Customer Service Representatives - Emergency (Virginia State Residents)

Sutherland; Richmond (VA); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid training

PTO

Advancement opportunities

Performance incentives

Employee discounts

EAP & Wellness

Job summary

Sutherland is seeking an Emergency Customer Service Representative to deliver first-rate support by phone, email, and chat for a public utility client. You will handle service requests, billing questions, and outage-related inquiries while practicing active listening to resolve issues efficiently.

The role requires full-time availability, weekend work, and the ability to work varied shifts, including overnights, with a competitive hourly wage and benefits package.

Qualifications

• Excellent verbal and written communication skills.
• High school diploma or equivalent.
• Experience in customer service with multi-tasking skills.

Responsibilities

• Handle customer service calls by phone, email, and chat.
• Educate customers on energy suppliers and energy choice programs.
• Address service requests, billing questions, and outage-related inquiries.
• Practice active listening to provide effective resolutions.

Skills

Verbal communication

Written communication

Customer service

Multi-tasking

Problem solving

MS Office

Education

High school diploma

Tools

Microsoft Office

Job description

Company Description

We’re Sutherland and we’re seeking Customer Service/Emergency Services Representatives. Join us and support one of our public utility clients while working with leading technologies and systems as well as a dedicated team of leaders and peers to support you. Because our client is a public utility, we support them and their customers 24/7. Employees must have full availability to work various shifts and able to work at least one weekend day.

Job Description

The Emergency Customer Service Representative will deliver excellent customer care and create sustainable value for customers via phone, email, chat, and correspondence. This includes:

• Agents will be handling various types of customer service calls (i.e. service requests, billing questions, energy conservation advice, etc.)
• Will be handling calls related to power outages and other emergency situations.
• Must be an active listener and can leverage probing question skills to provide resolutions.
• Agents will also educate customers on suppliers and energy choice programs.

Pay

• Hourly rate - $15 per hour with available performance incentives.
• Prefer overnights?
• Agents working overnight shifts earn an extra $1 overnight premium!

Benefits

• Medical, dental and vision benefitsPaid training & PTOAdvancement opportunities – 80% of our frontline leaders have been promoted from withinAdditional pay incentives as well as monthly rewards & recognition programsEmployee DiscountsEAP & Health and Wellness programs including a personal trainer dedicated to Sutherland

Qualifications

• Excellent verbal and written communication skills
• Full time availability
• Driven by solving problems and meeting goals
• Familiar with Microsoft Office
• Experienced in customer service with strong multi-tasking skills
• High school diploma or equivalent

Additional Information

This position must be performed from within the State of Virginia. Employees may not perform work while located outside this region. Compliance with work-location requirements may be verified through company systems, sign-in records, security technologies and identity-verification procedures, including webcam verification as required.

About us

As a digital transformation company -- and Great Place to Work certified -- Sutherland has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years. We work with some of the world’s most known brands in dozens of industries, including Banking & Financial Services; Insurance; Communications, Media & Entertainment; Healthcare; Retail & Consumer Packaged Goods; Technology; Travel, Transportation, Hospitality & Logistics; and Mortgage Services, helping them to better support and serve their customers.

EEOC and Veteran Documentation

During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.

At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information.

The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that allAdministrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.

Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.