Remote Customer Service Representative - KY & PA

NiSource•Smithfield, PA

2d•$35,400 - $49,600•Remote

About The Position

Join Columbia Gas, a NiSource company, as a full-time Remote Customer Service Representative. In this role, you’ll deliver exceptional support by handling customer inquiries about utility bills, service requests, account transfers, and emergency calls. We’re looking for dependable professionals with strong communication skills, a customer-focused mindset, and the ability to thrive in a fast-paced, dynamic environment. Starting pay is $21.00 per hour, plus a $500 sign‑on bonus paid in two installments: $250 on the first paycheck and $250 after 6 months of employment. This position is primarily remote; however, employees must have reliable transportation to travel to their designated Columbia Gas facility as needed. Your first day will be onsite for orientation, and occasional in-office visits may be required to support business needs or emergencies. Ideal candidates demonstrate a strong desire to learn and the ability to think critically, solve problems, and navigate challenges effectively. They excel at resolving conflicts and fostering positive outcomes in dynamic environments.

Requirements

Must reside in Kentucky or Pennsylvania AND be within 80 miles or less from one of the Columbia Gas facilities located below (Proof of compliance will be required upon selection):
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. Workspace must include ergonomic equipment such as a computer desk and chair, ensuring a professional and comfortable setup.
Maintain a hardwired high-speed internet connection with minimum speeds of 75 Mbps download and 15 Mbps upload. Wi-Fi and satellite connections are not permitted. Proof of compliance will be required upon selection.
A smartphone is required to install a secure VPN application.
Successful applicants will be required to complete a CSR Aptitude Assessment.
If offered a position, candidates will be required to pass a Background and Drug test.
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.
Candidates must be legally authorized to work in the United States and must not require employer sponsorship now or in the future.

Nice To Haves

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).

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.
Employees may be required to support emergency response efforts, which could include working outside normal hours or assisting with tasks outside of typical responsibilities.