Remote Inside Services Representative – Customer Ticket Rescheduling & Utility Locate Specialist (Work‑From‑Home – Indianapolis, IN)

About Our Company – Transforming Utility Services for a Connected Future

Welcome to a dynamic organization that powers the backbone of modern infrastructure. For over two decades, we have partnered with utility providers, construction firms, and governmental agencies to deliver reliable, safe, and efficient utility locating services across the United States. Our mission is simple yet ambitious: to guarantee that every underground utility is accurately identified, documented, and protected, keeping communities safe and projects on schedule.

Our success is built on a culture of innovation, collaboration, and relentless commitment to customer satisfaction. As we expand our remote workforce, we are looking for dedicated professionals who share our passion for precision, accountability, and service excellence. If you thrive in a fast‑paced environment, enjoy solving real‑world problems, and appreciate the flexibility of a work‑from‑home role, you have found your next career home.

Role Overview – What It Means to Be an Inside Services Representative

As an Inside Services Representative you will serve as the critical communication hub between our field technicians, on‑call contractors, and utility customers. Your primary focus will be to manage ticket rescheduling, verify utility locate status, and ensure that every service request is accurately reflected in our USIC Ticket Pro system. This position is fully remote, but candidates must reside in the Indianapolis, IN metro area to meet compliance and regional knowledge requirements.

Working an 8 am EST start time, you will experience a blend of structured shifts and occasional overtime, especially during peak seasonal volumes. Your efforts directly influence project timelines, safety standards, and overall customer satisfaction, making you an indispensable member of our service delivery team.

Key Responsibilities – Your Daily Impact

• Ticket Rescheduling Management: Initiate and coordinate rescheduling of service tickets with USIC field staff and contracted technicians via phone, email, and internal messaging platforms.
• System Documentation: Accurately log every interaction, status change, and follow‑up action within the USIC Ticket Pro system, ensuring real‑time visibility for all stakeholders.
• Utility Locate Verification: Review and confirm the status of utility locates for assigned customers, guaranteeing that all required permits and safety checks are completed before field work begins.
• Customer Communication: Provide courteous, timely, and informative responses to utility customers, addressing any questions related to ticket status, scheduling, or locate requirements.
• Collaboration with Field Teams: Act as the liaison between internal dispatch coordinators and external contractors, facilitating smooth handoffs and minimizing delays.
• Overtime Coordination: When seasonal demand spikes, proactively manage extended work hours, ensuring compliance with overtime policies and accurate time‑keeping.
• Continuous Process Improvement: Identify bottlenecks or recurring issues in ticket flow and suggest actionable improvements to senior leadership.
• Compliance & Reporting: Adhere to all regulatory guidelines, safety standards, and internal policies while generating regular performance reports for management review.

Essential Qualifications – What You Must Bring

• High school diploma or GED required; associate’s or bachelor’s degree in business, communications, or a related field is strongly preferred.
• Minimum of 1–2 years of experience in a customer‑service, call‑center, or administrative support role, preferably within the utilities or construction sector.
• Demonstrated proficiency with ticketing or CRM systems (experience with USIC Ticket Pro, ServiceNow, or Salesforce is a plus).
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and professionally.
• Strong organizational abilities and keen attention to detail, ensuring accurate documentation and follow‑up.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and comfort navigating web‑based applications.
• Reliable high‑speed internet connection, a dedicated home office space, and a functional headset for uninterrupted calls.
• Eligibility to work in the United States; must reside within the Indianapolis, IN geographical region.

Preferred Qualifications – Adding an Edge to Your Application

• Experience working remotely in a fast‑paced, deadline‑driven environment.
• Prior exposure to utility locating processes, construction project coordination, or field service management.
• Certification in customer service excellence (e.g., HDI, CompTIA CSMA).
• Familiarity with OSHA regulations and safety protocols related to underground utilities.
• Ability to interpret technical drawings or utility schematics.

Core Skills & Competencies – The Traits of a Successful Representative

• Problem‑Solving: Quickly assess issues, determine root causes, and implement effective resolutions.
• Time Management: Prioritize multiple tickets simultaneously while meeting strict deadlines.
• Interpersonal Skills: Build rapport with field technicians, contractors, and customers, fostering trust and collaboration.
• Adaptability: Thrive in a dynamic environment where priorities may shift based on seasonal demand.
• Data Integrity: Maintain accurate records and ensure information is up‑to‑date and reliable.
• Tech Savvy: Quickly learn new software tools and leverage technology to enhance workflow efficiency.

Career Development & Learning Opportunities – Grow With Us

We believe that investing in our people is the key to long‑term success. As an Inside Services Representative, you will have access to a robust learning ecosystem that includes:

• Comprehensive Onboarding: A structured 30‑day onboarding program covering company culture, system training, and role‑specific best practices.
• Mentorship Programs: Pairing with seasoned senior representatives who provide guidance, feedback, and career advice.
• Professional Certifications: Company‑sponsored certification pathways (e.g., ITIL, Six Sigma, customer service excellence) to deepen your expertise.
• Career Pathways: Clear advancement tracks leading to Senior Inside Services Lead, Operations Supervisor, or Customer Experience Manager roles.
• Cross‑Functional Exposure: Opportunities to collaborate with field operations, project management, and safety teams, broadening your industry knowledge.
• Continuing Education Stipends: Annual budget for courses, webinars, or conferences relevant to utility services and remote workforce productivity.

Work Environment & Company Culture – What It’s Like to Be Part of Our Team

Even though you’ll be working from the comfort of your home, you’ll never feel isolated. Our culture is built on the pillars of transparency, respect, and empowerment. Highlights include:

• Virtual Team Huddles: Daily stand‑up meetings via video conference to align priorities and celebrate wins.
• Diverse & Inclusive Community: We actively recruit veterans, military spouses, and individuals from underrepresented backgrounds, fostering a rich tapestry of perspectives.
• Well‑Being Initiatives: Access to mental‑health resources, ergonomic home‑office assessments, and regular wellness challenges.
• Recognition Programs: Employee‑of‑the‑Month awards, peer‑to‑peer shout‑outs, and performance‑based bonuses.
• Flexible Scheduling: While the core shift begins at 8 am EST, we offer flexibility for occasional remote work during non‑core hours to accommodate personal commitments.

Compensation, Perks & Benefits – Your Total Rewards Package

We offer a competitive hourly wage of $16/hour, supplemented by overtime pay during peak periods. In addition to base compensation, our comprehensive benefits package includes:

• Health Coverage: Medical, dental, and vision plans with employer contributions.
• Retirement Savings: 401(k) plan with company matching up to 4% of salary.
• Paid Time Off: Generous PTO accrual, including holidays, sick days, and personal leave.
• Employee Assistance Program (EAP):** Confidential counseling, financial planning, and legal resources.
• Technology Stipend: Quarterly allowance for home‑office equipment, internet upgrades, and ergonomic accessories.
• Performance Bonuses: Quarterly incentive programs based on key performance metrics and customer satisfaction scores.
• Veteran & Military Support: Dedicated resources, mentorship, and recognition of service‑related experience.