Remote Customer Service Representative - OH & PA

Remote Customer Service Representative

Join Columbia Gas, a NiSource company, as a full-time Remote Customer Service Representative. In this role, you'll deliver exceptional support by handling customer inquiries about utility bills, service requests, account transfers, and emergency calls. We're looking for dependable professionals with strong communication skills, a customer-focused mindset, and the ability to thrive in a fast-paced, dynamic environment.

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.

Essential Position Requirements

• Must reside in Ohio or Pennsylvania AND be within 80 miles or less from one of the Columbia Gas facilities located below (Proof of compliance will be required upon selection):

• Columbia Gas of Ohio, 290 W Nationwide Blvd, Columbus, OH 43215

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

• 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. Workspace must include ergonomic equipment such as a computer desk and chair, ensuring a professional and comfortable setup.

• Maintain a hardwired high-speed internet connection with minimum speeds of 75 Mbps download and 15 Mbps upload. Wi-Fi and satellite connections are not permitted. Proof of compliance will be required upon selection.

• 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. Your first day will be onsite for orientation, and occasional in-office visits may be required to support business needs or emergencies.

• 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.

Please note: Due to our commitment to serving our customers, all listed requirements are essential for this role.

Ideal candidates demonstrate a strong desire to learn and the ability to think critically, solve problems, and navigate challenges effectively. They excel at resolving conflicts and fostering positive outcomes in dynamic environments.

Key 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.

Required Qualifications

• 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.

Preferred Qualifications

• 23 years of call center and/or customer service experience.

• 25 years of remote customer service experience.

• Experience in the utility industry.

• Advanced computer skills, including navigating multiple tabs, windows, and systems.

• Ability to type 6065 words per minute (WPM).

We value the contributions you'll bring to NiSource Corporate Services and support your professional growth.

Please note: If offered this position, you must obtain supervisor approval before applying for other roles within NiSource during the first 12 months of employment as a Customer Service Representative.

As a public utility, NiSource is required to provide continuous service to customers at all times. To ensure we fulfill that obligation, employees may be required to work outside their normal work hours and perform tasks outside of their normal responsibilities in support of emergency operations.

Work Authorization

Authorized to work in the United States without requiring sponsorship.

Workplace Connection 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 the unique lived experiences within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represents 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.

ADA Accommodations

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 View email address on click.appcast.io or View phone number on click.appcast.io

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.

E-Verify

NiSource participates in the U.S. Department of Homeland Security's E-Verify program. As part of this process, we provide the following notices to all job applicants: These documents inform you of your rights and responsibilities under U.S. law. You can view or download them using the links below:

• E-Verify Poster (English and Spanish) E-Verify Participation Poster English and Spanish
• Right to Work Poster (English and Spanish) If you have the right to work, don't let anyone take it away

Salary Range*:

$35,400.00 - $49,600.00

*The salary offered to a candidate is based on several factors including but not limited to the candidate's skills, job-related knowledge, and relevant experience, as well as internal pay equity.