Traditional/Bilingual Customer Service Representatives

Job Description

Job Title:  Remote Customer Service Representative 1 (Pennsylvania, Ohio, Virginia, and Kentucky)

Job Code:   MS6009

Starting Pay: $17.70 per hour for traditional candidates and $20.00 per hour for bilingual candidates.

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. 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 and attend the CSR Real Job Preview to be considered for employment. 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.

• 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

• 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 be 18 years of age or older.

• 2-3 Year(s) Call Center 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

Must reside no more than 80 miles from a Columbia Gas facility:

• 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).

• Required to maintain high speed wired internet access (75mpbs download and 15mpbs upload) that is hardwired-No Wi-Fi or Satellite Internet
• 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 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.

Job Type: Full-time

Pay: $17.70 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Application Question(s):

• Are you currently a US citizen?
• Will you now or in the future require employment visa status?

Experience:

• Customer Support & Client Services Occupations: 1 year (Preferred)

Location:

• Columbus, OH (Required)

Work Location: Remote