Job Title: Customer Service Representative | Onsite- Richmond, VA | $20/HR | 6 Month Contract to Hire
Job Description
This role focuses on handling a high volume of inbound customer calls and providing accurate, empathetic, and solution-focused support for utility-related inquiries. The Customer Service Representative responds to questions about starting and stopping service, billing, usage, payments, and complaints, while following established procedures and using multiple computer systems. The position requires strong analytical thinking, excellent communication skills, and the ability to work independently in a fast-paced call center environment.
Responsibilities
Answer approximately 25-50 inbound customer calls per day, addressing a wide range of basic to complex questions related to utility services.
Assist customers with turning services on or off, processing payments, explaining usage, and resolving general inquiries and complaints.
Review daily meter read exception reports to evaluate gas and water usage prior to billing, and accept or investigate usage that falls outside normal parameters.
Research and respond to customer inquiries by gathering information, reviewing account history, and providing clear, accurate explanations.
Generate service orders as needed to address customer requests, service issues, or account changes.
Contact other departments as needed to resolve customer issues, clarify information, or coordinate service actions.
Enter monetary adjustments when warranted, ensuring accuracy and adherence to established policies and procedures.
Perform monetary adjustments for customer-owned cooling towers and irrigation meters in accordance with guidelines.
Prepare reports for special billing accounts and ensure that all information is accurate and up to date.
Collect data for new customers, calculate deposits, and clearly explain payment options and requirements.
Apply knowledge of customer service best practices, office procedures, and relevant rules and regulations to handle each interaction professionally.
Use standard office equipment and multiple computer systems to document calls, update accounts, and complete transactions.
Conduct research on customer accounts to identify issues, analyze data, and propose solutions.
Multi-task effectively by managing calls, documentation, and follow-up actions while maintaining high-quality service.
Diffuse escalated or emotionally charged situations by showing empathy, patience, and professionalism.
Work independently to identify potential solutions to customer issues and bring well-thought-out recommendations to a supervisor when needed.
Perform additional duties as assigned to support the overall operations of the call center and customer service function.
Essential Skills
At least 2+ years of customer service experience, including experience in retail, call center, or similar customer-facing environments.
Proven ability to handle inbound and outbound calls and engage in professional conversations with individuals from diverse backgrounds.
Strong written communication skills, including excellent grammar and the ability to write clear, concise, and accurate responses.
Demonstrated analytical skills, with the ability to review customer accounts, interpret data, identify issues, and propose solutions.
Comfort using Microsoft Office Suite, specifically Excel and Word, to manage data and documentation.
General understanding and comfort working with older software systems where navigation may be less streamlined and may not be fully mouse-driven.
Demonstrated computer proficiency and accurate data entry skills.
Knowledge of customer service best practices and procedures, including call handling, follow-up, and documentation standards.
Knowledge of standard office protocols and procedures, including the use of related databases and office systems.
Ability to safely operate standard office equipment such as computers, phones, and related devices.
Knowledge of city services and which departments perform specific functions, or the ability to learn this information quickly.
Familiarity with rules and regulations regarding utility rates, or the ability to learn and apply them effectively.
Strong telephone etiquette and professional oral communication skills.
Effective interpersonal communication skills, with the ability to build rapport and maintain a respectful tone with customers.
Basic mathematics skills to calculate deposits, adjustments, and usage-related figures.
Solid writing skills for documenting accounts, preparing reports, and responding to written inquiries.
Ability to multi-task and manage time effectively in a fast-paced environment.
Capacity to remain patient and listen attentively, even in stressful or high-volume situations.
Skill in handling fast-paced and stressful situations while maintaining accuracy and composure.
Ability to diffuse inflamed situations and demonstrate empathy and compassion toward customers.
Ability to work independently, learn quickly, and develop solutions with minimal supervision.
Additional Skills & Qualifications
Experience in a call center environment handling inbound customer service calls.
Background in retail or other roles involving in-person customer interactions.
Experience using customer information systems such as Banner CIS or similar utility billing or customer information platforms.
Experience generating service orders and preparing reports for special billing accounts.
Familiarity with utility services such as gas and water, including usage patterns and billing practices.
Experience working with daily meter read exception reports or similar data review processes.
Demonstrated ability to think creatively and "outside the box" when analyzing customer accounts and identifying solutions.
Comfort working both independently and collaboratively with supervisors and other departments.
Interest in contributing to process improvements and enhancing the overall customer experience.
Ability to adapt to change and learn new systems, procedures, and regulations as needed.
Work Environment
This position is based in a cubicle-style call center environment that supports a high volume of inbound calls. The standard work schedule runs from 8:00 a.m. to 5:00 p.m., providing a structured daytime shift. Team members use multiple computer systems, including older software platforms such as Banner CIS, along with Microsoft Excel and Word, to review accounts, document calls, and process transactions. The environment emphasizes a supportive and positive culture, with a strong focus on creating a better experience for both customers and employees. A parking pass is provided, making commuting more convenient. The role involves primarily desk-based work using standard office equipment and telephony tools in a professional, office-based setting.
Job Type & Location
This is a Contract to Hire position based out of Richmond, VA.
Pay and Benefits
The pay range for this position is $20.00 - $20.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Richmond,VA.
Application Deadline
This position is anticipated to close on Jul 28, 2026.
About Aston Carter
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.
