Experienced Remote Customer Service Representative – Utility Industry Expertise Required for Dynamic Team

Introduction to NiSource and Columbia Gas

NiSource, a renowned leader in the utility industry, is seeking highly skilled and dedicated Customer Service Representatives to join its dynamic team at Columbia Gas. As a Customer Service Representative, you will play a vital role in delivering exceptional service to our customers, responding to their inquiries, and resolving their concerns in a professional and courteous manner. With a strong focus on customer satisfaction, you will be the face of our company, providing personalized support and ensuring that our customers receive the best possible experience.

Job Summary

We are looking for talented individuals with a passion for customer service, excellent communication skills, and the ability to work in a fast-paced environment. As a Remote Customer Service Representative, you will be responsible for handling a wide range of customer inquiries, including billing, service orders, and emergency calls. You will be required to work from home, with occasional visits to our designated facilities for training and orientation. If you are a motivated and customer-focused individual with a strong work ethic, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Respond to customer telephone inquiries related to their utility bills, service orders, and emergency calls
• Process billing calls, investigate meter read and other requests relating to billing accuracy or payment
• Handle emergency calls and provide timely resolutions
• Process customer move-ins, adds, and transfers, as well as refunds, compensation requests, and changes to accounts
• Route escalated customer issues for resolution and make referrals to special programs as necessary
• Assist customers with credit/payment arrangements and direct them to self-service channels when applicable
• Meet individual deadlines, metrics, and team goals, while multi-tasking and focusing on priority issues
• Work cooperatively in a group environment to achieve common goals and promote a positive team culture

Essential Qualifications

• High school diploma or equivalent
• One year of customer service experience
• Computer skills, including navigating multiple tabs, windows, and systems
• Ability to type a minimum of 25 words per minute (WPM)
• Solid written and verbal communication skills
• Must be 18 years of age or older

Preferred Qualifications

• 2-3 years of call center experience
• 2-5 years of previous customer service work-from-home experience
• Utility industry experience
• Advanced computer skills, including navigating multiple tabs, windows, and systems
• Ability to type 60-65 WPM

Living Requirements

To be eligible for this role, you must reside within 80 miles of a Columbia Gas facility, including locations in Pennsylvania, Ohio, Virginia, and Kentucky. You must also have reliable transportation to travel to our facilities for orientation and occasional meetings.

Work-from-Home Office Requirements

• High-speed wired internet access (75mbps download and 15mbps upload) that is hardwired (no Wi-Fi or satellite internet)
• A secure, private location with proper ergonomic office equipment and setup
• A smartphone to download a VPN app on your personal device
• Availability to work from 7:00 a.m. to 7:00 p.m. and attend 100% of the 13-week training program

Career Growth Opportunities and Learning Benefits

At NiSource, we are committed to providing our employees with opportunities for growth and development. As a Customer Service Representative, you will have access to comprehensive training programs, mentorship, and coaching to help you succeed in your role. You will also have the opportunity to advance your career within the company, with potential paths in leadership, specialized roles, or other areas of the business.

Work Environment and Company Culture

NiSource is a dynamic and inclusive company that values diversity, equity, and inclusion. We foster a positive work environment that encourages collaboration, creativity, and innovation. Our company culture is built on a foundation of respect, empathy, and open communication, and we strive to create a workplace where everyone feels valued, supported, and empowered to succeed.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a starting pay rate of $17.70 per hour. You will also be eligible for a range of benefits, including health insurance, retirement savings, and paid time off. Additionally, you will have access to exclusive discounts, employee recognition programs, and other perks that demonstrate our commitment to your well-being and job satisfaction.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Remote Customer Service Representative at Columbia Gas, you will be part of a dynamic team that is dedicated to making a difference in the lives of our customers. Join us and take the first step towards a rewarding and challenging career in the utility industry. Apply now and discover the opportunities that await you at NiSource!