Performs growth customer support including order intake, order status updates, communicating schedule availability and setting up customer accounts related to new services and meter sets.
Key Duties and Responsibilities
Research and reconcile customer order activity utilizing systems including but not limited to:
Banner
Microsoft Dynamics
Email
Phone
PCAD
Assist customers, employees, and others via telephone, and/or electronic communications with order inquiries.
Collaborate with engineering, scheduling/dispatch, meter reading field operations and other groups as needed to assist growth customers.
Maintain logs and/or records including but not limited to:
Service orders
New meter sets
Elevated Pressure Requests
Builder Billing
Miscellaneous customer correspondence
Accounts requiring follow-up actions
Research, compile, maintain, and/or prepare reports and correspondence including but not limited to (as specified by position):
Customer correspondence
Customer assistance reports
Complaint records
Monthly and annual complaint reports
Account/identity verifications
Bill breakdowns
Customer complaints
Letters of Credit (irrevocable and regular)
Life-threatening claims
Regular and reliable attendance is required in performance of job.
Employee may be required to perform additional duties as assigned.
Experience
This role typically calls for two to four years of relevant experience; (Minimum of one-year relevant experience is 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 in use and function of office equipment applicable to position including:
Keyboards such as computers and typewriters
Calculators
Application of basic arithmetic:
addition, subtraction, multiplication, and division. Application of decimals and percentages.
Experience applying customer service policies and procedures.
Experience and training related to:
Customer relations
Banner
Communication/interpersonal skills
Applicable customer service policies and procedures
Basic Customer Service Field procedures
Experience reading and interpreting customer account information, maps, and atlas pages.
Experience compiling and preparing customer account information, correspondence, and reports (as specified by position)
Demonstrated ability to read and write fluently in English
Licenses and Certifications
Additional Requirements
Physical requirements:
Lift or move objects weighing up to 10 pounds 4 5 times a day; up to 20 pounds 1 2 times a day. React immediately to emergency situations to prevent injury to self and others. Able to operate tools and equipment required.
Communication requirements:
Communicate and/or exchange verbal and written information and instructions.
Visual requirements:
Sufficient to perform job duties.
This job description is meant as a guideline for employees of ONE Gas, Inc. It is not a definitive or exhaustive description and consequently may not include all tasks or functions related to the position. This document does not create, and is not part of, an employment contract. Please note the position may change to meet the changing requirements of the business. Employees may be assigned duties either, in addition to or instead of, those set out in this document and the position is subject to further changes at management’s discretion.