Customer Service Representative

DigiDoc, Inc. dba Public Sector Solutions Group is seeking Customer Service Representatives to support a high-volume utility customer contact center. The role involves providing exceptional customer service by handling inbound customer inquiries related to billing, payment arrangements, collections, and account management.

Responsibilities:

• Handle high-volume inbound customer calls in a professional and courteous manner
• Provide information regarding customer accounts, balances, payment options, and billing inquiries
• Process payment arrangements and due date extensions
• Assist customers with turn-off notice extensions and collections-related inquiries
• Identify accounts receiving energy assistance and understand applicable program requirements
• Determine account collection status and communicate available options
• Quote restoration amounts and reconnection fees
• Document customer interactions accurately and completely
• Utilize customer information systems and CRM applications to access account information
• Resolve customer issues during the initial contact whenever possible
• Maintain compliance with all utility regulations, customer privacy requirements, and company procedures
• Escalate complex issues appropriately
• Participate in ongoing training, coaching, and quality assurance reviews
• Meet established performance, attendance, and productivity expectations

Requirements:

• High School Diploma or GED required
• Minimum one (1) year of customer service or call center experience preferred
• Strong verbal and written communication skills
• Ability to navigate multiple systems simultaneously
• Strong problem-solving and customer service skills
• Ability to work independently in a fast-paced environment
• Ability to pass a background investigation and drug screening
• Utility, energy, collections, or billing customer service experience
• Experience with Oracle CC&B, CRM systems, or similar customer account platforms
• Experience working in a regulated customer service environment
• Previous remote contact center experience