Customer Service Representative

Job Title:

Customer Service Representative Location:

Gastonia, NC 28056

Pay Rate:

$20-21/h

Duration:

12-Month Contract Job Description We are seeking a dedicated Customer Service Representative to serve as the frontline connection between customers and essential service operations. This role is responsible for delivering exceptional customer support by handling billing inquiries, payment assistance, service requests, account concerns, and credit-related challenges. The ideal candidate will possess strong communication, problem-solving, and customer service skills while maintaining professionalism in a fast-paced environment. Responsibilities Respond professionally to incoming customer calls and establish trust-based relationships Identify customer needs and provide efficient, courteous solutions Handle billing inquiries, payment arrangements, service requests, and account updates Assist customers experiencing credit difficulties and service termination notices Support customers during gas-related emergency situations Negotiate payment plans while adhering to regulatory guidelines Accurately document account interactions and follow-up actions Utilize customer information systems and internal applications daily Meet productivity, quality, and customer satisfaction goals Perform administrative and account support tasks as needed Maintain adherence to operational policies and procedures Work collaboratively with team members to deliver excellent service Requirements Proven verbal and written communication skills Strong analytical thinking and problem-solving ability Excellent customer service and negotiation skills Ability to work independently with minimal supervision Proficiency in Microsoft Office (Word, Excel, Outlook) Ability to multitask and work under pressure Strong interpersonal and de-escalation skills Flexibility to work varying shifts, including nights, weekends, and emergency situations Ability to pass background and drug screening Preferred Qualifications 3+ years of customer service or customer contact experience Bilingual in English/Spanish Knowledge of billing systems, credit processes, and customer account management Work Environment Office-based work environment Training schedule: Monday-Friday, 8:00 AM - 5:00 PM Full-time onsite for the first 6 months Potential remote work eligibility after 6 months based on performance and business needs

Pay:

$20.00 - $21.00 per hour Application Question(s): Are you available for an on-site interview?

Experience:

Customer service: 1 year (Required) Call center: 1 year (Required)

Location:

Gastonia, NC 28056 (Required) Ability to

Commute:

Gastonia, NC 28056 (Required)

Work Location:

In person