Customer Service Associate

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 Kentucky, 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 Kentucky, 2001 Mercer Road Lexington, KY 40511
• Columbia Gas of Pennsylvania, 12 Sandstone Way, Dunbar, PA 15431 OR 1600 Colony Rd York, PA 17408
• Columbia Gas of Ohio, 290 W Nationwide Blvd Columbus, OH 43215

• 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 provides essential services to customers 24/7. Emergency needs can arise at various times throughout the year, including during storm season. Employees may be required to support emergency response efforts, which could include working outside normal hours or assisting with tasks outside of typical responsibilities.

Work Authorization

Candidates must be legally authorized to work in the United States and must not require employer sponsorship now or in the future.

Workplace Connection We value a workplace where everyone feels respected, included, and able to do their best work. We encourage open dialogue, value different perspectives, and work collaboratively with employees, customers, and partners.

We recognize and respect the unique experiences people bring, including different backgrounds, cultures, and viewpoints. We treat others with professionalism and care, and we each play a part in creating a positive work environment.

Veteran Hiring & Inclusion

NiSource is proud to support veterans, transitioning service members, and military spouses. We value the leadership, teamwork, and mission-focused experience the military community brings, and we are committed to providing an inclusive workplace with opportunities for professional growth and development.

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 also be considered for other roles that match your skills and experience.

ADA Accommodations

If you need a reasonable accommodation to participate in any stage 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 Safety is a core value at NiSource. Employees are expected to follow safety requirements, report hazards, and help maintain a safe environment for themselves and their coworkers.

E-Verify

NiSource participates in the U.S. Department of Homeland Security's E-Verify program. Please review the following notices regarding your rights and responsibilities under U.S. law.

• E-Verify Poster (English and Spanish)
• Right to Work Poster (English and Spanish)

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.