Experienced Remote Customer Service Representative - Utility Customer Support (Pennsylvania, Ohio, Virginia, and Kentucky)
Join the Team at Columbia Gas, a NiSource Company
Columbia Gas, a leading energy company and part of NiSource, is seeking highly motivated and customer-focused individuals to join our team as Remote Customer Service Representatives. As a critical part of our customer service operations, you will be the primary point of contact for our customers, providing support and resolving their inquiries related to utility bills, service orders, and emergency situations. If you have a passion for delivering exceptional customer service, are enthusiastic about learning, and possess strong problem-solving skills, we encourage you to apply for this exciting opportunity.
About Columbia Gas and NiSource
Columbia Gas is a NiSource company, a leading energy company that provides natural gas and electricity to millions of customers across the United States. Our company is committed to delivering safe, reliable, and affordable energy solutions to our customers while fostering a culture of diversity, inclusion, and respect. At Columbia Gas, we value our employees and offer a dynamic work environment that encourages growth, learning, and teamwork.
Key Responsibilities
- Respond to a wide range of customer inquiries related to utility bills, service orders, connect and transfer of service, and emergency calls
- Investigate and resolve customer complaints and concerns in a timely and professional manner
- Process customer move-ins, adds, and transfers, as well as refunds, compensation requests, and changes to accounts
- Provide information and support to customers regarding special programs such as Energy Assistance, CRISIS, Dollar Energy, and other programs
- Route escalated customer issues for resolution and make referrals to appropriate self-service channels
- Meet individual deadlines, metrics, and team goals while maintaining a high level of productivity and quality
- Multi-task and effectively focus on priority issues while working cooperatively in a group environment
Requirements and Qualifications
Essential Qualifications:
- High school diploma or equivalent required
- One (1) year of customer service experience
- Computer skills, including navigating multiple tabs, windows, and systems
- Must be able to type a minimum of 25 WPM (Words Per Minute)
- Solid written and verbal communication skills
- For bilingual candidates: must pass bilingual aptitude test (Spanish)
- Must be 18 years of age or older
Preferred Qualifications:
- 2-3 years of call center experience
- 2-5 years of previous customer service work from home experience
- Utility experience
- Advanced computer skills, including navigating multiple tabs, windows, and systems
- Ability to type 60-65 WPM
Skills and Competencies
To be successful in this role, you must possess:
- Excellent communication and interpersonal skills
- Strong problem-solving and conflict resolution skills
- Ability to work in a fast-paced environment and meet deadlines
- Enthusiasm for learning and developing new skills
- Ability to work independently and as part of a team
Work Environment and Culture
As a remote customer service representative, you will work from home and be required to:
- Maintain high-speed wired internet access (75mpbs download and 15mpbs upload)
- Work in a secure, private location with proper ergonomic office equipment and setup
- Be available from 7:00 a.m. to 7:00 p.m. and attend 100% of the 13-week training program
Columbia Gas is committed to fostering a culture of inclusion, diversity, and respect. We value our employees' perspectives and opinions and strive to create a safe and positive work environment.
Career Growth Opportunities and Learning Benefits
At Columbia Gas, we are committed to the growth and development of our employees. As a customer service representative, you will have opportunities to:
- Develop new skills and knowledge in customer service and utility operations
- Advance to leadership roles or specialized positions
- Participate in training and development programs
- Enhance your career prospects and earning potential
Compensation and Benefits
We offer a competitive compensation package, including:
- Starting pay: $17.70 per hour for traditional candidates and $20.00 per hour for bilingual candidates
- Salary range: $33,400.00 - $46,800.00
- Comprehensive benefits package
- Opportunities for bonuses and incentives
How to Apply
If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to be considered for this position.
Columbia Gas is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to providing a work environment that is free from harassment and discrimination.