Remote Utility CSR — Billing, Support & Emergencies

NiSource; Smithfield (PA); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Sign-on bonus

Remote work

Job summary

Columbia Gas, a NiSource company, is seeking a full-time Remote Customer Service Representative to deliver exceptional support by handling customer inquiries about bills, service requests, account transfers, and emergencies.

Starting pay is $21.00 per hour, plus a $500 sign-on bonus paid in two installments: $250 on the first paycheck and $250 after 6 months of employment. This role is primarily remote with occasional in-office visits and a 13-week training program.

Qualifications

• Must be at least 18 years old.
• High school diploma or equivalent required.
• Minimum of one year of customer service experience.
• Proficient computer skills, including navigating multiple tabs, windows, and systems.
• Ability to type at least 25 words per minute (WPM).
• Bilingual candidates: Fluent in English and Spanish with strong written communication in both languages.

Responsibilities

• Respond to billing inquiries, investigate meter readings, and resolve issues related to billing accuracy or payments.
• Handle emergency calls promptly and professionally.
• Process customer requests for move-ins, account additions, and service transfers.
• Manage refunds, compensation requests, and account updates.
• Route escalated customer issues for timely resolution.
• Provide referrals and process requests for special programs, including Energy Assistance and other programs as needed.
• Initiate service orders, respond to order inquiries, and provide status updates.
• Assist customers with credit and payment arrangements.
• Guide customers to appropriate self-service channels when applicable.
• Meet individual performance metrics, deadlines, and contribute to team goals.
• Prioritize tasks effectively while managing multiple responsibilities.
• Collaborate in a team environment to achieve shared objectives.

Skills

Strong communication skills

Customer-focused mindset

Typing 25 WPM

Education

High school diploma or equivalent

Tools

VPN application

Job description

Columbia Gas, a NiSource company, is seeking a full-time Remote Customer Service Representative to deliver exceptional support by handling customer inquiries about bills, service requests, account transfers, and emergencies.

Starting pay is $21.00 per hour, plus a $500 sign-on bonus paid in two installments: $250 on the first paycheck and $250 after 6 months of employment. This role is primarily remote with occasional in-office visits and a 13-week training program.