Job Title:  Remote Customer Service Representative 1 (Pennsylvania, Ohio, and Kentucky)

Job Code:   MS6009

Starting Pay: $17.70 per hour for traditional candidates and $20.00 per hour for bilingual candidates.

Summary 

Columbia Gas, a NiSource company, is seeking dependable full-time Customer Service Representatives with a strong work ethic that demonstrates a customer service focus who can communicate and relate well with others. There will be a full range of opportunities which include diverse, detailed, complex responsibilities.  This position responds to a full range of customer telephone inquiries related to their utility bills, service order inquiry/requests, connect, transfer of service, and/or emergency calls. Although this is a remote position, employees are required to have reliable transportation to travel to their designated Columbia Gas facility during first day of employment for orientation and at any other times, as necessary.

Successful applicants will be required to complete a CSR Aptitude Assessment. If offered a position, candidates will be required to pass a Background and Drug test.

The selected candidates must possess an enthusiasm for learning along with good problem-solving, conflict resolution and math skills.

Principal Duties and Responsibilities

• Processing billing calls: investigate meter read and other requests relating to billing accuracy or payment.

• Handling emergency calls 

• Processing customer move-ins, adds and transfers.

• Processing refunds, compensation requests and changes to accounts.

• Routing escalated customer issues for resolution.

• Making referrals and processing requests regarding special programs such as Energy Assistance, CRISIS, Dollar Energy, or other programs, as necessary

• Processing order inquiry calls, initiate service orders, and provide service order status updates.

• Assisting customers with credit/payment arrangements

• Directing customers to the appropriate self-service channels as necessary

• Meeting individual deadlines, metrics, and team goals

• Multi-tasking while effectively focusing on priority issues

• Working cooperatively in a group environment to achieve common goals

Required Qualifications for Position

• High school diploma or equivalent.

• One (1) year of Customer service experience.

• Computer skills including navigating multiple tabs, windows, and systems

• Must be able to type a minimum of 25 WPM (Word Per Minute)

• Solid written and verbal communication skills

• For bilingual candidates: must pass bilingual aptitude test (Spanish), must possess solid written skills in English and Spanish and must speak fluent English and Spanish

• Must be 18 years of age or older.

Preferred Qualifications for Position

• 2-3 Year(s) Call Center and/or Customer Service Experience

• 2-5 years previous customer service work from home experience

• Utility experience

• Advance computer skills including navigating multiple tabs, windows, and systems

• Ability to type 60-65 WPM

Living Requirements

Must reside no more than 80 miles from a Columbia Gas facility:

• Columbia Gas of Ohio location (290 W. Nationwide, Blvd, Columbus, OH  43215).

• Columbia Gas of Kentucky (2001 Mercer Road, Lexington, KY  40511).

• Columbia Gas of Pennsylvania, (12 Sandstone Way, Dunbar, PA 15431).

Work From Home Office Requirements

Please note: There are no exceptions that can be made for any candidate that does not meet the requirements listed below.

• Required to maintain high speed wired internet access (75mpbs download and 15mpbs upload) that is hardwired-No Wi-Fi or Satellite Internet. If selected, you will be required to provide proof of Internet requirements.

• Must have the ability to work in a secure, private location either a designated room or office in residence that includes a non-disruptive work environment from others in the household that has proper, ergonomic office equipment (computer desk and computer chair) and set-up.

• Must have a smart phone to download a VPN app on your personal device.

• Must be available from 7:00 a.m. – 7:00 p.m. and able to attend 100% of the 13-week training program.

Work Authorization

Authorized to work in the United States without requiring sponsorship.

Inclusion & Diversity

Value inclusion within your day to day responsibilities by respecting others perspectives/convictions, engaging others opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Treat others with respect and consideration. Actively participate in creating and contributing to a positive work environment.

Equal Employment Opportunity

NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may be considered for other job opportunities.

Safety Statement

Promote a safe work environment by actively participating in all aspects of our employee safety program. Report any unsafe conditions and take actions to prevent personal injuries. Support our interdependent safety culture by ensuring the safety of your co-workers. Stay focused on the task at hand and promote productivity through good work habits.

Salary Range:

$33,400.00 - $46,800.00

Posting Start Date:

2024-07-26

Posting End Date (if applicable):

Please note that the job posting will close on the day before the posting end date.

At NiSource, you'll be part of the team serving nearly four million customers throughout the Midwest and Mid-Atlantic, who count on us to energize their homes and businesses. Whether speaking with customers by phone, analyzing financial data or installing new gas lines in a neighborhood, you’ll meet exciting challenges each day and make the most of your skills and talents. And you’ll be part of a company that was named by Forbes magazine as one of America’s Best Large Employers.

We're looking for talent from all backgrounds. We invite candidates of all abilities to come as they are and do what they love. Through our years of successful growth, we’ve stayed true to our roots by making a difference in the lives of millions of our customers. If you’re interested in joining an inclusive, innovative company that fosters opportunity for growth, NiSource might be the place for you.