[Remote] Customer Service Representative

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.ResponsibilitiesHandle high-volume inbound customer calls in a professional and courteous mannerProvide information regarding customer accounts, balances, payment options, and billing inquiriesProcess payment arrangements and due date extensionsAssist customers with turn-off notice extensions and collections-related inquiriesIdentify accounts receiving energy assistance and understand applicable program requirementsDetermine account collection status and communicate available optionsQuote restoration amounts and reconnection feesDocument customer interactions accurately and completelyUtilize customer information systems and CRM applications to access account informationResolve customer issues during the initial contact whenever possibleMaintain compliance with all utility regulations, customer privacy requirements, and company proceduresEscalate complex issues appropriatelyParticipate in ongoing training, coaching, and quality assurance reviewsMeet established performance, attendance, and productivity expectationsSkillsHigh School Diploma or GED requiredMinimum one (1) year of customer service or call center experience preferredStrong verbal and written communication skillsAbility to navigate multiple systems simultaneouslyStrong problem-solving and customer service skillsAbility to work independently in a fast-paced environmentAbility to pass a background investigation and drug screeningUtility, energy, collections, or billing customer service experienceExperience with Oracle CC&B, CRM systems, or similar customer account platformsExperience working in a regulated customer service environmentPrevious remote contact center experienceCompany OverviewThe 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.