Customer Service Representative II, Contact Center

About the role

Works in a centralized call center; ensures delivery of customer service through fast and accurate response to customer requests and inquiries regarding service, billing, and programs.

Responsibilities

• Assist customers and employees via telephone with routine account inquiries and/or service requests including but not limited to:
  • Payment activity
  • Establish/change service
  • Emergency situations
  • Service/payment disputes
• Research customer account activity utilizing office equipment including but not limited to:
  • Calculators
  • Computers
  • Fax
  • Printer
• Negotiate arrangements for payment of gas bills; provide information concerning governmental agencies and special programs providing assistance.
• Enter customer account activity into Customer Information System (CIS) including but not limited to:
  • Service orders
  • Account corrections/adjustments
• Regular and reliable attendance is required in performance of job.
• Employee may be required to perform additional duties as assigned.

Requirements

• Knowledge of use and function of office equipment applicable to position including use of computers and applicable software.
• Knowledge of application of basic arithmetic: addition, subtraction, multiplication, and division. Application of decimals and percentages. (Tested)
• Knowledge of customer service policies and procedures.
• Experience and training related to:
  • Customer relations/communications skills
  • Customer Information System (CIS)
• Demonstrated ability to read and write fluently in English.
• Stationary for extended periods.
• React immediately to emergency situations.
• Able to operate tools and equipment required.
• Communicate and/or exchange verbal and written information and instructions.
• Visual abilities sufficient to perform job duties.

About Us

ONE Gas provides natural gas distribution services to more than 2.3 million customers in Kansas, Oklahoma, and Texas. Headquartered in Tulsa, Okla., its divisions include Kansas Gas Service, the largest natural gas distributor in Kansas; Oklahoma Natural Gas, the largest in the state; and Texas Gas Service, the third largest in the state in terms of customers. Its largest natural gas distribution markets by customer count are Oklahoma City and Tulsa, Okla.; Kansas City, Wichita, and Topeka, Kan.; and Austin and El Paso, Texas. ONE Gas serves residential, commercial, industrial, transportation, and wholesale customers in all three states.

Inclusion & Diversity is a core value at ONE Gas. We know that every employee makes a difference and contributes to our success through their unique talents and abilities. We also acknowledge that we can accomplish great things by listening and learning from each other.

Benefits

• Medical/Dental/Vision packages that fit your family's needs.
• Paid Time Off
• 401(K) plan that is 100% matched up to 6%.
• Profit Sharing contributions may also be made under the 401(k) Plan.
• Paid Parental Leave.
• Basic and Optional Employee Term Life Insurance.
• Education Assistance and Tuition Reimbursement.