Remote Customer Support Engineer Jobs in Lancaster, PA

Join Columbia Gas, a NiSource company, as a full-time Remote Customer Service Representative. In this role,you'lldeliver exceptional support by handling customer inquiries about utility bills, service requests, account transfers, and emergency calls.We'relooking for dependable professionals withstrong communicationskills, 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 signon bonus paid in two installments: $250 on the first paycheck and $250 after 6 months of employment.

Essential Position Requirements

• MustresideinKentuckyorPennsylvaniaANDbewithin 80 miles or lessfrom one of the Columbia Gas facilitieslocatedbelow (Proof ofcompliance will berequireduponselection):

• Columbia Gas of Kentucky, 2001 Mercer Road Lexington, KY 40511

• Columbia Gas of Pennsylvania,12 Sandstone Way, Dunbar, PA 15431OR 1600 Colony Rd York, PA 17408

• Must be available from7:00 am - 7:00 pm Monday - Fridayand 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 notpermitted.Proof ofcompliance will berequireduponselection.

• A smartphone isrequiredto install a secure VPNapplication.

• 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 berequiredto support business needs or emergencies.

• Successful applicants willbe requiredto complete a CSR Aptitude Assessment. If offered a position, candidates willbe requiredto pass a Background and Drug test.

Please note: Due to our commitment to serving our customers,all listed requirements are essential for this role.

Ideal candidatesdemonstratea strong desireto 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.

KeyResponsibilities

• 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 fortimelyresolution.

• 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.

• Assistcustomers with credit and payment arrangements.

• Guide customers toappropriate self-servicechannels 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 sharedobjectives.

Required Qualifications

• Must be at least 18 years of age.

• High school diploma or equivalentrequired.

• 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.

Preferred Qualifications

• 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).

We value the contributionsyou'llbring to NiSource Corporate Services and support your professional growth.

Please note:If offered this position, you must obtain supervisor approval before applying for other roles within NiSource during the first 12 months of employment as a Customer Service Representative.