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.