[Remote] Remote Customer Service Representative - OH & PA

Note: The job is a remote job and is open to candidates in USA. NiSource is seeking a full-time Remote Customer Service Representative for Columbia Gas. The role involves delivering exceptional support by handling customer inquiries about utility bills, service requests, and emergency calls while maintaining a customer-focused mindset 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
• 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
• Successful applicants will be required to complete a CSR Aptitude Assessment
• Candidates will be required to pass a Background and Drug test
• 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

• Plus a $500 sign‑on bonus paid in two installments: $250 on the first paycheck and $250 after 6 months of employment
• Work Authorization Authorized to work in the United States without requiring sponsorship
• If you need a reasonable accommodation to participate in any part of the hiring process or to perform the essential functions of the position, please contact OneHR at [email protected] or 1-888-640-3320
• 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.

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