Customer Service Representative - Canton, OH in CANTON, Ohio at Utility Pipeline Ltd

Customer Service Representative

Location: Canton, Ohio
Employment: Fulltime
Department: Customer Service
Reports To: Customer Service Manager

About Utility Pipeline Ltd.

Utility Pipeline Ltd. (UPL) is a natural gas distribution management company providing engineering, construction, maintenance, and operational services across multiple states. With a strong commitment to safety, integrity, and teamwork, we deliver reliable and affordable energy solutions to communities while investing in our employees’ success and development.

Why Join UPL

At UPL, you'll build a career in a stable, essential industry where you contribute to the safe and reliable delivery of natural gas to the communities we serve. We provide the tools, training, and support you need to succeed while offering a team-focused environment where every employee is valued, heard, and empowered to contribute to our success.

What Sets Us Apart

Position Summary

The Customer Service Representative serves as the voice of UPL, delivering exceptional support to customers by phone and fostering a positive customer experience with every interaction. The Customer Service Representative assists customers with account inquiries, payments, service requests, new service applications, and other service-related needs while maintaining accurate records and collaborating with internal teams to resolve issues efficiently. The ideal candidate for the Customer Service Representative position is friendly, patient, organized, and dedicated to providing outstanding customer care.

Key Responsibilities

• Answer incoming customer calls regarding their natural gas service including account questions, payments, billing inquiries, service requests, and customer concerns.
• Provide accurate information and timely assistance while maintaining a professional and courteous phone presence.
• Process customer payments through the banking system and accurately batch, total, and scan checks received by mail.
• Open, update, cancel, and maintain customer accounts while ensuring information is entered accurately and completely.
• Process applications, releases, cancellations, adjustments, changes, requests, fees, invoices, utility-assistance documentation, and related paperwork.
• Listen carefully to customer concerns, identify issues, and work toward prompt and effective resolutions.
• Communicate updates and next steps to customers regarding service requests, account changes, or issue resolution.
• Document customer interactions, inquiries, complaints, comments, and resolutions in the appropriate system.
• Confirm that account and service requests have been completed and follow up when necessary.
• Escalate unresolved or specialized concerns to the appropriate department for further review.
• Work closely with field technicians, customer service leadership, billing, and other departments to ensure a seamless customer experience.
• Utilize Google Earth and other available tools to support new-service inquiries and customer requests.
• Maintain confidentiality of customer information and comply with company policies and procedures.
• Perform other related duties as assigned.

Qualifications

Education

• High school diploma or equivalent required.

Experience & Requirements

• 1+ years of customer service, call center, contact center, administrative support, or related experience preferred.
• Experience processing payments, maintaining customer records, and performing data entry preferred.
• Proficiency in Microsoft Office, including Word, Excel, and Outlook,
• Ability to learn customer information, billing, banking, and related business systems.

Skills & Competencies

• Outstanding verbal communication and telephone customer service skills.
• Strong active listening and problem-solving abilities.
• Ability to remain calm, professional, and courteous when handling difficult customer situations.
• Strong attention to detail and data-entry accuracy.
• Excellent organizational and time-management skills.
• Ability to multitask while maintaining quality and accuracy.
• Ability to work independently and collaboratively in a team environment.
• Dependable follow-through and commitment to customer satisfaction.

What We Offer:

• Competitive Pay & above market 401(k) with Company Match
• A people-first culture
• Medical, Dental, Vision & Company-Paid Life Insurance
• PTO Starts Immediately, Paid Holidays & Your Birthday Off
• Work-Life Balance with Flexibility and a Supportive Team Environment
• Gym Membership Reimbursement
• Healthcare FSA & Dependent Care FSA with Company Contributions
• Employee Assistance Program (EAP)
• Employee Appreciation Events & Recognition Programs
• Career Development & Tuition Reimbursement

Apply Today

The Customer Service Representative role offers an opportunity to make a meaningful impact by helping customers over the phone while supporting the safe and reliable delivery of natural gas. At UPL, you'll join a team that values communication, collaboration, and service excellence while providing opportunities for growth and development in a stable, essential industry.

Utility Pipeline Ltd. is committed to providing equal employment opportunities and maintaining a workplace free from discrimination and harassment. We welcome diverse perspectives, experiences, and backgrounds and believe an inclusive culture strengthens our organization and drives innovation.

We are proud to be an Equal Opportunity Employer and make employment decisions based on qualifications, merit, business needs, and potential. We are committed to providing equal employment opportunities to all applicants and employees and to maintaining a workplace free from discrimination and harassment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law.