Customer Service Representatives - Emergency (Virginia State Residents)

About the role

Join us and support one of our public utility clients while working with leading technologies and systems as well as a dedicated team of leaders and peers. Because our client is a public utility, we support them and their customers 24/7. Employees must have full availability to work various shifts and be able to work at least one weekend day.

This position must be performed from within the State of Virginia. Employees may not perform work while located outside this region.

Responsibilities

• Deliver excellent customer care and create sustainable value for customers via phone, email, chat, and correspondence.
• Handle various types of customer service calls (e.g., service requests, billing questions, energy conservation advice).
• Manage calls related to power outages and other emergency situations.
• Actively listen and use probing questions to provide resolutions.
• Educate customers on suppliers and energy choice programs.

Requirements

• Excellent verbal and written communication skills.
• Full-time availability with flexibility to work various shifts, including at least one weekend day.
• Driven by solving problems and meeting goals.
• Familiar with Microsoft Office.
• Experienced in customer service with strong multi-tasking skills.
• High school diploma or equivalent.

Pay

Hourly rate: $15 per hour with available performance incentives. Agents working overnight shifts earn an extra $1 overnight premium.

Benefits

• Medical, dental, and vision benefits.
• Paid training and PTO.
• Advancement opportunities – 80% of frontline leaders have been promoted from within.
• Additional pay incentives as well as monthly rewards and recognition programs.
• Employee discounts.
• EAP and health and wellness programs, including a personal trainer dedicated to Sutherland.

About us

As a digital transformation company—and Great Place to Work certified—Sutherland has been helping customers globally achieve greater agility and transform automated customer experiences for over 35 years. We work with some of the world’s most known brands across dozens of industries, including Banking & Financial Services; Insurance; Communications, Media & Entertainment; Healthcare; Retail & Consumer Packaged Goods; Technology; Travel, Transportation, Hospitality & Logistics; and Mortgage Services.