VirginiaBeachRecruiter Since 2001
the smart solution for Virginia Beach jobs

Senior Utility Accounts Representative

Company: International Executive Service Corps
Location: Virginia Beach
Posted on: September 18, 2022

Job Description:

The Public Utilities Business Division is hiring multiple Senior Utility Account Representatives to fill positions in the following workgroups:


  • Call Center (2 positions)
  • Billing Exceptions (1 position)
  • Adjustments (1 position)
  • Storm Water (1 position)
  • Training & Quality Assurance (2 positions) (This is a new workgroup)

    Senior Utility Account Representatives assigned to workgroups work as team leaders; exhibit in-depth business knowledge of the Business Division and Public Utilities Department; schedule daily work; assist with escalated or complex customer/account issues by phone, online, or in person; provide technical support and trouble-shooting for application and customer-related issues; recognize and address issues or needs requiring immediate attention and redirect staff assignments as necessary; immediately and discreetly address inappropriate individual or workgroup behavior; communicate throughout the day with the supervisor and managers, as necessary, regarding pertinent issues; provide coaching and remediation to address performance gaps; assist with new hire selection processes; formally document processes related to their workgroup; work with the division's trainer to deliver workgroup-specific training on new or changed processes; and act as supervisor in the supervisor's absence.
    Other Duties:
    Call Center-In addition to the above, the Senior Utility Account Representatives assigned to the call center will regularly monitor the call queue, web queue, various email boxes and other work queues to ensure customer requests are handled in a timely manner; address customer wait times, workload, and other variables that may require adjustments to staffing assignments; and review daily call center metrics with the supervisor and manager to determine trends and address ways to improve productivity and customer response times.
    Billing Exceptions-In addition to the above, the Senior Utility Account Representative assigned to Billing Exceptions will assign and oversee the work of other employees in the workgroup; distribute the daily workload; run and review reports daily to ensure work is completed in a timely manner and productivity expectations are being met; and verify that all work balances at the end of the day.
    Adjustments-In addition to the above, the Senior Utility Account Representative assigned to Adjustments will assign and oversee the work of other employees in the workgroup; distribute the daily workload; run and review reports daily to ensure work is completed in a timely manner and productivity expectations are being met; and verify that all work balances at the end of the day.
    Storm Water- In addition to the above, the Senior Utility Account Representative assigned to Storm Water will assign and oversee the work of other employees in the workgroup; distribute the daily workload; run and review reports daily to ensure work is completed in a timely manner and productivity expectations are being met; ensure thattransfer sheets are completed accurately and on time; and verify that all work balances at the end of the day.
    Training and Quality Assurance (2 positions)-The Senior Utility Account Representative assigned to Training duties will develop and conduct training fornew and established employees; design, develop, and implement training curriculums and supporting materials; develop a training schedule; collaborate with the division's various workgroups to conduct workgroup-specific training on new or changed processes; deliver staff training on a regular and ongoing basis to provide refresher training, training on new processes,and address protocols and gaps in knowledge, competency, and skills identified through quality assurance monitoring; evaluate training effectiveness through test scores, error ratios, QA evaluations, and employee feedback; making changes to training content and reference materials as needed; schedule the appropriate training space and prepare the physical setup for training; submit all necessary requests to set up network access, email accounts, and other application access for all new hires; manage access/account terminations when employees separate from the department; function as a subject matter expert for internal and external technical assistance, including but not limited to the phone system, IVR, etc.; ensure programming of special messages during inclement weather, early closures, and other events; and manage hardware inventory. The Senior Utility Account Representative assigned to Training is expected to exhibit in-depth business knowledge of the Business Division and Public Utilities Department.
    The Senior Utility Account Representative assigned to Quality Assurance duties will conduct quality assurance evaluations on customer phone calls, web query responses, billing transactions, and connection fee transactions; select and evaluate phone calls, web queue responses, billing transactions, and connection fee transactions in a random fashion to provide a valid sampling representative of overall performance levels; evaluate performance by measuring quality and accuracy of information provided/work performed, observance of policies and procedures, and adherence to established practices; schedule routine one-on-one review sessions with evaluated staff to provide feedback and coaching; identify trends, issues, and gaps, and make recommendations to managementabout process/performance improvement and staff development needs; demonstrate the QA process to new employees and review the evaluation criteria; review individual metrics in relation to QA scores; function as a subject matter expert for the business call recording solution; ensure all applicable staff are recorded; and immediately reports issues to management.
    Please Note: This position will remain open until filled; applications will be reviewed ongoing.

Keywords: International Executive Service Corps, Virginia Beach , Senior Utility Accounts Representative, Other , Virginia Beach, Virginia

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Log In or Create An Account

Get the latest Virginia jobs by following @recnetVA on Twitter!

Virginia Beach RSS job feeds