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NiSource - Columbus, OH
posted about 2 months ago
About the position
The Remote Customer Service Representative position at Columbia Gas involves assisting customers with a variety of inquiries related to their utility services. This role requires strong communication skills and the ability to handle complex customer interactions in a fast-paced environment. Representatives will be responsible for processing billing inquiries, handling emergency calls, and providing support for service orders, all while maintaining a focus on customer satisfaction.
Responsibilities
- Processing billing calls and investigating meter read and other requests related to billing accuracy or payment.
- Handling emergency calls from customers.
- 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, initiating service orders, and providing 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.
Requirements
- 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 (Words Per Minute).
- Solid written and verbal communication skills.
- For bilingual candidates: must take bilingual aptitude test (Spanish), possess solid written skills in English and Spanish, and speak fluent English and Spanish.
- Must be 18 years of age or older.
Nice-to-haves
- 2-3 years of call center and/or customer service experience.
- 2-5 years 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 (Words Per Minute).
Benefits
- Starting pay of $21.00 per hour for Traditional CSR role and $22.20 per hour for Bilingual CSR role.
- Potential for bonuses based on performance.
- Opportunities for career growth within the company.
