Customer Service Representatives - Emergency (Virginia State Residents)

Sutherland; Virginia; On-site; USD 19,000 - 22,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid training

Paid time off

Advancement opportunities

Incentives & rewards

Employee discounts

EAP & Wellness program

Personal trainer

Job summary

Sutherland in Virginia seeks an Emergency Customer Service Representative to deliver outstanding support via phone, email, chat, and correspondence for a public utility client. The role requires full availability for various shifts, including at least one weekend day.

You will handle service requests, billing questions, and outage-related inquiries, educate customers on energy choices, and employ active listening to resolve issues.

Qualifications

• Excellent verbal and written communication skills.
• Fulltime 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.

Responsibilities

• Handle various customer service calls (service requests, billing questions, energy conservation).
• Handle calls related to power outages and other emergency situations.
• Must be an active listener and can leverage probing question skills to provide resolutions.
• Educate customers on energy suppliers and energy choice programs.

Skills

Verbal and written communication

Customer service experience

Multi-tasking

Full-time availability

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

We’re Sutherland and we’re seekingCustomer 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.

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:

What we offer:

• Hourly rate -$15 per hour with available performance incentives.
  • Prefer overnights? Agents working overnight shifts earn an extra $1 overnight premium!
• Medical, dental and vision benefits
• Paid training & PTO
• Advancement opportunities – 80% of our frontline leaders have been promoted from within
• Additional pay incentives as well as monthly rewards & recognition programs
• Employee Discounts
• EAP & Health and Wellness programs including a personal trainerdedicated to Sutherland

Qualifications:

• Excellent verbal and written communication skills
• Fulltime 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

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 -- andGreat Place to Workcertified -- 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
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