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Customer Service Representative - Remote (South Carolina Only)
About the position
The Customer Service Representative is responsible for managing a high volume of inbound calls while accurately documenting excavation and utility locate information in a web-based system. The candidate must possess excellent verbal and written communication skills. In addition, maintain a positive & professional attitude when handling calls, with a sense of urgency. Be able to accurately plot site locations on a map. This position is open to candidates in South Carolina and is fully remote. The company will provide the needed equipment. This role requires: Strong active listening skills Accurate data entry Excellent verbal communication Calmness under pressure Critical thinking Ability to manage difficult or complex customer situations Ability to multitask in a fast-paced call center environment Ideal candidates will have previous experience in: High-volume call centers Banking customer support Insurance claims or member services Financial services contact centers Emergency dispatch/customer support Technical support Healthcare customer service Utilities or telecommunications support
Responsibilities
- Accurately record data from the caller on inbound telephone lines and process notices. Individuals must also accurately provide the caller with pertinent and legally required information for each locate notice.
- Handle high-volume inbound customer service calls with professionalism and urgency
- Accurately collect, document, and process excavation locate requests
- Provide callers with legally required and safety-related information
- Navigate multiple computer systems and web-based applications simultaneously
- Maintain exceptional attention to detail while multitasking
- De-escalate difficult customer interactions and resolve concerns effectively
- Plot and verify excavation site locations using mapping tools
- Meet productivity, quality assurance, and performance metrics in a call center environment
- Support operational efficiency and public safety initiatives
- Maintain confidentiality and compliance with company procedures
- Perform additional duties as assigned by leadership
Requirements
- Be able to type at least 45 wpm accurately (or at least 14,500 kph)
- Able to process excavation information precisely and adhere to standards set forth by the Company
- Ability to understand and listen effectively to customer situations while maintaining company interests
- Handle a high volume of telephone contacts that may include difficult and demanding customer situations
- Have effective time management skills and manage work in a fast-paced environment
- Handle repetition of tasks throughout the workday
- Score acceptable or set goals on evaluations composed by Management.
- Ability to stand or sit for considerable lengths of time.
- Work in a confined workspace for a long period of time, attached to a telephone headset, and enter data
- Must be willing to undergo a background check, in accordance with local law/regulations.
- Minimum requirement is a high school diploma or equivalent
- 2 years of customer service experience required
- Be able to pass an assessment test for typing and customer service skills
- Must have minimum internet speeds required: 3 Mbps upload/10 Mbps download (Company will provide a link to a test to confirm)
- Must reside and be able to work remotely from within the State of South Carolina.
- Must pass a background check and drug screen prior to hire.
Nice-to-haves
- Previous remote/work-from-home customer service or virtual call center experience is strongly encouraged.
- Bilingual candidates encouraged to apply
Benefits
- Company-provided equipment
- Paid Time-Off
- Medical
- Dental
- Vision Benefits
- 401K
- Career Growth
