Lead Customer Service Rep, Contact Center

Job ID: 6254

Functional Area: Customer Service

Position Type: Full-Time Regular

Relocation Provided: No

Location: Oklahoma City, OK

Department: CUSTOMER SVC

Internal / External: Internal and External

Experience Required: 3 - 5 Years

Position Description: This posting will be closed on May 16th. This will be a hybrid role consisting of 2-4 days in office per month.

Are you being referred by a ONE Gas employee? If so, reach out to that connection and ask about the employee referral program. They can send you a link to apply directly so they can receive credit!

What You Will Do

Performs multifaceted duties in a contact center; handles monitoring, investigation, or resolution of complex customer account issues and requests.

Coordinate customer accounting activities with various social service agencies, collection agencies, religious groups, and government officials to process customer account activities.

Provide information and assistance to complex customer requests and complaints regarding service, billing/service requirements, Corporate Commission, Better Business Bureau, and programs; negotiate payment arrangements; and provide information concerning governmental agencies and special programs.

Resolve escalated nonpayment, no contract service, multi-tenant collection, bankruptcy, legal account ownership, and identity theft issues in accordance with company, regulatory, and governmental guidelines.

Prepare and maintain information and reports including but not limited to: Customer service orders/account adjustments, work schedules/time sheets, activity reports, and prepare and maintain employee activity and documentation.

Compile, prepare, and verify correspondence, customer information, and reports including:

Negotiate with customers and assist other employees in resolving problems on matters related to gas service.

Provide information and assistance to other company employees, Corporation Commission staff, builders, plumbers, city inspectors, vendors, social service agencies, and other utility company employees regarding company policies and procedures and the status of customer accounts.

Regular and reliable attendance is required in performance of job.

Employee may be required to perform additional duties as assigned.

What You Will Need

Preferred H.S. Diploma

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

Experience answering customer telephone calls, responding to requests for service; and providing account information.

Application of basic arithmetic: addition, subtraction, multiplication, and division. Application of decimals and percentages.

Experience performing various customer services and collections activities related to the following but not limited to:

Experience reading and interpreting customer account information, training manuals, maps, and atlas pages.

Demonstrated ability to read and write fluently in English.

Preferred Applicable driver's license

Stationary for extended periods.

React immediately to emergency and/or stressful work situations.

Able to operate tools and equipment required.

Able to multi-task.

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

Visual ability sufficient to perform job duties.

Diversity at ONE Gas

Inclusion & Diversity is so important to us that we made it one of our core values, values that guide and direct our actions as we go about our daily business. We know that every employee makes a difference and contributes to our success through their unique talents and abilities. We also acknowledge that we can accomplish great things by listening and learning from each other.

ONE Gas has great benefits! Here are just a few:

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.