Customer Assurance Specialist - IGS

Interstate Gas Supply; United States; On-site; USD 38,000 - 57,000; Full time

Benefits offered by this job

Healthcare coverage

Mental wellbeing support

Family planning support

401(k) plan

Paid time off & tuition reimbursement

Job summary

Interstate Gas Supply (IGS) Energy is seeking a Customer Assurance team member to champion the IGS brand through empathy, education, and advocacy. You will support customers across channels, resolve inquiries, and build trusted relationships with internal and external partners.

The role emphasizes active listening, problem solving, and timely resolutions, with opportunities for participation in an incentive program and comprehensive wellbeing benefits.

Qualifications

• High school diploma or equivalent.
• 2 years related work experience preferred.

Responsibilities

• Demonstrate full understanding of IGS programs and processes; communicate clearly to help customers make informed decisions.
• Approach interactions with a solutions-oriented mindset while showing empathy.
• Navigate systems to provide accurate resolutions per established processes.
• Take assist line and escalation calls from Customer Solutions Specialists.
• De-escalate frustrated or complex customer concerns effectively.
• Resolve research requests through investigation with other business areas.
• Provide omnichannel support: chat, email, social media, and intranet tasks.
• Build strong relationships with internal and external partners.
• Collaborate with teams to manage task volume and identify trends.
• Balance quality and timeliness using urgency when addressing tasks.
• Support various lines of business within the organization.
• Demonstrate reliability through attendance and punctuality.

Skills

Independent work

Relationship building

Team player

Communication skills

Customer service

Professionalism

Deadline oriented

MS Office basics

Education

High school diploma

Tools

Windows OS

MS Office Suite

Internet Explorer

Job description

On the Customer Assurance team, you are the IGS brand champion, supporting internal and external customers through empathy, education, and advocacy. Our mission is to approach each customer individually and create customized solutions.

Primary Responsibilities

• Demonstrate full understanding of current IGS programs and processes; communicate clearly to customers in order to assist them in making an informed decision.
• Approach customer interactions with a solutions-oriented mindset while demonstrating active listening and empathy.
• Ability to navigate systems and resources to provide accurate resolutions in accordance with established processes.
• Takes assist line calls and escalation calls from Customer Solutions Specialists needing support.
• Ability to confidently de-escalate customers who may be frustrated/irate or have complex concerns.
• Responsible for resolving research requests through investigation and partnership with other areas of the business in a timely manner that meets business expectations.
• Provide Omnichannel support including customer chat support, answering email inquiries, responding to Social Media messages, and company intranet maintenance.
• Build strong relationships with internal and external partners through assistance, service and education.
• Collaborate with immediate and extended teams in managing task volume, team coverage, identifying trends, and providing optimal customer resolutions.
• Ability to achieve goals with a balance of quality and timeliness by utilizing a high level of urgency and prioritizing job responsibilities to appropriately address departmental tasks.
• Strong emphasis on supporting various lines of business within the organization.
• Demonstrates reliability via attendance, punctuality, and schedule adherence.
• Other responsibilities and duties as assigned.

Required Skills

• Ability to work independently.
• Strong relationship building skills with a high degree of responsiveness, reliability, and integrity.
• Operate effectively in a team environment.
• Strong interpersonal, verbal, and written communication skills.
• Excellent customer service and problem-solving capabilities.
• Professionalism and accuracy during interactions with internal and external customers.
• Ability to meet deadlines and maintain productivity levels.
• Basic knowledge of Windows, MS Office Suite, and Internet Explorer.

Minimum Education and Experience

• High school diploma or equivalent
• Preferred 2 years minimum related work experience.

Work Authorization

Applicants must be authorized to work in the US on a full-time basis. Unfortunately, a current or future need for sponsorship is not supported or available for this position.

Salary Range

$37,860.00 - $56,790.00 *This range reflects base pay only. Incentive earnings, like commissions or bonuses, are not included. This role is also eligible for an annual incentive plan based on company performance, as well as team or individual incentives.

How We Support Your Wellbeing

• Healthcare Essentials: Comprehensive coverage including medical (plus free telehealth), dental, vision, and employer health savings account contributions.
• Mental Wellbeing: Robust support through Headspace and free mental healthcare visits for you and your dependents.
• Family Planning Support: Extensive assistance with Maven, paid family and caregiver leave, and fertility, adoption, and surrogacy services.
• Financial Readiness: Strong financial foundation with a 401(k) plan, company match, and access to financial wellbeing tools.
• Work-Life Balance: Paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a wide range of additional perks.

Equal Opportunity Employment

It is the policy of IGS Energy to ensure equal employment opportunity in accordance with all applicable federal and state regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age, sexual orientation, gender identity, military status, and veteran status or other legally protected class under applicable law is prohibited. If you require a reasonable accommodation to complete any part of the application or interview process, please contact [e-mail].