Customer Service Representative

Customer Service Representative – Remote (South Carolina Only)<br /><br />Location: Remote – Must Reside in South Carolina<br />Job Type: Full-Time<br />Industry: Customer Service | Call Center | Public Safety | Utilities | Operations Support<br />Schedule: Monday-Friday 8:30 am - 5:30 pm. Schedule may vary based on call volume, Overtime required<br />Minimum Internet speeds required: 3 Mbps upload/10 Mbps download<br />Compensation: $17.77 + Potential Performance Bonuses<br />Perks: Company-provided equipment, Paid Time-Off, Medical, Dental, and Vision Benefits, 401K, Career Growth, the list goes on and on!<br />Make an Impact While Building Your Career<br />Are you an experienced Customer Service Representative, Call Center Agent, or Contact Center Professional who thrives in a fast-paced, high-volume environment? Do you excel at handling complex customer interactions, critical calls, and time-sensitive situations with professionalism and urgency?<br />We are seeking motivated, detail-oriented professionals with backgrounds in banking, insurance, healthcare, utilities, telecommunications, emergency dispatch, or high-volume customer support to join our fully remote team.<br />This is an opportunity to use your communication, problem-solving, and multitasking skills to support public safety initiatives across South Carolina while working from home.<br />Previous remote/work-from-home customer service or virtual call center experience is strongly encouraged.<br />What Makes This Role Different?<br />We DO NOT handle:<br />Collections<br />Telemarketing<br />Cold calling<br />Door-to-door sales<br />Instead, our team supports critical public safety communication services that help prevent underground utility damage and protect communities throughout South Carolina.<br />About Us<br />SC811 is South Carolina's "Call Before You Dig" contact center. We help homeowners, contractors, excavators, and businesses submit locate requests before digging or excavation begins.<br />Our work helps prevent:<br />Utility outages<br />Property damage<br />Service interruptions<br />Workplace accidents<br />Serious injuries and fatalities<br />Safety, accuracy, and exceptional customer service are at the core of everything we do.<br />Description:<br />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 &amp; 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.<br />This role requires:<br />Strong active listening skills<br />Accurate data entry<br />Excellent verbal communication<br />Calmness under pressure<br />Critical thinking<br />Ability to manage difficult or complex customer situations<br />Ability to multitask in a fast-paced call center environment<br />Ideal candidates will have previous experience in:<br />High-volume call centers<br />Banking customer support<br />Insurance claims or member services<br />Financial services contact centers<br />Emergency dispatch/customer support<br />Technical support<br />Healthcare customer service<br />Utilities or telecommunications support<br />Key Responsibilities:<br />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.<br />Handle high-volume inbound customer service calls with professionalism and urgency<br />Accurately collect, document, and process excavation locate requests<br />Provide callers with legally required and safety-related information<br />Navigate multiple computer systems and web-based applications simultaneously<br />Maintain exceptional attention to detail while multitasking<br />De-escalate difficult customer interactions and resolve concerns effectively<br />Plot and verify excavation site locations using mapping tools<br />Meet productivity, quality assurance, and performance metrics in a call center environment<br />Support operational efficiency and public safety initiatives<br />Maintain confidentiality and compliance with company procedures<br />Perform additional duties as assigned by leadership<br />Skills/Requirements:<br />Be able to type at least 45 wpm accurately (or at least 14,500 kph)<br />Able to process excavation information precisely and adhere to standards set forth by the Company<br />Ability to understand and listen effectively to customer situations while maintaining company interests<br />Handle a high volume of telephone contacts that may include difficult and demanding customer situations<br />Have effective time management skills and manage work in a fast-paced environment<br />Handle repetition of tasks throughout the workday<br />Score acceptable or set goals on evaluations composed by Management.<br />Other Requirements:<br />Ability to stand or sit for considerable lengths of time.<br />Work in a confined workspace for a long period of time, attached to a telephone headset, and enter data<br />Must be willing to undergo a background check, in accordance with local law/regulations.<br />Minimum requirement is a high school diploma or equivalent<br />2 years of customer service experience required<br />Be able to pass an assessment test for typing and customer service skills<br />Must have minimum internet speeds required: 3 Mbps upload/10 Mbps download (Company will provide a link to a test to confirm)<br />Bilingual candidates encouraged to apply<br />Must reside and be able to work remotely from within the State of South Carolina.<br />Must pass a background check and drug screen prior to hire.<br /><br />