Customer Service Representative - Canton, OH

Utility Pipeline Ltd•Canton, OH

2d•$35,000 - $40,000•Onsite

About The Position

The Customer Service Representative serves as the voice of UPL, delivering exceptional support to customers by phone and fostering a positive customer experience with every interaction. The Customer Service Representative assists customers with account inquiries, payments, service requests, new service applications, and other service-related needs while maintaining accurate records and collaborating with internal teams to resolve issues efficiently. The ideal candidate for the Customer Service Representative position is friendly, patient, organized, and dedicated to providing outstanding customer care.

Requirements

High school diploma or equivalent required.
1+ years of customer service, call center, contact center, administrative support, or related experience preferred.
Experience processing payments, maintaining customer records, and performing data entry preferred.
Proficiency in Microsoft Office, including Word, Excel, and Outlook,
Ability to learn customer information, billing, banking, and related business systems.
Outstanding verbal communication and telephone customer service skills.
Strong active listening and problem-solving abilities.
Ability to remain calm, professional, and courteous when handling difficult customer situations.
Strong attention to detail and data-entry accuracy.
Excellent organizational and time-management skills.
Ability to multitask while maintaining quality and accuracy.
Ability to work independently and collaboratively in a team environment.
Dependable follow-through and commitment to customer satisfaction.

Responsibilities

Answer incoming customer calls regarding their natural gas service including account questions, payments, billing inquiries, service requests, and customer concerns.
Provide accurate information and timely assistance while maintaining a professional and courteous phone presence.
Process customer payments through the banking system and accurately batch, total, and scan checks received by mail.
Open, update, cancel, and maintain customer accounts while ensuring information is entered accurately and completely.
Process applications, releases, cancellations, adjustments, changes, requests, fees, invoices, utility-assistance documentation, and related paperwork.
Listen carefully to customer concerns, identify issues, and work toward prompt and effective resolutions.
Communicate updates and next steps to customers regarding service requests, account changes, or issue resolution.
Document customer interactions, inquiries, complaints, comments, and resolutions in the appropriate system.
Confirm that account and service requests have been completed and follow up when necessary.
Escalate unresolved or specialized concerns to the appropriate department for further review.
Work closely with field technicians, customer service leadership, billing, and other departments to ensure a seamless customer experience.
Utilize Google Earth and other available tools to support new-service inquiries and customer requests.
Maintain confidentiality of customer information and comply with company policies and procedures.
Perform other related duties as assigned.