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Virtual Customer Support Specialist

2 months ago

Smithfield, Pennsylvania, United States NiSource Full time
Job Title: Remote Customer Service Representative

Job Code: MS6009

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

Overview

NiSource is in search of reliable, full-time Customer Service Representatives who exhibit a strong commitment to customer satisfaction and possess excellent communication skills. This role encompasses a wide array of responsibilities, addressing diverse and intricate customer inquiries. The position involves responding to various customer telephone inquiries regarding utility billing, service requests, and emergency situations. Although this is a remote role, candidates must have dependable transportation for orientation and any necessary in-person meetings.

Key Responsibilities
  • Manage billing inquiries: investigate meter readings and other requests related to billing accuracy.
  • Handle emergency calls effectively.
  • Process customer move-ins, additions, and service transfers.
  • Administer refunds, compensation requests, and account modifications.
  • Escalate customer issues to appropriate channels for resolution.
  • Facilitate referrals and manage requests for special programs like Energy Assistance.
  • Process service order inquiries and provide updates on service status.
  • Assist customers with credit and payment arrangements.
  • Guide customers to appropriate self-service options.
  • Meet individual and team performance metrics.
  • Multi-task while prioritizing urgent issues.
  • Collaborate effectively within a team environment.

Required Qualifications
  • High school diploma or equivalent.
  • Minimum of one year of customer service experience.
  • Proficient computer skills, including the ability to navigate multiple systems.
  • Typing speed of at least 25 words per minute.
  • Strong written and verbal communication abilities.
  • For bilingual candidates: must pass a bilingual aptitude test (Spanish) and demonstrate proficiency in both English and Spanish.
  • Must be at least 18 years old.

Preferred Qualifications
  • 2-3 years of experience in a call center or customer service environment.
  • 2-5 years of remote customer service experience.
  • Experience in the utility sector.
  • Advanced computer skills.
  • Typing speed of 60-65 words per minute.

Work Environment Requirements

Candidates must have a secure and private workspace with ergonomic office equipment.

Work Authorization
Authorized to work in the United States without requiring sponsorship.

Inclusion & Diversity
NiSource values inclusion and diversity in the workplace, fostering a respectful environment where all perspectives are valued.

Equal Employment Opportunity
NiSource is committed to providing equal employment opportunities to all employees and applicants without regard to any protected status.

Safety Statement
Promote a safe work environment by actively participating in safety programs and reporting unsafe conditions.