Customer Care Representative

Position: 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

About Us:

Founded in 2009, IntelliPro is a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. We continue leading global talent solutions with a dynamic presence in over 160 countries, including the USA, China, Canada, Singapore, Japan, Philippines, UK, India, Netherlands, and the EU.

IntelliPro, a global leader connecting individuals with rewarding employment opportunities, is dedicated to understanding your career aspirations. As an Equal Opportunity Employer, IntelliPro values diversity and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected group status. Moreover, our Inclusivity Commitment emphasizes embracing candidates of all abilities and ensures that our hiring and interview processes accommodate the needs of all applicants. Learn more about our commitment to diversity and inclusivity at https://intelliprogroup.com/.

Compensation: The pay offered to a successful candidate will be determined by various factors, including education, work experience, location, job responsibilities, certifications, and more. Additionally, IntelliPro provides a comprehensive benefits package, all subject to eligibility.