Customer Service Representative (Gastonia, NC) - Hybrid

Work options: Hybrid 1-

Year Contract Pay Rate:

$20 - $21/hour (W2), depending on experience

Hybrid:

800 Gaston Road Building A Main Gastonia, NC 28056 At Enbridge, our goal is to be the first-choice energy delivery company in North America and beyond—for customers, communities, investors, regulators and policymakers, and employees. To meet that goal, Enbridge is partnering with Raise—a leading recruitment firm that specializes in IT, Technical, and Engineering staffing. Together, Raise and Enbridge are building teams that are rising to meet the growing energy needs of North America. If you're looking for a challenging role that will make the most of your skills while allowing you to make an impact, this is it. Enbridge is hiring a Customer Service Representative right now—when you apply, Raise will review your application within 48 hours and contact qualified applicants for interviews. About the

Role:

As a Customer Service Representative, you will be the frontline connection between our company and the customers we serve. In this role, you will address inquiries, resolve issues, and support customers with billing, payments, service requests, and other account-related concerns. You will also play a key role in assisting customers through challenging situations, including credit difficulties while using your communication skills, empathy, and attention to detail to create a positive customer experience.

Key Responsibilities:

Respond professionally and efficiently to incoming customer calls, building trust and rapport. Listen actively to understand customer needs, providing prompt and courteous solutions. Assist customers experiencing credit challenges, service termination notices, or potential gas-related emergencies. De-escalate difficult conversations and apply sound judgment when managing irate or distressed customers. Work in alignment with performance standards, regulatory requirements, and company expectations to ensure high-quality service delivery. Apply established guidelines to negotiate payment plans that comply with regulatory requirements. Make appropriate referrals to internal or external departments or agencies for additional support. Use the Customer Information System and related applications effectively on a daily basis. Ensure all work is completed accurately and reflects required processes, procedures, and account follow-up. Perform related administrative tasks as needed. Meet or exceed customer satisfaction, quality, and productivity targets.

Demonstrate and uphold company values:

Safety, Integrity, Respect, Inclusion, and High Performance. Work independently and collaboratively as part of a team to deliver safe, reliable, and cost-effective energy to customers.

Scope/Dimensions:

Act as a key customer-facing representative, supporting safe, reliable energy delivery. Maintain a customer-centric approach in every interaction. Operate independently while contributing to a cohesive team environment. Contacts (Working Relationships): Customer Care colleagues External and internal customers

Qualifications:

Required:

Strong verbal and written communication skills. Ability to use good judgment and work with minimal supervision. Excellent analytical thinking, decision‑making, negotiation, and problem‑solving skills. Basic proficiency with computers, including Customer Information Systems and Microsoft Office (Word, Excel, Outlook). Foundational understanding of internal policies, procedures, billing, rates, credit, energy usage, and customer accounts. Ability to de-escalate challenging customer interactions. Capability to identify and resolve routine issues. Willingness to work various shifts, including nights, weekends, and during emergencies. Ability to multitask, manage competing priorities, and perform under pressure. Strong interpersonal and teamwork skills. Punctuality and effective time management. Flexibility regarding schedule changes. Ability to successfully pass a background check and drug screening.

Preferred:

Three or more years of customer contact or call center experience. Understanding of the company's goal to be the first choice of customers and the role of Customer Care in supporting that vision. Bilingual proficiency in English and Spanish.

Working Conditions:

Office-based work environment.

Training schedule:

Monday-Friday, 8:00 a.m. to 5:00 p.m. Customer Contact Representatives are required to work on-site for the first six months of employment. After six months, remote work may be available based on performance and business needs. Remote work availability is subject to change depending on operational requirements.

Please note:

Successful applicants will be employees of Raise, working at Enbridge facilities with both Enbridge and contract employees. Applying with Raise Raise is an established IT and engineering hiring firm with over 60 years' experience connecting talented candidates with meaningful work. When you apply, you'll get more than just a chance at a great job—you'll become part of a vast network of employers that are always changing. We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at +1 800-567-9675 or hello@raiserecruiting.com #ENBC