Remote Customer Service Representative - OH & PA

Join Columbia Gas, a NiSource company – Remote Customer Service Representative

Join Columbia Gas, a NiSource company, as a full‑time Remote Customer Service Representative. In this role you’ll deliver exceptional support by handling customer inquiries about utility bills, service requests, account transfers, and emergency calls.

Starting pay is $21.00 per hour, plus a $500 sign‑on bonus paid in two installments: $250 on the first paycheck and $250 after six months of employment.

• Must reside in Ohio or Pennsylvania and be within 80 miles or less from one of the Columbia Gas facilities (Columbia Gas of Ohio, 290 W Nationwide Blvd, Columbus, OH 43215; Columbia Gas of Pennsylvania, 12 Sandstone Way, Dunbar, PA 15431).
• Must be available from 7:00 am – 7:00 pm Monday‑Friday and attend 100 % of the 13‑week training program.
• Must be able to work from a secure, private home office with minimal distractions, including ergonomic equipment such as a computer desk and chair.
• Must maintain a hardwired high‑speed internet connection with minimum speeds of 75 Mbps download and 15 Mbps upload (Wi‑Fi and satellite connections are not permitted). Proof of compliance will be required upon selection.
• A smartphone is required to install a secure VPN application.
• This position is primarily remote; employees must have reliable transportation to travel to their designated Columbia Gas facility as needed. First day will be on‑site for orientation and occasional in‑office visits may be required to support business needs or emergencies.
• Successful applicants will be required to complete a CSR Aptitude Assessment and, if offered a position, pass a Background and Drug test.
• Due to our commitment to serving our customers, all listed requirements are essential for this role.

Ideal candidates demonstrate a strong desire to 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.

• 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 for timely resolution.
• 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.
• Assist customers with credit and payment arrangements.
• Guide customers to appropriate self‑service channels 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 shared objectives.

• Must be at least 18 years of age.
• High school diploma or equivalent required.
• Minimum of one year of customer service experience.
• Proficient computer skills, including navigating multiple tabs, windows, and systems.
• Ability to type at least 25 words per minute.
• Strong written and verbal communication skills.
• For bilingual candidates:
  Fluent in English and Spanish with strong written communication skills in both languages.

• 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.

We value the contributions you’ll bring 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 twelve months of employment as a Customer Service Representative.

As a public utility, NiSource is required to provide continuous service to customers at all times. To ensure we fulfill that obligation, employees may be…