Accounting Technician II
City of Norfolk
FreshPosted Mar 4
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Posted: March 5, 2026 (1 day ago)
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Account Representative
City of Norfolk
Utilities
Location
Norfolk, Virginia, 23510
Salary
$45,444.51 - $52,148.62
per year
Type
Full-Time
More Other jobs →Closes
March 16, 2026
Job Description
Summary
This job involves working in a busy call center and customer service lobby for the city's water utilities, where you'll help people set up or cancel services, answer questions about bills, process payments, and handle other customer needs over the phone, in person, or online.
It's a role that requires quick thinking, accuracy with numbers, and staying calm in a fast-paced environment.
A good fit would be someone with customer service experience who is organized, good at communicating, and comfortable with computers and following rules.
Key Requirements
- One year of inbound call center customer service experience
- High school diploma or equivalency
- Strong interpersonal communication and organizational skills
- Ability to perform accurate calculations and handle cash transactions
- Proficiency in data entry using multiple billing systems and Microsoft Excel
- Capacity to work independently with minimal supervision and meet deadlines in a high-volume environment
- Willingness to complete initial training and adhere to structured work policies
Full Job Description
The Department of Utilities is seeking qualified candidates for a Account Representative in our Water Accounts Division. The person in this position will be providing quality customer service in a high volume inbound call center and customer lobby. They will be responsible for assisting customers with establishing/discontinuing service, billing and collections inquiries, high bill concerns, maintaining customer records, processing cash transactions and other related issues. They will be required to compute and calculate fees, adjustments and daily rates with speed and accuracy. While the primary functions will be call and cash handling, they will also be tasked with face-to-face customer interactions, responding to on line and faxed customer inquiries, completing work orders, customer- response letters and performing dispatcher duties in communication with field personnel.
Requirements
Essential functions include but are not limited to:
Maintain/Establish/Terminate customer accounts by verifying and updating information and filing essential documents.
Respond to customer inquiries regarding consumption and services billed via the telephone, in person or on the web.
Perform financial duties by processing payments and cash transactions; performing calculations; entering data into multiple billing systems; reconciling and balancing cash drawers; verifying payments; and preparing reports.
Complete requests for extensions and payment plans.
Perform other essential duties including electronically submitting work orders, preparing and mailing written correspondences, tracking data in a variety of formats including Microsoft Excel, filing documents, processing various reports, compiling information, generating letters and keeping logs.
Conduct research and analyze data. Interpret and follow written departmental and City policies and procedures.
Effectively communicate with other support areas within and outside of the City in both oral and in written form.
Provide assistance to new employees by answering questions, and ensuring that policies and procedures are followed.
Perform related duties by training new personnel on policies and procedures, rate charges and multiple computer databases, compiling information for delinquent accounts and assisting with administrative duties.
Must be able to work with minimal on-going instructions from supervisor and ability to meet deadlines while handling multiple assignments.
Must be able to stand, sit, bend, stoop, push, pull, and perform tasks requiring manual dexterity.
Must possess strong interpersonal communication and organizational skills and the ability to follow verbal and written instructions; ability to function in a high volume, busy work environment, successfully complete an initial training period, and meet established call center metrics.
Must be willing to adhere to a structured work environment for reporting on time, taking breaks, requesting leave, and following policies and procedures; while also being flexible in regard to job responsibilities, as dictated by the needs of the call center on any given day.
Persons selected for this position must be able to successfully complete an initial training period and meet established call center metrics.
They must be willing to adhere to a structured work environment for reporting on time, taking breaks, and requesting leave.
They must be able to follow established policies and procedures while also being flexible in regard to job responsibilities, as dictated by the needs of the business on any given day.
Qualifications Work requires knowledge necessary to understand basic operational or technical office processes.
Level of knowledge equivalent to four years of high school or equivalencyOne year of inbound call center customer service experience.
Additional Information Work Location: 500 East Main Street, Norfolk Work Hours: Monday – Friday, Between the hours of 7:30 a.m.
- 5:00 p.m.This position is designated as an Essential position which means you may be required to work extended, rotating, after hours, nights and/or weekends in response to emergencies and severe weather.
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