting; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities. Typing test may be required with a passing score of 30 words per minute.

SPECIAL REQUIREMENTS: All employees may be expected to work hours in excess of their normally scheduled hours in response to short-term department needs and/or City-wide emergencies.

Additional Requirements:

DMV Transcript: Not Required
CDL: Not Required
DOT History: Not Required
CPS Check: Not Required
Physical: Not Required
Respirator: Not Required
Polygraph Review: Not Required
Psychological Screening: Not Required

Attachments Required: None

Preferences:

Call center/customer contact center/customer service experience.
Escalated customer service experience.
Utility experience (water, phone, electric, gas).
Experience providing basic technical support to customers.
Experience with written customer communications ( emails, chat, memos, and other correspondence).
Some college in an applicable field.
Municipal government experience.

Special Instructions:

• Please complete the application in its entirety and include your resume if required by the posting.
• Your responses to any "Supplemental Questions", if attached to this requisition, must be supported by the information you provide on your application and/or resume; or otherwise demonstrated during the hiring process.
• You will not be able to access the details of this job ad once the closing date has passed. If you would like to retain this information, please take a screen shot or print using your browser's printing capability.

VRS Contribution: All full-time employees are required to contribute 5% of annual salary toward their retirement account; in accordance with VRS retirement provisions. This will be handled through a pre-tax payroll deduction.

Drug Free Workplace: The City of Virginia Beach maintains a drug free workplace.