Customer Service Representative

Safety, accuracy, and exceptional customer service are at the core of everything we do.

Description:

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

Key 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

Skills/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.

Other Requirements:

• 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)

• Bilingual candidates encouraged to apply

• 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.