Supervisor, Builder Services

Job ID: 6754

Functional Area: Customer Service

Position Type: Full-Time Regular

Relocation Provided: No

Location: El Paso, TX

Department: ACCOUNT SERVICES

Internal / External: Internal and External

Experience Required: 1 - 3 Years

Position Description: This position will work a hybrid schedule in office Monday-Wednesday(subject to change). This posting will close on December 18th.

What You Will Do

Supervise and develop employees to facilitate a high-performing workforce while overseeing growth customer service for the company.

Supervise employees performing activities related to customer service and billing.

Advise and assist customers, employees, and others to resolve situations related to customer service policies and procedures, customer account inquiries, service requests, emergency situations, and scheduling.

Participate in and/or coordinate local civic and/or community activities as a representative of company.

Communicate information concerning company activities and programs.

Collaborate with business partners both within and outside of customer service.

Provide advice and direction related to customer service policies and procedures as needed.

Enhance job knowledge and expertise by participating in educational opportunities to develop or maintain working knowledge of established procedures and regulatory compliance.

Participate in strategic plan projects and reviews, staffing requirements, and identifying system improvements and beneficial process changes.

Monitor and analyze customer inquiry processes, volume of calls, and responsiveness of customer service representatives

Actively coach, develop and mentor direct reports. Working with department manager, cultivate individual development plans, which drive performance results, enhance overall leadership competencies, business performance and enhance collaboration across work groups.

Regular and reliable attendance is required in performance of job.

Employee may be required to perform additional duties as assigned.

What You Will Need

Experience with and knowledge of customer service procedures related to customer relations and billing.

Experience researching and interpreting complex customer inquiries and issues.

Knowledge of operating and information technology policies and procedures as they relate to customer services and collection activities.

Experience in use and function of office equipment applicable to position, including accessing computers and utilizing applications such as Microsoft Office.

Application of math and algebraic formulas.

Working knowledge of gas distribution company processes, including:

- Field operations

- Work scheduling

- Engineering

Experience and training related to:

- Customer Information System (example: Banner)

- Call Management System (example: Avaya)

- Customer Relationship Management system (example: Microsoft CRM)

- Business Intelligence System

- Interpersonal skills/customer relations

Experience training, directing, and supervising; demonstrated ability to apply various policies and procedures.

Experience reading and interpreting manuals, reports, budgets, governmental rules and regulations, contracts, correspondence, and customer account information.

Experience researching, composing, and preparing reports, budgets, financial information, and correspondence.

Experience interacting, advising, directing, training, developing and communicating effectively.

Experience analyzing and determining work schedules, appropriate staffing levels, equipment needs, and policies and procedures.

Demonstrated ability to actively participate in civic and professional organizations.

Demonstrated ability to read and write fluently in English

Applicable driver's license for travel between office locations or job sites.

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:

- Medical/Dental/Vision packages that fit your family's needs.

- Paid Time Off

- 401K that is 100% matched up to 6%.

- Profit Sharing Plan

- Paid Parental Leave

- Basic and Optional Employee Term Life Insurance

- Education Assistance and Tuition Reimbursement

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!

Applicants must be authorized to work in the United States. ONE Gas does not provide immigration-related sponsorship for this role. This includes direct company sponsorship, entry of ONE Gas as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc).

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.