Emergency Customer Service Rep – Overnight Shifts

Sutherland; Virginia (IL); On-site; USD 21,000 - 23,000; Full time

Benefits offered by this job

Overnight premium

Medical benefits

Paid training & PTO

Advancement opportunities

Employee discounts

EAP & Wellness

Job summary

Sutherland is seeking a Customer Service/Emergency Services Representative to support a public utility client from Virginia. The role requires full availability across shifts, including weekends, to cover 24/7 operations.

You will handle calls via phone, email, chat and written correspondence, addressing service requests, billing questions, energy conservation advice and outages. The position emphasizes active listening, problem solving and educating customers on energy options.

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

• 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.

Skills

Communication skills

Multi-tasking

Customer service

Problem solving

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Sutherland is seeking a Customer Service/Emergency Services Representative to support a public utility client from Virginia. The role requires full availability across shifts, including weekends, to cover 24/7 operations.

You will handle calls via phone, email, chat and written correspondence, addressing service requests, billing questions, energy conservation advice and outages. The position emphasizes active listening, problem solving and educating customers on energy options.