Supervisor, Customer Service Field

About the role

Supervises employees performing field customer service work.

Responsibilities

• Direct employees in daily operations of field customer service activities including:
  • Prioritizing orders/scheduling work force
  • Turn-ons/turn-offs
  • Meter changes
  • Gas leakage detection
  • Working outages
• Advise and assist customers, contractors, city/county/state officials, dealers, plumbers, employees, and others with information including:
  • Code interpretation and compliance
  • Pipe sizing
  • Venting and ventilation requirements
  • Proper installation of appliances
  • Meter location
• Investigate major incidents including leaks, fires, explosions, and/or asphyxiations where natural gas may have been a factor. Assist local fire officials with their investigations.
• Conduct safety meetings and training sessions.
• Compile, prepare, and/or verify information including:
  • Customer service summaries
  • Accident/injury reports
  • Employee documentation
  • Customer correspondence
  • Data gathering of technician/contractor production
• Regular and reliable attendance is required in performance of job.
• Employee may be required to perform additional duties as assigned.

Requirements

• High school diploma or equivalent (preferred).
• Seven to ten years of relevant experience (minimum of five years required).
• Experience performing customer service field functions.
• Working knowledge of company and governmental operating/safety policies and procedures related to customer service activities.
• Demonstrated ability to investigate and analyze incidents involving customer complaints, fires, explosions, or asphyxiations.
• Experience in use and function of tools and equipment applicable to position, including accessing computers.
• Experience with the application of basic math.
• Demonstrated ability to prioritize and meet deadlines with manpower shortages or emergency situations.
• Experience interacting, advising, training, and communicating effectively.
• Demonstrated ability to develop information and make presentations.
• Demonstrated ability to research, compose, and compile reports and correspondence.
• Experience reading and interpreting technical information including governmental rules and regulations, equipment specifications, building code manuals, and company operating and customer service manuals.
• Demonstrated ability to supervise, lead, or delegate work assignments; educate and promote Technician skill set levels; oversee Contractor performance.
• Demonstrated ability to read and write fluently in English.

Licenses and Certifications

• Required applicable driver's license.
• Required CDL eligible in Kansas – must obtain CDL within 6 months.
• Preferred CDL in Oklahoma and Texas.

Additional Requirements

• Mobility to travel in office surroundings and around job sites out-of-doors.
• Able to assist customer service field employees in performance of routine and/or emergency activities.
• Operate tools and equipment required.
• Communicate and/or exchange information or instructions utilizing two-way radios.
• Visual ability 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.

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.