Customer Service Representative II

Job ID: 6805

Functional Area: Customer Service

Position Type: Full-Time Regular

Relocation Provided: No

Location: El Paso, TX

Department: CUSTOMER SVC/OFFICE SUPP

Internal / External: External

Experience Required: 1 - 3 Years

Position Description:

Works in centralized call center; ensures delivery of customer service through fast and accurate response to customer requests and inquiries regarding service, billing, and programs.

Assist customers and employees via telephone with routine account inquiries and/or service requests including but not limited to:

Payment activity

Establish/change service

Emergency situations

Service/payment disputes

Research customer account activity utilizing office equipment including but not limited to:

Calculators

Computers

Fax

Printer

Negotiate arrangements for payment of gas bills; provide information concerning governmental agencies and special programs providing assistance.

Enter customer account activity into Customer Information System (CIS) including but not limited to:

Service orders

Account corrections/adjustments

Regular and reliable attendance is required in performance of job.

Employee may be required to perform additional duties as assigned.

Position Requirements:

Knowledge of use and function of office equipment applicable to position including use of computers and applicable software.

Knowledge of application of basic arithmetic: addition, subtraction, multiplication, and division. Application of decimals and percentages. (Tested)

Knowledge of customer service policies and procedures.

Experience and training related to:

Customer relations/communications skills

Customer Information System (CIS)

Demonstrated ability to read and write fluently in English.

Stationary for extended periods.

React immediately to emergency situations.

Able to operate tools and equipment required.

Communicate and/or exchange verbal and written information and instructions.

Visual abilities sufficient to perform job duties.

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.