Customer Service Representative

AppleOne Employment Services; Lexington (KY); Remote; USD 28,000 - 39,000; Part time

Job summary

AppleOne Employment Services is seeking a Customer Service Representative for a remote contract position near Lexington, KY (within 40 miles of 40511). The role handles high-volume inbound calls, billing inquiries, and service updates, with potential onsite reporting if needed.

Ideal candidates have prior customer service experience, strong communication skills, and the ability to work independently in a remote setup with a reliable internet connection.

Qualifications

• In-state residency within 40 miles of Lexington, KY 40511.
• Previous customer service experience, preferably in a call center or high-volume environment.
• Strong verbal and written communication skills.
• Ability to multitask with attention to detail.
• Comfortable navigating computer systems and documenting interactions.
• Ability to problem-solve and resolve customer concerns professionally.
• Ability to work independently in a remote environment.
• Reliable internet connection and a suitable remote workspace.

Responsibilities

• Answer a high volume of inbound customer calls professionally.
• Assist customers with account inquiries, billing questions, payment arrangements, and service requests.
• Process requests for new service connections, transfers, disconnections, and account updates.
• Troubleshoot basic service issues and coordinate with Client's field operations when necessary.
• Educate customers about utility programs, energy-saving initiatives, and available assistance programs.
• Investigate and resolve customer concerns while complying with Client policies and regulatory requirements.
• Accurately document customer interactions and account activities in company systems.
• Follow established call handling procedures, quality standards, and performance metrics.
• Support outage communications with updates and guidance during service interruptions.
• Escalate complex issues to supervisors or specialized departments as needed.
• Maintain confidentiality of customer and Client information.
• Participate in training, coaching sessions, and team meetings to stay current on Client policies and services.

Skills

Customer service

Call center experience

Verbal communication

Written communication

Job description

Role: Customer Service Representative

Pay: $24/hr

Assignment: Contract

Location: Remote (Must reside within 40 miles of Lexington, KY 40511. Candidates may be required to report onsite if unable to work from home.)

Schedule: TBD

What you'll do:

• Answer a high volume of inbound customer calls in a professional and courteous manner.
• Assist customers with account inquiries, billing questions, payment arrangements, and service requests.
• Process requests for new service connections, transfers, disconnections, and account updates.
• Troubleshoot basic service issues and coordinate with Client's field operations when necessary.
• Educate customers about utility programs, energy-saving initiatives, and available assistance programs.
• Investigate and resolve customer concerns while maintaining compliance with Client policies and regulatory requirements.
• Accurately document customer interactions and account activities in company systems.
• Follow established call handling procedures, quality standards, and performance metrics.
• Support outage communications by providing updates and guidance during service interruptions.
• Escalate complex issues to supervisors or specialized departments as needed.
• Maintain confidentiality of customer and Client information.
• Participate in training, coaching sessions, and team meetings to stay current on Client policies and services.

Requirements:

• Must reside within 40 miles of Lexington, KY 40511.
• Previous customer service experience, preferably in a call center or high-volume customer support environment.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks while maintaining attention to detail.
• Comfortable navigating computer systems and documenting customer interactions.
• Ability to problem-solve and resolve customer concerns professionally.
• Must be able to work independently in a remote environment.
• Reliable internet connection and a suitable remote work environment.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.