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Virtual Customer Support Specialist

2 months ago

Smithfield, Pennsylvania, United States NiSource Full time
Position Title: Remote Customer Care Representative

Job Code: MS6009

Compensation: $17.70 per hour for standard candidates and $20.00 per hour for bilingual candidates.

Overview

NiSource, a leader in utility services, is in search of reliable full-time Customer Care Representatives who exhibit a strong commitment to customer satisfaction and possess excellent communication skills. This role encompasses a variety of responsibilities that are both detailed and complex. The position involves responding to a wide array of customer inquiries related to utility billing, service requests, and emergency situations. Although this role is remote, candidates must have dependable transportation for initial orientation and any required visits to the designated facility.

Successful candidates will need to complete a CSR Aptitude Assessment. If selected, they must also pass a Background and Drug test.

The ideal candidates will demonstrate a passion for learning, along with strong problem-solving abilities, conflict resolution skills, and basic math proficiency.

Key Responsibilities
  • Managing billing inquiries: investigate meter readings and other requests concerning billing accuracy or payments.
  • Addressing emergency calls.
  • Processing customer move-ins, additions, and transfers.
  • Handling refunds, compensation requests, and account modifications.
  • Escalating customer issues for resolution.
  • Providing information and processing requests related to special programs such as Energy Assistance and other initiatives.
  • Responding to service order inquiries, initiating service orders, and providing updates on service order statuses.
  • Assisting customers with credit and payment arrangements.
  • Guiding customers to appropriate self-service options as needed.
  • Meeting individual performance metrics and team objectives.
  • Effectively multitasking while prioritizing critical issues.
  • Collaborating within a team environment to achieve shared goals.
Required Qualifications
  • High school diploma or equivalent.
  • At least 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 skills.
  • For bilingual candidates: must pass a bilingual aptitude test (Spanish), with solid written skills in both English and Spanish, and fluency in both languages.
  • 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 experience working from home in customer service.
  • Experience in the utility sector.
  • Advanced computer skills, including navigating multiple systems.
  • Typing speed of 60-65 words per minute.
Work Environment Requirements

Candidates must reside within a reasonable distance from a NiSource facility.

Home Office Requirements:

  • Must have high-speed wired internet access (minimum 75 Mbps download and 15 Mbps upload) that is hardwired; no Wi-Fi or satellite internet.
  • Must have a secure, private workspace that is free from distractions, equipped with ergonomic office furniture.
  • Must possess a smartphone to download necessary applications.
  • Availability from 7:00 a.m. to 7:00 p.m. is required, along with full participation in the training program.
Work Authorization

Must be authorized to work in the United States without sponsorship.

Commitment to Inclusion & Diversity
NiSource values inclusion and diversity, promoting a respectful environment where different perspectives and backgrounds are acknowledged and appreciated.

Equal Employment Opportunity
NiSource is dedicated to providing equal employment opportunities to all employees and applicants, regardless of race, color, religion, national origin, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, or any other protected status as defined by law.

Safety Commitment
We prioritize a safe work environment by actively participating in safety programs and reporting unsafe conditions.

Salary Range:
$33, $46,800.00