About the Role
Title: Upcoming 2025 Remote Customer Service Representative Opportunities – OH and PA areas
Location: OH-Columbus
Job Description: **?Remote Customer Service Representative 1 (Pennsylvania and Ohio)**
Smithfield PA-Call Ctr
Columbus OH – Arena District
time type
job requisition id
R00937801
Remote Customer Service Representative 1 (Pennsylvania and Ohio)
Are you passionate about helping others and solving problems? Do you thrive in a fast paced, dynamic environment? If so, we have the perfect opportunity for you! Columbia Gas, a NiSource company, is seeking dependable full-time Customer Service Representatives with 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.
Please Note: 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.
Starting Pay: $21.00 per hour for Traditional CSR role and $22.20 per hour for Bilingual CSR role.
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 take 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 (Words Per Minute)
Living Requirements
Must reside 80 miles or less from one of the Columbia Gas facility located below:
- 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).
Work From Home Office Requirements
Please note: Due to our commitment to serving our customers, we cannot make any exceptions for candidates who do not meet the requirements listed below.
- Required to maintain high speed wired internet access (75mpbs download and 15mpbs upload) that is hardwired-No Wi-Fi or Satellite Internet. If selected, you will be required to provide proof of Internet requirements.
- Must have the ability to work in a secure, private location either a designated room or office in residence that includes a non-disruptive work environment from others in the household that has proper, ergonomic office equipment (computer desk and computer chair) and set-up.
- Must have a smart phone 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. Punctual attendance is essential as it guarantees consistent service delivery and reliability for our customers, showcasing our dedication to excellence and professionalism.