Customer Service Representatives - Emergency (Virginia State Residents)

Sutherland; Virginia Beach (VA); On-site; USD 19,000 - 23,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

Paid training & PTO

Overnight shift premium

Advancement opportunities

Employee discounts

EAP & Health and Wellness programs

Job summary

Sutherland operates as a digital transformation company and is hiring an Emergency Customer Service Representative based in Virginia. The role supports a public utility client with 24/7 operations, handling calls, emails, and chats to resolve service requests and outages.

You will educate customers on energy choices and programs, work varied shifts including weekends, and receive training with opportunities for advancement and performance incentives.

Qualifications

• Excellent verbal and written communication skills.
• Driven by solving problems and meeting goals.
• Experienced in customer service with strong multi-tasking skills.

Responsibilities

• Handle customer service calls, emails, chat, and correspondence.
• Address service requests, billing questions, and energy advice.
• Assist with power outage and emergency-related inquiries.
• Educate customers on energy suppliers and programs.

Skills

Verbal and written communication

Problem solving

Multitasking

Customer service

Active listening

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

• Full-time

Company 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.

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:

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


• 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
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