Customer Service Representative - Call Center

Job Description

Job Description

Customer Service Representative
Location: Morgantown, WV
Pay Rate: $20.00/hour
Employment Type: Full-Time, Contract

United Talent Staffing is seeking a Customer Service Representative to support Customer Contact Center operations and serve as a first point of contact for customers. This position is responsible for handling customer call volumes, responding to inquiries, resolving concerns, and providing accurate and professional customer service.

The ideal candidate will be comfortable working in a fast-paced customer service environment, navigating multiple computer systems, analyzing customer accounts, and communicating clearly and professionally with customers.

Duties & Responsibilities

• Respond to and resolve customer questions, concerns, and complaints through phone calls and written correspondence.

• Assess customer needs and provide education regarding applicable procedures and services.

• Provide prompt and accurate service while navigating complex computer systems and applications, with a focus on achieving first-call resolution.

• Analyze customer accounts and respond to inquiries involving billing, credit, payments, rates, high-bill concerns, service requests, electronic equipment issues, and other customer-related matters.

• Select, create, and schedule various service order requests, including equipment access, move-in/move-out requests, order changes, rescheduling, credit orders, account transfers, and other service needs.

• Explain and establish budget and payment plans and provide information regarding available assistance programs.

• Guide customers through available self-service options.

• Follow applicable guidelines while performing and supporting routine credit and collection activities.

• Maintain a professional demeanor while working with customers during diverse, stressful, or challenging situations.

• Utilize SAP to identify, track, and document customer correspondence, issues, actions, resolutions, and customer meter readings.

• Provide administrative and clerical support as needed within the Customer Service Center.

• Maintain a high level of customer satisfaction through effective communication and problem-solving.

Required Skills & Abilities

• Excellent customer service skills with the ability to demonstrate understanding and care for customer needs.

• Ability to maintain a calm, professional, and positive tone during stressful or emergency situations.

• Ability to work effectively with frustrated or confused customers while ensuring they feel heard and supported.

• Strong verbal and written communication skills.

• Ability to explain information and solutions clearly, simply, and professionally.

• Strong active-listening skills, including the ability to understand concerns and ask appropriate clarifying questions.

• Ability to remain flexible and adapt to changing policies, procedures, and processes.

• Proficiency with call center software and Microsoft Office Suite.

Education & Experience

• High school diploma or equivalent required.

• At least two years of customer service experience preferred.

• Previous experience in the natural gas industry is a plus.

• Successful completion of required testing.

Physical Requirements

Candidates must be able to perform the following physical requirements with or without reasonable accommodation:

• Remain stationary at a designated workspace for extended periods.

• Move into different positions as necessary to complete tasks throughout an office environment.

• Adjust or move objects weighing up to 25 pounds.

• Operate a computer and other office productivity equipment as necessary.

• Communicate effectively with others to accurately exchange information and ideas.

• Observe details at close range.

Work Schedule & Employment Status

This is a full-time, non-exempt hourly contract position.

Pay Rate: $20.00 per hour