Remote Customer Service Representative - OH & PA

NiSource is seeking a full-time Remote Customer Service Representative for Columbia Gas. The role involves delivering exceptional support by handling customer inquiries about utility bills, service requests, and emergency calls while maintaining a customer-focused mindset in a dynamic environment.

Responsibilities:

• Respond to billing inquiries, investigate meter readings, and resolve issues related to billing accuracy or payments
• Handle emergency calls promptly and professionally
• Process customer requests for move-ins, account additions, and service transfers
• Manage refunds, compensation requests, and account updates
• Route escalated customer issues for timely resolution
• Provide referrals and process requests for special programs, including Energy Assistance, CRISIS, Dollar Energy, and others as needed
• Initiate service orders, respond to order inquiries, and provide status updates
• Assist customers with credit and payment arrangements
• Guide customers to appropriate self-service channels when applicable
• Meet individual performance metrics, deadlines, and contribute to team goals
• Prioritize tasks effectively while managing multiple responsibilities
• Collaborate in a team environment to achieve shared objectives

Requirements:

• Must reside in Ohio or Pennsylvania AND be within 80 miles or less from one of the Columbia Gas facilities
• Must be available from 7:00 am – 7:00 pm Monday - Friday and able to attend 100% of the 13-week training program
• Ability to work from a secure, private home office with minimal distractions
• Maintain a hardwired high-speed internet connection with minimum speeds of 75 Mbps download and 15 Mbps upload
• A smartphone is required to install a secure VPN application
• This position is primarily remote; however, employees must have reliable transportation to travel to their designated Columbia Gas facility as needed
• Must be at least 18 years of age
• High school diploma or equivalent required
• Minimum of one (1) year of customer service experience
• Proficient computer skills, including navigating multiple tabs, windows, and systems
• Ability to type at least 25 words per minute (WPM)
• Strong written and verbal communication skills
• For bilingual candidates: Fluent in English and Spanish with strong written communication skills in both languages
• Successful applicants will be required to complete a CSR Aptitude Assessment
• Candidates will be required to pass a Background and Drug test
• 2–3 years of call center and/or customer service experience
• 2–5 years of remote customer service experience
• Experience in the utility industry
• Advanced computer skills, including navigating multiple tabs, windows, and systems
• Ability to type 60–65 words per minute (WPM)