Customer Service Specialist - PCAD / Work Management

What You Will Do

• Analyze and maintain integrity of Customer Information System (CIS) and Field Service Systems (FSS).
• Monitor system activities and provide user support.
• Develop and modify CIS/FSS programs including:
• Research requests for system modifications
• Read and understand system functional specifications
• Document system testing
• Assess impact of system changes on multiple departments and locations
• Test programming changes before implementation
• Setup and maintain Personnel, Agendas, Availability, Work Sequences and Deployment Plans within FSS programs.
• Cook up and maintain Deployment Plans within FSS programs.
• Provide information and assistance to CIS and FSS users, training coordinators, and IT employees relative to:
• Develop and modify Interface programs including:
• Interactive Voice Recognition (IVR) System
• Field Scheduling System
• Paperless field work order system
• Customer Self Service Web applications
• Compose, prepare, and verify information and reports including:
• CIS/FSS Reports
• CIS/FSS user manuals
• Training materials
• Graphs/charts/timelines on system activities
• Regular and reliable attendance is required in performance of job.
• Employee may perform additional responsibilities as assigned.

What You Will Need

• Preferred Bachelor's Degree in Business Administration, Computer Information Systems or an equivalent combination of formal education and the following job related experience.
• Experience with and thorough knowledge of customer services policies and procedures.
• Experience with and thorough knowledge of Field Scheduling Systems. (Specified by Position)
• Demonstrated ability to analyze, identify, and resolve CIS/FSS user(s) and system problems.
• Experience in Structured Query Language (SQL) or similar computer language to access and manage database functions.
• Knowledge of application of basic math and algebraic formulas.
• Experience in use and function of office equipment including desktop and computer applications.
• Demonstrated ability working with Microsoft Office applications.
• Experience researching and composing reports, procedures, forms, and correspondence.
• Experience developing information and conducting group presentations.
• Experience interacting, advising, training and communicating effectively.
• Experience reading and interpreting manuals, governmental rules and regulations, specifications, reports, and correspondence.
• Read and write fluently in English
• Applicable driver’s license. Requires periodic travel to other company facilities for user support.
• Operate office tools and equipment.
• Communicate and exchange information; conduct oral presentations.
• Visual abilities to perform job responsibilities.

Position Requirements

The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of One Gas. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.

ONE Gas, Inc., and its divisions will provide equal employment opportunity for qualified persons without regard to sex, race, religion, color, national origin, ethnicity, age, sexual orientation, gender identity or expression, disability, military status or genetic information.