About the Role
Title: Remote Customer Service Representative – OH and PA areas
Location: KY-Lexington
Job Description:
Job Title: Remote Customer Service Representative 1 (Pennsylvania, Ohio, and Kentucky)
Job Code: MS6009
Starting Pay: $17.70 per hour for traditional candidates and $20.00 per hour for bilingual candidates.
Summary
Columbia Gas, a NiSource company, is seeking dependable full-timeCustomer Service Representativeswith a strong work ethic that demonstrates a customer service focus who can communicate and relate well with others. There will be a full range of opportunities which include diverse, detailed, complex responsibilities. This position responds to a full range of customer telephone inquiries related to their utility bills, service order inquiry/requests, connect, transfer of service, and/or emergency calls. Although this is a remote position, employees are required to have reliable transportation to travel to their designated Columbia Gas facility during first day of employment for orientation and at any other times, as necessary.
Successful applicants will be required to complete a CSR Aptitude Assessment. If offered a position, candidates will be required to pass a Background and Drug test.
The selected candidates must possess an enthusiasm for learning along with good problem-solving, conflict resolution and math skills.
Principal Duties and Responsibilities
- Processing billing calls: investigate meter read and other requests relating to billing accuracy or payment.
- Handling emergency calls
- Processing customer move-ins, adds and transfers.
- Processing refunds, compensation requests and changes to accounts.
- Routing escalated customer issues for resolution.
- Making referrals and processing requests regarding special programs such as Energy Assistance, CRISIS, Dollar Energy, or other programs, as necessary
- Processing order inquiry calls, initiate service orders, and provide service order status updates.
- Assisting customers with credit/payment arrangements
- Directing customers to the appropriate self-service channels as necessary
- Meeting individual deadlines, metrics, and team goals
- Multi-tasking while effectively focusing on priority issues
- Working cooperatively in a group environment to achieve common goals
Required Qualifications for Position
- High school diploma or equivalent.
- 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 (Word Per Minute)
- Solid written and verbal communication skills
- For bilingual candidates: must pass bilingual aptitude test (Spanish), must possess solid written skills in English and Spanish and must speak fluent English and Spanish
- Must be 18 years of age or older.
Preferred Qualifications for Position
- 2-3 Year(s) Call Center and/or Customer Service Experience
- 2-5 years previous customer service work from home experience
- Utility experience
- Advance computer skills including navigating multiple tabs, windows, and systems
- Ability to type 60-65 WPM
Living Requirements
Must reside no more than 80 milesfrom a Columbia Gas facility:
- 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, (12 Sandstone Way, Dunbar, PA 15431).