Customer Service Representative in Virginia at RUI USA, LLC

About Us:

RUI is a leading business process outsourcing (BPO) provider delivering best-in-class customer engagement and retention solutions for over 25 years. Our teams are built on empathy, active listening, and meaningful human connection. We train with intention, so that every agent has the tools to exceed customer expectations and build lasting loyalty.

Job Title: Customer Service Representative

Pay Range: $18.00 per hour

Location/Job Type: Remote – Work from Home / Full-Time Hourly

Job Description:

Are you ready to join a fast-growing, customer-focused company? RUI is seeking energetic and dedicated Customer Service Representatives (Brand Ambassadors) to handle inbound and outbound calls for a partner in the Utilities industry. As a Brand Ambassador, you'll be an essential part of our mission to deliver excellent customer service, resolve issues promptly, and exceed customer expectations. We’re looking for individuals who thrive in a customer service environment and are excited to deliver exceptional service over the phone. If you’re positive, motivated, and eager to learn, we want to hear from you!

The role involves assisting customers with various billing inquiries, service interruptions, and payment options, ensuring their continued service.

Now hiring in: GA, NC, SC, OH, OK, VA, KS, MO, TX, TN, AL, FL

Note: Previous applicants need not apply.

Key Responsibilities:

Engagement with Customers: Handle inbound and outbound calls from customers with professionalism, listen to their needs, and addressing any concerns related to billing, services, and outages.

Billing and Payments Support: Educate customers on billing cycles, payment options, and troubleshooting service interruptions. Offer solutions, such as payment arrangements or referrals to alternate payment methods, to maintain service continuity.

Emotional Intelligence and De-escalation: Use emotional intelligence to manage sensitive situations. Handle upset or distressed customers effectively, de-escalating issues while delivering difficult information with empathy and professionalism.

System Management: Utilize internal systems and technology to update accounts, track customer interactions, and document all actions taken to resolve issues.

First Call Resolution: Ensure that customer inquiries are fully resolved during the first call, utilizing problem-solving skills and making sure all customer concerns are addressed.

Desired Skills and Attributes:

5+ years of prior experience in customer service (call centers, retail, or face-to-face interactions) is preferred but not required. Previous soft collections experience is a plus.

Both verbal and written communication must be professional and clear. Strong listening skills are essential.

Comfort with using computers, email, internet browsers, search engines, and various data management systems. Quick learner when it comes to new technology and software.

Ability to build rapport with customers, empathize with their challenges, and remain patient and calm in difficult situations.

Ability to work independently while contributing to a team environment. Maintain a positive attitude, even when managing multiple priorities or difficult situations.

Thrive in a fast-paced environment where things can change quickly, and ambiguity may arise.

What We Offer:

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