Join Our Team: Energizing Homes and Businesses Across the Midwest and Mid-Atlantic
At NiSource, we're proud to be one of America's Best Large Employers, as recognized by Forbes magazine. We're a team of dedicated professionals who serve nearly four million customers, ensuring they have the energy they need to power their homes and businesses. As a Remote Customer Service Representative with Columbia Gas, a NiSource company, you'll be the face of our organization, providing top-notch service to our customers from the comfort of your own home.
About the Role
We're seeking a highly motivated and customer-focused individual to join our team as a Remote Customer Service Representative. As a key member of our customer service team, you'll be responsible for responding to a wide range of customer inquiries, resolving issues, and providing solutions in a timely and professional manner. This is a full-time, work-from-home opportunity that requires a strong work ethic, excellent communication skills, and a passion for delivering exceptional customer service.
Key Responsibilities
- Respond to customer telephone inquiries related to their utility bills, service order inquiry/requests, connect, transfer of service, and/or emergency calls
- Process billing calls, investigating meter read and other requests relating to billing accuracy or payment
- Handle emergency calls, processing customer move-ins, adds, and transfers
- Process 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 as needed
- Meet individual deadlines, metrics, and team goals, working cooperatively in a group environment to achieve common goals
- Multi-task while effectively focusing on priority issues, utilizing excellent problem-solving and conflict resolution skills
Essential Qualifications
To be considered for this role, you must meet the following essential qualifications:
- High school diploma or equivalent
- One (1) year of customer service experience
- Computer skills, including navigating multiple tabs, windows, and systems
- Ability to type a minimum of 25 WPM (Words Per Minute)
- Solid written and verbal communication skills
- Must be 18 years of age or older
Preferred Qualifications
While not required, the following preferred qualifications will be considered a plus:
- 2-3 years of call center experience
- 2-5 years of 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
Work from Home Requirements
To work from home successfully, you'll need to meet the following requirements:
- Reside no more than 80 miles from a Columbia Gas facility
- Maintain high-speed wired internet access (75mpbs download and 15mpbs upload) that is hardwired - no Wi-Fi or satellite internet
- Work in a secure, private location with proper, ergonomic office equipment and set-up
- Have a smartphone to download a VPN app on your personal device
- Be available from 7:00 a.m. - 7:00 p.m. and attend 100% of the 13-week training program
What We Offer
At NiSource, we're committed to providing a rewarding and inclusive work environment that fosters opportunity for growth. As a Remote Customer Service Representative, you'll enjoy:
- A competitive starting pay rate of $17.70 per hour
- Opportunities for career advancement and professional growth
- A comprehensive benefits package
- The flexibility to work from home, with the support of a dedicated team
- A culture that values diversity, equity, and inclusion
Inclusion & Diversity
At NiSource, we're committed to creating a workplace that values diversity, equity, and inclusion. We believe that by embracing different perspectives, backgrounds, and experiences, we can better serve our customers and drive business success. As a Remote Customer Service Representative, you'll be expected to:
- Respect others' perspectives and convictions
- Engage with others' opinions and create a safe environment where people, ideas, and opinions are valued
- Value different world views, challenges, and cultures that represent all walks of life and backgrounds
- Treat others with respect and consideration
- Actively participate in creating and contributing to a positive work environment
Equal Employment Opportunity
NiSource is an equal employment opportunity employer, committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, genetic information, or any protected group status as defined by law.
Safety Statement
At NiSource, we're committed to promoting a safe work environment. As a Remote Customer Service Representative, you'll be expected to:
- Actively participate in all aspects of our employee safety program
- Report any unsafe conditions and take actions to prevent personal injuries
- Support our interdependent safety culture by ensuring the safety of your co-workers
- Stay focused on the task at hand and promote productivity through good work habits
Ready to Join Our Team?
If you're a motivated and customer-focused individual looking for a rewarding career opportunity, we encourage you to apply for this Remote Customer Service Representative role. As a member of our team, you'll have the opportunity to make a real difference in the lives of our customers, while enjoying a flexible and inclusive work environment. Don't miss out on this exciting opportunity - apply today!
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