Call Center Representative

MUST CURRENTLY RESIDE WITHIN 80 miles of COLUMBUS, OH METRO AREA

Seeking dependable full-time Remote Customer Service Representatives with a strong work ethic that demonstrates a customer service focus and who can communicate and relate well with others. This role offers a full range of opportunities with diverse, detailed, complex responsibilities. This position handles a full range of customer telephone inquiries related to utility bills, service order inquiries/requests, service connections, service transfers, and/or emergency calls. A CSR aptitude assessment will be required, and candidates must possess an enthusiasm for learning along with problem-solving, conflict resolution, and math skills. Must reside in the Columbus, OH metro area.

Essential Functions

Processing billing calls: investigate meter reads and other requests relating to billing accuracy or payment.

• Processing customer move-ins, adds, and transfers.
• Processing refunds, compensation requests, and changes to accounts.
• Routing escalated customer issues for resolution.
• Making referrals and processing requests regarding special programs such as Energy Assistance, CRISIS, Dollar Energy, or other programs, as necessary
• Processing order inquiry calls, initiate service orders, and provide service order status updates.
• Assisting customers with credit/payment arrangements
• Directing customers to the appropriate self-service channels as necessary
• Meeting individual deadlines, metrics, and team goals
• Multitasking while effectively focusing on priority issues
• Working cooperatively in a group environment to achieve common goals

Required Qualifications For Position

High School Diploma or equivalent.

• 1 plus years of Customer service experience (call center and remote)
• Computer skills including navigating multiple tabs, windows, and systems
• Must be able to type a minimum of 25 WPM (words per minute)
• Solid written and verbal communication skills
• Must be 18 years of age or older.
• Advanced computer skills including navigating multiple tabs, windows, and systems
• Ability to type 60-65 WPM
• Required to maintain high-speed wired internet access (75 Mbps download and 15 Mbps 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 setup.
• Must have a smartphone 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.

Preferred Additional Qualifications for Position

1-3 years 2-3 Year(s) Call Center Experience

• 2-5 years previous customer service work from home experience