Note: The job is a remote job and is open to candidates in USA. DigiDoc, Inc. dba Public Sector Solutions Group is seeking Customer Service Representatives to support a high-volume utility customer contact center. The role involves providing exceptional customer service by handling inbound customer inquiries related to billing, payment arrangements, collections, and account management.
Responsibilities
- Handle high-volume inbound customer calls in a professional and courteous manner
- Provide information regarding customer accounts, balances, payment options, and billing inquiries
- Process payment arrangements and due date extensions
- Assist customers with turn-off notice extensions and collections-related inquiries
- Identify accounts receiving energy assistance and understand applicable program requirements
- Determine account collection status and communicate available options
- Quote restoration amounts and reconnection fees
- Document customer interactions accurately and completely
- Utilize customer information systems and CRM applications to access account information
- Resolve customer issues during the initial contact whenever possible
- Maintain compliance with all utility regulations, customer privacy requirements, and company procedures
- Escalate complex issues appropriately
- Participate in ongoing training, coaching, and quality assurance reviews
- Meet established performance, attendance, and productivity expectations
Skills
- High School Diploma or GED required
- Minimum one (1) year of customer service or call center experience preferred
- Strong verbal and written communication skills
- Ability to navigate multiple systems simultaneously
- Strong problem-solving and customer service skills
- Ability to work independently in a fast-paced environment
- Ability to pass a background investigation and drug screening
- Utility, energy, collections, or billing customer service experience
- Experience with Oracle CC&B, CRM systems, or similar customer account platforms
- Experience working in a regulated customer service environment
- Previous remote contact center experience
Company Overview
The Public Sector Solutions Group is an award-winning Information Technology consulting firm with an emphasis on access to real-time information and an enhanced user experience. It was founded in 2000, and is headquartered in Washington, District of Columbia, USA, with a workforce of 51-200 employees. Its website is https://ps2g.us.