Experienced Full Stack Customer Service Representative – Utility Industry Remote Work Opportunity

Are you a customer-focused professional with a passion for delivering exceptional service? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join our team as a Full Stack Customer Service Representative at Columbia Gas, a NiSource company. As a key member of our remote customer service team, you will play a vital role in providing top-notch service to our customers, resolving complex issues, and driving business growth.

About Us

Columbia Gas is a leading energy company serving the Mid-Atlantic and Midwest regions. We are committed to providing safe, reliable, and affordable energy solutions to our customers. Our team is dedicated to delivering exceptional service, and we're seeking like-minded professionals to join our ranks.

Job Summary

As a Full Stack Customer Service Representative, you will be responsible for handling a high volume of customer calls, emails, and chats related to utility bills, service orders, and emergency situations. You will work closely with our customers to resolve issues, answer questions, and provide solutions that meet their needs. This is a full-time, remote position that requires a strong work ethic, excellent communication skills, and a customer-centric approach.

Key Responsibilities

* Process billing calls, investigating meter reads and other requests related to billing accuracy or payment

• Handle emergency calls, providing timely and effective solutions to customers in crisis
• Process customer move-ins, adds, and transfers, ensuring seamless service transitions
• Process refunds, compensation requests, and changes to accounts, resolving customer concerns with professionalism and empathy
• Route escalated customer issues for resolution, collaborating with internal teams to find solutions
• Make referrals and process requests regarding special programs, such as Energy Assistance, CRISIS, Dollar Energy, or other programs, as necessary
• Process order inquiry calls, initiate service orders, and provide service order status updates, ensuring timely and accurate communication
• Assist customers with credit/payment arrangements, providing guidance and support to resolve financial issues
• Direct customers to self-service channels, empowering them to take control of their accounts and services
• Meet individual deadlines, metrics, and team goals, demonstrating a commitment to excellence and teamwork
• Multi-task while effectively focusing on priority issues, managing multiple calls and tasks simultaneously
• Work cooperatively in a group environment to achieve common goals, fostering a culture of collaboration and mutual support

Essential Qualifications

* High school diploma or equivalent

• One (1) year of customer service experience, with a proven track record of delivering exceptional service
• Computer skills, including navigating multiple tabs, windows, and systems
• Ability to type a minimum of 25 WPM (Word Per Minute)
• Solid written and verbal communication skills, with a focus on clarity, empathy, and professionalism
• Ability to work in a secure, private location with high-speed wired internet access (75mpbs download and 15mpbs upload)
• Availability to work from 7:00 a.m. – 7:00 p.m. and attend 100% of the 13-week training program

Preferred Qualifications

* 2-3 years of call center experience, with a focus on customer service and issue resolution

• 2-5 years of previous customer service work from home experience, with a proven track record of delivering exceptional service
• Utility experience, with a focus on customer service and account management
• Advanced computer skills, including navigating multiple tabs, windows, and systems
• Ability to type 60-65 WPM, with a focus on accuracy and efficiency

Living Requirements

* Must reside no more than 80 miles from a Columbia Gas facility, including: + Columbia Gas of Virginia Operating Center (1809 Coyote Drive, Chester, VA 23836) + Columbia Gas of Ohio location (290 W. Nationwide, Blvd, Columbus, OH 43215) + Columbia Gas of Kentucky (2001 Mercer Road, Lexington, KY 40511) + Columbia Gas of Pennsylvania York Operating Center (1600 Colony Road, York, PA 17408) + Columbia Gas of Pennsylvania, (100 Laurel View Drive, Smithfield, PA 15478)

Work From Home Office Requirements

* Required to maintain high-speed wired internet access (75mpbs download and 15mpbs upload) that is hardwired, with no Wi-Fi or satellite internet

• Must have the ability to work in a secure, private location with proper, ergonomic office equipment and setup
• Must have a smartphone to download a VPN app on your personal device
• Must be available from 7:00 a.m. – 7:00 p.m. and able to attend 100% of the 13-week training program

Inclusion & Diversity

At Columbia Gas, we value inclusion and diversity within our team, customers, and external partners. We strive to create a safe and respectful environment where everyone feels valued and empowered to contribute. We believe that diverse perspectives and experiences are essential to delivering exceptional service and driving business growth.

Equal Employment Opportunity

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law.

Safety Statement

At Columbia Gas, we promote a safe work environment by actively participating in all aspects of our employee safety program. We expect all employees to report any unsafe conditions and take actions to prevent personal injuries. We support our interdependent safety culture by ensuring the safety of our co-workers and staying focused on the task at hand.

Compensation & Benefits

We offer a competitive salary range of $33,400.00 - $46,800.00, depending on experience and qualifications. Our comprehensive benefits package includes medical, dental, and vision insurance, 401(k) matching, and paid time off.

How to Apply

If you're a customer-focused professional with a passion for delivering exceptional service, we invite you to apply for this exciting opportunity. Please visit our website at [insert website URL] to submit your application. We look forward to hearing from you!

Posting Start Date:

2024-02-21

Posting End Date:

2024-03-06 Apply Job! Apply for this job