Supervisor, Customer Service

What You Will Do

• Supervises customer service, customer accounting, collections, cash processing and billing functions.
• Serve as supervisor for activities including:
• Answering customer inquiries
• Establishing customer accounts
• Acknowledging and posting customer payments
• Researching and reconciling customer accounts
• Establishing payment arrangements
• Processing service order exceptions
• Reviewing rate jurisdictions
• Adjusting taxes
• Managing business center operations
• Handling account research and breakdowns
• Assisting with special projects
• Addressing identity theft, bankruptcies, letters of credit, surety bonds, trusts, powers of attorney, social service agency pledges and payments, customer account referral system, life-threatening claims, and customer service issues
• Participate in or coordinate local civic or community activities as a representative of the company.
• Communicate information concerning company activities and programs.
• Compile, verify, prepare, and approve information related to:
• Payment arrangements
• Customer billing adjustments
• Work schedules/timesheets
• Personnel information
• Customer correspondence
• Budgets
• Energy Assistance Programs
• Fraud investigations
• Billing dispute resolutions
• Training and productivity
• Maintain and monitor employee performance.
• Initiate recommendations regarding hiring, promotions, and discipline.

What You Will Need

• Experience with and thorough knowledge of customer service and collection policies and procedures related to customer accounting, billing, customer relations, credit and collections, and cash.
• Experience researching and interpreting complex customer account information (Specified by position).
• Knowledge of operating and information technology policies and procedures as they relate to customer services and collection activities.
• Experience in use and function of office equipment applicable to position, including accessing computers and utilizing applications such as Microsoft Office.
• Experience with the application of math and algebraic formulas.
• Experience and training related to:
• Customer Information System (Banner)
• Workforce Management Tool (Community)
• Call Management System (Avaya)
• Microsoft Customer Management System (CRM)
• Business Intelligence System
• Interpersonal skills/customer relations
• MAXIMO
• Experience reading and interpreting manuals, reports, budgets, governmental rules and regulations, contracts, correspondence, and customer account information.
• Experience researching, composing, and preparing reports, budgets, financial information, and correspondence.
• Experience interacting, advising, directing, training, developing and communicating effectively.
• Experience analyzing and determining work schedules, appropriate staffing levels, equipment needs, and policies and procedures.
• Demonstrated ability to actively participate in civic and professional organizations.
• Demonstrated ability to read and write fluently in English.
• Minimum Applicable driver's license.
• Ability to operate tools and equipment required.
• Communicate and exchange verbal and written information and instructions.
• Visual abilities sufficient to perform job duties.

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.