Customer Service Representative

Customer Service Representative – Remote (South Carolina Only)

Location: Remote – Must Reside in South Carolina

Job Type: Full-Time

Industry: Customer Service | Call Center | Public Safety | Utilities | Operations Support

Schedule: Monday-Friday 8:30 am - 5:30 pm. Schedule may vary based on call volume, Overtime required

Minimum Internet speeds required: 3 Mbps upload/10 Mbps download

Compensation: $17.77 + Potential Performance Bonuses

Perks: Company-provided equipment, Paid Time-Off, Medical, Dental, and Vision Benefits, 401K, Career Growth, the list goes on and on!

Make an Impact While Building Your Career

Are 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, utilities, telecommunications, emergency dispatch, or high-volume customer support 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:

• Collections
• Telemarketing
• Cold calling
• Door-to-door sales

Instead, our team supports critical public safety communication services that help prevent underground utility damage and protect communities throughout South Carolina.

About Us

SC811 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 outages
• Property damage
• Service interruptions
• Workplace accidents
• Serious injuries and fatalities

Safety, 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 skills
• Accurate data entry
• Excellent verbal communication
• Calmness under pressure
• Critical thinking
• Ability to manage difficult or complex customer situations
• Ability to multitask in a fast-paced call center environment

Ideal candidates will have previous experience in:

• High-volume call centers
• Banking customer support
• Insurance claims or member services
• Financial services contact centers
• Emergency dispatch/customer support
• Technical support
• Healthcare customer service
• Utilities or telecommunications support

Key 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 urgency
• Accurately collect, document, and process excavation locate requests
• Provide callers with legally required and safety-related information
• Navigate multiple computer systems and web-based applications simultaneously
• Maintain exceptional attention to detail while multitasking
• De-escalate difficult customer interactions and resolve concerns effectively
• Plot and verify excavation site locations using mapping tools
• Meet productivity, quality assurance, and performance metrics in a call center environment
• Support operational efficiency and public safety initiatives
• Maintain confidentiality and compliance with company procedures
• Perform additional duties as assigned by leadership

Skills/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 Company
• Ability to understand and listen effectively to customer situations while maintaining company interests
• Handle a high volume of telephone contacts that may include difficult and demanding customer situations
• Have effective time management skills and manage work in a fast-paced environment
• Handle repetition of tasks throughout the workday
• Score 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 data
• Must be willing to undergo a background check, in accordance with local law/regulations.
• Minimum requirement is a high school diploma or equivalent
• 2 years of customer service experience required
• Be able to pass an assessment test for typing and customer service skills
• Must 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 apply
• Must 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.