Remote Call Center Representative – Utility Billing and Customer Queries

Progressive Technology is seeking a reliable, detail-oriented, and customer-focused Remote Call Center Representative to support utility billing services and customer account inquiries. This role is entirely remote and tailored for U.S.

-based candidates who are comfortable handling both inbound and outbound calls in a fast-paced, service-driven environment. As a part of our growing virtual support team, you will provide first-contact resolution to residential utility customers, answer billing queries, and troubleshoot account-related issues.

• Handle incoming calls from customers regarding billing statements, payments, account balances, and service inquiries.

• Assist customers with setting up, modifying, or terminating utility services.

• Investigate and resolve discrepancies or complaints related to billing or usage.

• Document all customer interactions accurately in CRM systems.

• Escalate complex issues to the appropriate department for timely resolution.

• Guide customers through online payment portals and account management tools.

• Maintain a positive, empathetic, and professional attitude toward customers at all times.

• Meet performance targets related to call quality, response time, and customer satisfaction.

• High School Diploma or equivalent (GED) required.

• Excellent verbal and written communication skills.

• Strong active listening and problem-solving abilities.

• Proficiency with basic computer systems and CRM platforms.

• Ability to work independently in a remote setting with minimal supervision.

• Comfortable handling sensitive customer data with discretion and confidentiality.

• Minimum of 6 months to 1 year of experience in a customer service or call center environment, preferably handling billing or utility-related queries.

• Prior remote work experience is a plus but not mandatory.

• 40 hours per week (Full-Time).

• Shift options include morning, mid-day, and evening shifts based on business needs.

• Availability to work weekends or holidays (on a rotational basis) is required.

• Strong attention to detail and organizational skills.

• Basic understanding of billing cycles and payment processing.

• Familiarity with U.S. utility services (electricity, water, gas) is an advantage.

• Ability to handle difficult conversations with professionalism and empathy.

• Multitasking across several screens or systems efficiently.

• Self-motivated and adaptable to change.

• Competitive hourly pay with performance incentives.

• Work-from-home flexibility and zero commute.

• Paid training and continuous learning support.

• Medical, dental, and vision insurance options.

• Paid time off (PTO) and paid holidays.

• Employee wellness and assistance programs.

• Opportunities for internal promotions and career growth.

At Progressive Technology, we believe in putting people first—both customers and employees
. You will join a collaborative and inclusive team that values accountability, innovation, and continuous improvement. With a fully remote setup, excellent work-life balance, and strong support from leadership, this is your opportunity to grow your customer service career with a forward-thinking company that is transforming digital utility support.