Customer Service Representative

Customer Service Representative – Remote (South Carolina Only)Location: Remote – Must Reside in South CarolinaJob Type: Full-TimeIndustry: Customer Service | Call Center | Public Safety | Utilities | Operations SupportSchedule: Monday-Friday 8:30 am - 5:30 pm. Schedule may vary based on call volume; overtime requiredMinimum Internet speeds required: 3 Mbps upload/10 Mbps downloadCompensation: $17.77 + Potential Performance BonusesPerks: Company-provided equipment, Paid Time-Off, Medical, Dental, and Vision Benefits, 401K, Career Growth, the list goes on and on!This position isn't actively hiring right now. We're keeping this posting open to build a talent pool, so your application will be on file for future opportunities in this role.Make an Impact While Building Your CareerAre you an experienced Customer Service Representative, Call Center Agent, or Contact Center Professional who thrives in a fast-paced, high-volume environment? Do you excel at handling complex customer interactions, critical calls, and time-sensitive situations with professionalism and urgency?We are seeking motivated, detail-oriented professionals with backgrounds in banking, insurance, healthcare, legal services, paralegal support, front desk and administrative reception, hospitality, utilities, telecommunications, and emergency dispatch to join our fully remote team.This is an opportunity to use your communication, problem-solving, and multitasking skills to support public safety initiatives across South Carolina while working from home.Previous remote/work-from-home customer service or virtual call center experience is strongly encouraged.What Makes This Role Different?We DO NOT handle:CollectionsTelemarketingCold callingDoor-to-door salesInstead, our team supports critical public safety communication services that help prevent damage to underground utilities and protect communities throughout South Carolina.About UsSC811 is South Carolina's "Call Before You Dig" contact center. We help homeowners, contractors, excavators, and businesses submit locate requests before digging or excavation begins.Our work helps prevent:Utility outagesProperty damageService interruptionsWorkplace accidentsSerious injuries and fatalitiesSafety, accuracy, and exceptional customer service are at the core of everything we do.Description:The Customer Service Representative is responsible for managing a high volume of inbound calls while accurately documenting excavation and utility locate information in a web-based system. The candidate must possess excellent verbal and written communication skills. In addition, maintain a positive & professional attitude when handling calls, with a sense of urgency. Be able to accurately plot site locations on a map. This position is open to candidates in South Carolina and is fully remote. The company will provide the needed equipment.This role requires:Strong active listening skillsAccurate data entryExcellent verbal communicationCalmness under pressureCritical thinkingAbility to manage difficult or complex customer situationsAbility to multitask in a fast-paced call center environmentKey Responsibilities:Accurately record data from the caller on inbound telephone lines and process notices. Individuals must also accurately provide the caller with pertinent and legally required information for each locate notice.Handle high-volume inbound customer service calls with professionalism and urgencyAccurately collect, document, and process excavation locate requestsProvide callers with legally required and safety-related informationNavigate multiple computer systems and web-based applications simultaneouslyMaintain exceptional attention to detail while multitaskingDe-escalate difficult customer interactions and resolve concerns effectivelyPlot and verify excavation site locations using mapping toolsMeet productivity, quality assurance, and performance metrics in a call center environmentSupport operational efficiency and public safety initiativesMaintain confidentiality and compliance with company proceduresPerform additional duties as assigned by leadershipSkills/Requirements:Be able to type at least 45 wpm accurately (or at least 14,500 kph)Able to process excavation information precisely and adhere to standards set forth by the CompanyAbility to understand and listen effectively to customer situations while maintaining company interestsHandle a high volume of telephone contacts that may include difficult and demanding customer situationsHave effective time management skills and manage work in a fast-paced environmentHandle repetition of tasks throughout the workdayScore acceptable or set goals on evaluations composed by Management.Other Requirements:Ability to stand or sit for considerable lengths of time.Work in a confined workspace for a long period of time, attached to a telephone headset, and enter dataMust be willing to undergo a background check, in accordance with local law/regulations.Minimum requirement is a high school diploma or equivalent2 years of customer service experience requiredBe able to pass an assessment test for typing and customer service skillsMust have minimum internet speeds required: 3 Mbps upload/10 Mbps download (Company will provide a link to a test to confirm)Bilingual candidates encouraged to applyMust reside and be able to work remotely from within the State of South Carolina.Must pass a background check and drug screen prior to hire.