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Bilingual Customer Service Representative - Call Center

Date: Dec 6, 2018

Location: RICHMOND, VA, US, 23231

Company: Dominion Energy

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. 

Job Summary

While participating in the Customer Account Management development program, and through practical field experiences. 

  • In order to provide premier service to the company’s residential customers, this role is best filled with a candidate who possesses business skills and preferably has some electric distribution knowledge.
  • Demonstrates excellent customer service skills and represents Dominion Energy as the central point of contact for basic to complex residential inquiries, such as high bill inquiries.
  • Coordinates, integrates and manages company processes on customers' behalf. With necessary guidance and direction of senior colleagues and management, supports, manages and advises customers on electric service attributes including desired service characteristics, equipment, rate application, associated programs and costs.
  • Provides improved electric service reliability by responding to customer operational needs.
  • Coordinates available company support/assistance to resolve customer inquiries. Performs billing reconciliation by analyzing, reconciling and resolving customer or company billing disputes and receives guidance and direction as necessary.
  • Provides detailed explanation/applications of electric rates to customers.
  • Provides assistance in resolving electric power quality deficiencies.
  • Performs account consumption history analysis to assist in resolving electric high bill complaints and to educate customers regarding their electrical usage.

Required Knowledge, Skills, Abilities & Experience

  • Required: Bilingual capability - Ability to speak and read and/or write in English and Spanish.
  • Up to two years directly related experience.
  • Strongly preferred: Experience with CBMS and Gateway systems.
  • Previous customer service experience preferred.
  • Knowledge of mainframe and computer (pc) and internet applications.
  • 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.
  • Associate's degree or higher a plus.

Education Requirements

  • High School Diploma / GED

Working Conditions

Office Work Environment 76 -100%

Travel Up to 25%

Test Description

This job requires recommended test results from the Select Assessment for Customer Service (SACS) test administered on site during the pre-employment process.


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.  


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: Richmond

Job Segment: Customer Service Representative, Call Center, Electrical, Customer Service, Bilingual, Engineering