Customer Service Representative, Business Office

Performs intermediate level of accounting work related to processing customer requests and payments.

 Key Duties and Responsibilities

• Research and reconcile customer account activity utilizing office equipment including but not limited to:
  • Computers
  • Microfiche viewers
  • Calculators
  • Multifunctional devices
  • Skip tracing software
  • Identify verification software
• Assist customers, employees, and others in person, via telephone, and electronic communications with service/refund requests, account inquiries, service/billing/payment disputes, and emergency situations.
• Negotiate arrangements for payment of gas bills; provide information regarding governmental agencies and special assistance programs.
• Analyzes customer usage and payment history and processes field service orders, Electronic Work Queues, and customer payments.
• Maintain logs and/or records including but not limited to:
  • Customer payments
  • Duplicate bills
  • Service orders
  • Account adjustments
  • Accounts requiring follow-up actions
  • Bill breakdowns
  • Customer complaints
  • Social service agency pledges
• Regular and reliable attendance is required in performance of job.
• Employee may be required to perform additional duties as assigned.

Education Requirements

Bachelor's degree in or related field preferred; or an equivalent combination of education and additional work experience. (Typically, one and a half to two years of relevant experience is equivalent to one year of formal education.)

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

• Knowledge of use and function of office equipment applicable to position including:
• Keyboards such as computers and typewriters Calculators
• Experience with application of basic arithmetic:
  • Addition, subtraction, multiplication, and division. Application of decimals and percentages.
• Knowledge of customer service and collection policies and procedures.
• Experience and training related to:
  • Customer relations/interpersonal skills
  • Deposit requirements/payment schedules
  • Customer Service System applications
  • Demonstrated ability to read and write fluently in English.
    

Licenses and Certifications

Applicable driver’s license

Additional 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.
• Communicate and/or exchange verbal and written information and instructions.
• Visual abilities 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.