Note: The job is a remote job and is open to candidates in USA. NiSource, through its Columbia Gas division, is seeking a full-time Remote Customer Service Representative to provide exceptional support to customers. The role involves handling inquiries related to utility bills, service requests, and emergency calls, while maintaining a customer-focused approach in a dynamic environment.
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, CRISIS, Dollar Energy, and others 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
- Must reside in Ohio or Pennsylvania AND be within 80 miles or less from one of the Columbia Gas facilities
- Must be available from 7:00 am – 7:00 pm Monday - Friday and able to attend 100% of the 13-week training program
- Ability to work from a secure, private home office with minimal distractions
- Maintain a hardwired high-speed internet connection with minimum speeds of 75 Mbps download and 15 Mbps upload
- A smartphone is required to install a secure VPN application
- This position is primarily remote; however, employees must have reliable transportation to travel to their designated Columbia Gas facility as needed
- Successful applicants will be required to complete a CSR Aptitude Assessment
- Must be at least 18 years of age
- High school diploma or equivalent required
- Minimum of one (1) 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)
- Strong written and verbal communication skills
- For bilingual candidates: Fluent in English and Spanish with strong written communication skills in both languages
- 2–3 years of call center and/or customer service experience
- 2–5 years of remote customer service experience
- Experience in the utility industry
- Advanced computer skills, including navigating multiple tabs, windows, and systems
- Ability to type 60–65 words per minute (WPM)
Benefits
- $500 sign‑on bonus paid in two installments: $250 on the first paycheck and $250 after 6 months of employment.
Company Overview
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