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Customer Experience Representative I (DESC/DENC-Gas)

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!

At this time, Dominion Energy cannot transfer nor sponsor a work visa for this position.

This position does not offer relocation assistance. 

Job Summary

Processes customer requests utilizing the Internet, CIS system, and Cash Management System for service to include: completion of applications and generation of service orders; creates customer letters (Letters of Credit, prove occupancy for school records, assistance agencies in securing payment assistance, etc.). Processes customer payments in a timely and accurate manner to include posting and depositing of cash receipts and balancing cash drawer daily; investigates payment discrepancies and resolves customer payment disputes; processes customers’ returned checks accurately based on established procedures. Counsels customers with credit issues on what is required for them to maintain their service and establish payment arrangements when appropriate; makes credit and deposit decisions that are in the best interest of the Company and the customer. Resolves billing issues with customers and requests check readings or other additional information to help make decisions on the accuracy of the bill received by the customer; researches and investigates internal and external work requests to correct customer accounts due to billing and/or metering problems. Issues reconnect orders to restore customers’ services that have been disconnected for non-payment. Analyzes and provides expert energy information and conservation tips on usage inquiries; educates customers and establishes accounts on various Company offered payment plans such as Easy Payment, Deferred Payment, Bank Drafts, and E-Pay. Takes independent actions, in the best interests of our customers and the Company, by making accurate and timely decisions. Ensures confidentiality of Company and customer information in accordance with policies and procedures and the Privacy Act.


***Successful candidate can work out of Gastonia, NC or Charleston, SC.

Perform other duties as requested or assigned.

Required Knowledge, Skills, Abilities & Experience

The knowledge, skills, abilities and experiences that are required for entry into this job include the following:

  • 0-2 years of related experience;
  • Previous customer service experience preferred;
  • Proficient computer (PC) and internet applications skills;
  • Effective interpersonal communication skills with supervisors and peers;
  • Proficiency in keyboarding/data entry;
  • Ability to multi-task and process customer requests while speaking to the customer;
  • Good oral and written communication skills demonstrated by use of correct grammar and terminology;
  • Time management skills;
  • Attention to detail, documentation and follow-up;
  • Ability to process information quickly and accurately;
  • Ability to handle routine customer transactions;
  • Ability to work under time constraints;
  • Ability to understand and apply new concepts;
  • Ability to analyze information and evaluate results;
  • Ability to heal customer relationships by defusing angry and upset customers.


The company is actively seeking United States military veterans and service members who meet the qualifications outlined below.

  • 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 above.


Education Requirements

Education Level:


Degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education:

     High School, GED



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

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.

Top 3 Reasons to Work at Dominion Energy

1. Great Work Life Balance
2. Generous Pay and Benefits
3. Collaborative & Inclusive Culture 

About Dominion Energy

I am your warm cup of coffee in the morning and I light your home at night. I am the cool breeze from your A/C on the hottest day in summer, and the red coil that heats your soup pot on a frigid winter’s day. I am sustainable, reliable and affordable.
I am not just any energy… I am Dominion Energy.
We're transforming the way we do business to build a more sustainable future for the planet, our customers, our team and our industry.  We're shaping the future of energy in America.
Join us!

·17,000 employees
·Headquarters: Richmond, VA
·16 states in the US
·$100 billion of assets
·Nearly $35 million in charitable contributions
·100,000+ volunteer hours recorded in the community

Nearest Major Market: Charlotte
Nearest Secondary Market: Concord

Job Segment: Customer Service Representative, Gas, Data Entry, Customer Service, Energy, Administrative