Customer Service Representative - Remote (South Carolina Only)

South Carolina 811•Charleston, SC

9d•Remote

About The Position

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

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.
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)
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.

Nice To Haves

Previous remote/work-from-home customer service or virtual call center experience is strongly encouraged.
Bilingual candidates encouraged to apply

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