Customer Service Sr Specialist, Business Office

About the role

Guides and performs duties related to monitoring, researching, or resolving high-skill-level customer account issues and requests related to Billing and Payments or Credit and Collections.

Responsibilities

• Act as subject matter expert; guide and assist employees related to:
  • Research and reconciliation of customer account activity
  • Customer assistance, including emergency situations
  • Collection and meter reading activities
  • Account takeover activities
  • Negotiating arrangements for payment of gas bills
  • Code Red response times
  • Preparation of account adjustments
  • Utilization of the EWQs (electronic work queue) or other account management system
• Conduct monthly quality audits on Customer Service Representatives.
• Approve and complete escalated adjustments, pre-approvals, bad debt approvals, and large adjustment write-ups, including all supporting documentation, Business Edits, and Credit Balance Refunds.
• Provide guidance and support on high-skill account issues, Customer Service Representative support including account analysis, and other tasks as applicable.
• Resolve escalated nonpayment, no-contract service, multi-tenant collection, bankruptcy, legal account ownership, and identity theft issues in accordance with company, regulatory, and governmental guidelines.
• Negotiate with customers and assist other employees in resolving problems related to gas service.
• Provide information and assistance to other company employees, Corporation Commission staff, builders, plumbers, city inspectors, vendors, energy assistance agencies, and other utility company employees regarding company policies, procedures, and the status of customer accounts.
• Compile, prepare, and/or verify correspondence, customer information, and reports, including:
  • Customer correspondence
  • Adjustment memos
  • Customer accounting forms
  • Service orders
  • Budgets
  • Billing adjustments
  • Tax adjustments
  • Account Research & Breakdowns
  • Rate Jurisdiction Corrections
  • Annual Rate Review
  • Special project assignments
  • Master Summary/Group billings/Private line
  • Non-Registering Meter Database
  • Identity theft
  • Bankruptcies
  • Letters of credit (irrevocable and regular)
  • Trusts and Power of Attorney
  • Surety bonds
  • Social service agency pledges and payments
  • Life-threatening claims
• Regular and reliable attendance is required.
• May be required to perform additional duties as assigned.

Requirements

• Seven to ten years of relevant experience (minimum of six years required). Education can substitute for experience if applicable; typically, one year of formal education is equivalent to one and a half to two years of relevant experience.
• Experience providing excellent customer service.
• Experience with application of basic arithmetic: addition, subtraction, multiplication, division, decimals, and percentages.
• Experience performing various customer services and collections activities related to:
  • Billing
  • Collections
  • Customer relations
  • Meter reading
  • Cashiering
  • Contact Center
• Experience and training related to:
  • Customer Information System (CIS)
  • Customer services and collections policies and procedures
  • Microsoft Suite
  • Maximo
  • Verint CRM
  • Office safety/security
• Experience reading and interpreting customer account information, city/county codes and regulations, maps, and atlas pages.
• Experience compiling and preparing customer account information, correspondence, memorandums, billing information, collections, and various reports.
• Demonstrated ability to read and write fluently in English.
• Minimum applicable driver's license.
• Ability to:
  • Lift or move objects weighing up to 10 pounds 45 times a day; up to 20 pounds 1-2 times a day.
  • Remain stationary for extended periods.
  • React immediately to emergency situations to prevent injury to self and others.
  • Operate tools and equipment required.
  • Communicate and/or exchange verbal and written information and instructions.
  • Perform job duties with sufficient visual abilities.

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.

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.