Experienced Remote Customer Service Representative – Delivering Exceptional Utility Customer Experience

At careerzynith, we're on a mission to revolutionize the way we serve our customers, and we're looking for talented individuals like you to join our team as a Remote Customer Service Representative. As a key member of our customer service team, you'll play a vital role in providing exceptional service to our customers, resolving their inquiries, and ensuring their satisfaction with our services.

• *About careerzynith**

careerzynith is a leading utility company serving nearly four million customers throughout the Midwest and Mid-Atlantic. We're committed to providing safe, reliable, and affordable energy to our customers, and we're passionate about making a positive impact in the communities we serve. Our company culture is built on a foundation of inclusion, diversity, and innovation, and we're dedicated to fostering a work environment that's welcoming, supportive, and empowering.

• *Job Summary**

As a Remote Customer Service Representative, you'll be responsible for providing exceptional service to our customers, responding to their inquiries, and resolving their issues in a timely and professional manner. You'll work from the comfort of your own home, using our state-of-the-art technology to connect with customers and provide them with the information and support they need. This is a full-time position that requires a strong work ethic, excellent communication skills, and a passion for delivering exceptional customer service.

• *Key Responsibilities**

• Respond to customer inquiries via phone, email, and chat, providing accurate and timely information and resolving issues in a professional and courteous manner
• Process billing calls, investigating meter read and other requests relating to billing accuracy or payment
• Handle emergency calls, providing customers with support and assistance in a timely and professional manner
• Process customer move-ins, adds, and transfers, ensuring that all necessary information is accurate and up-to-date
• Process refunds, compensation requests, and changes to accounts, resolving customer issues and ensuring that all necessary documentation is complete
• Route escalated customer issues for resolution, working with internal teams to resolve complex customer complaints
• Make referrals and process requests regarding special programs, such as Energy Assistance, CRISIS, Dollar Energy, or other programs, as necessary
• Process order inquiry calls, initiate service orders, and provide service order status updates, ensuring that all necessary information is accurate and up-to-date
• Assist customers with credit/payment arrangements, providing them with support and guidance in a timely and professional manner
• Direct customers to the appropriate self-service channels as necessary, ensuring that they have access to the information and resources they need
• Meet individual deadlines, metrics, and team goals, working collaboratively with internal teams to achieve common objectives
• Multi-task while effectively focusing on priority issues, ensuring that customer inquiries are responded to in a timely and professional manner

• *Essential Qualifications**

• High school diploma or equivalent required
• One (1) year of customer service experience required
• Computer skills, including navigating multiple tabs, windows, and systems
• Ability to type a minimum of 25 WPM (Word Per Minute)
• Solid written and verbal communication skills
• Must be 18 years of age or older

• *Preferred Qualifications**

• 2-3 years of call center experience
• 2-5 years of 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

• *Work Environment and Company Culture**

As a Remote Customer Service Representative, you'll work from the comfort of your own home, using our state-of-the-art technology to connect with customers and provide them with the information and support they need. Our company culture is built on a foundation of inclusion, diversity, and innovation, and we're dedicated to fostering a work environment that's welcoming, supportive, and empowering.

• Must reside no more than 80 miles from a Columbia Gas facility: Columbia Gas of Virginia Operating Center (1809 Coyote Drive, Chester, VA 23836). 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 York Operating Center (1600 Colony Road, York, PA 17408). Columbia Gas of Pennsylvania, (100 Laurel View Drive, Smithfield, PA 15478).
• Required to maintain high-speed wired internet access (75mpbs download and 15mpbs upload) that is hardwired-No Wi-Fi or Satellite Internet
• 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 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

• *Inclusion & Diversity**

We 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**

careerzynith 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, genetic information, or any protected group status as defined by law. Each employee is expected to abide by this principle.

• *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.

• *Compensation and Benefits**

We offer a competitive salary for this position, as well as a range of benefits and perks that support your overall well-being. These include:

• Competitive salary
• Comprehensive benefits package
• Paid time off and holidays
• Opportunities for professional growth and development
• Recognition and rewards for outstanding performance

• *How to Apply**

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and look forward to the opportunity to discuss this position further with you.

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