Customer Service Rep Lead, Credit & Collections(Tulsa or El Paso)

Position Description:

This role will be in our Credit & Collections group and is open to Tulsa or El Paso and will have the ability to mostly work-from-home with the occasional in office requirements. Subject to change.

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

Coordinate and perform tasks related to monitoring, researching, or resolving high-skill-level customer account issues and requests.

Direct and assist employees relative to:

Research and reconciliation of customer account activity:

• Assist customers in person, by telephone, and in electronic communications relative to bill payment, billing disputes, account inquiries, service/refund requests, and escalated/emergency situations.

• Collection and meter reading activities

• Account takeover activities

• Negotiate arrangements for payment of gas bills

• Prepare account adjustments

• Utilize the Customer Account Referral System

Research and resolve Corporation Commission, Better Business Bureau, and other inquiries and complex problems related to customer accounts.

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

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.

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.

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

• Customer correspondence

• Adjustment memos

• Customer accounting forms

• Service orders

• Budgets

• Billing adjustments

• Tax Adjustments

• Account Research & Breakdowns

• Rate Jurisdiction Corrections

• Annual Rate Review

• Special project assignment

• Master Summary/Group billings/Private line

• Non-Registering Meter Database

• Identity theft

• Bankruptcies

• Letters of credit (irrevocable and regular)

• Trusts and Power of Attorney

• Surety bonds

• Social Service Agency pledges and payments

• Life threatening claims

Regular and reliable attendance is required in performance of job.

Employee may perform additional tasks as assigned.

What You Will Need

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

Experience with 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:

• Customer accounting

• Collections

• Customer relations

• Meter reading

• Cashiering

• Information Center

• Experience and training related to:

• Customer Information System (CIS)

• Customer services and collections policies and procedures

• Office safety/security

Experience reading and interpreting customer account information, city/county codes and regulations, maps, and atlas pages.

Experience compiling and preparing customer account information, correspondence, memorandums, billing information, and various reports.

Demonstrated ability to read and write fluently in English.

Minimum Applicable driver's license

Lift or move objects weighing up to 10 pounds 4-5 times a day; up to 20 pounds 1-2 times a day.

Stationary for extended periods.

React immediately to emergency situations to prevent injury to self and others.

Able to operate tools and equipment required.

Communicate and exchange verbal and written information and instructions.

Visual abilities 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:

• 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

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.

Job ID: 6091

Functional Area: Customer Service

Position Type: Full-Time Regular

Relocation Provided: No

Location: El Paso, TX

Department: CUSTOMER SVC

Internal / External: Internal and External

Experience Required: 3 - 5 Years