Customer Service Representative

Customer Service Representative

Gastonia, NC 28056

Duration: 12+ Months Contract

Pay Rate: $20 per hour on W2

We are seeking a Customer Service Representative to join a fast‑paced Customer Care team supporting residential and commercial utility customers. This role is responsible for delivering exceptional customer service by handling billing inquiries, payment arrangements, service requests, account concerns, and emergency‑related calls while ensuring compliance with company procedures and regulatory requirements.

• Respond to inbound customer calls professionally and efficiently
• Build trust with customers by providing timely resolutions and excellent service
• Assist customers with billing inquiries, payment plans, service notices, and account‑related concerns
• Handle difficult customer interactions and effectively de‑escalate escalated situations
• Support customers experiencing credit or payment difficulties and provide appropriate referrals when needed
• Maintain accurate documentation and follow established processes and procedures
• Utilize Customer Information Systems and Microsoft Office tools daily
• Meet productivity, quality, and customer satisfaction goals
• Collaborate effectively with internal teams and departments
• Support emergency‑related customer situations as required

• Strong verbal and written communication skills
• Excellent customer service, negotiation, and problem‑solving abilities
• Ability to work independently with minimal supervision
• Proficiency with Microsoft Office applications and computer systems
• Strong multitasking and time management skills
• Ability to work under pressure in a fast‑paced environment
• Flexibility to work varying shifts, nights, weekends, and emergency schedules
• Ability to successfully complete a background check and drug screening

• 3+ years of customer service or customer contact experience
• Experience handling billing, payment arrangements, or account management

• Office‑based environment
• Training schedule:
  Monday–Friday, 8:00 AM – 5:00 PM
• First 6 months onsite full‑time
• Potential remote work opportunity after 6 months based on performance and business needs

If you are passionate about customer service and enjoy helping customers navigate challenging situations, we encourage you to apply.

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

As an Equal Opportunity Employer, Intelli Pro 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