Lead Customer Service Rep, Contact Center

ONE Gas, Inc.; Oklahoma City (OK); Hybrid; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated individual for a hybrid customer service role. This position involves managing complex customer account issues, coordinating with various stakeholders, and ensuring exceptional service delivery. Ideal candidates will have a high school diploma, strong communication skills, and experience in customer service. The company values diversity and offers a comprehensive benefits package, including medical insurance, a 401(k) plan with matching contributions, and educational assistance. Join a team that prioritizes inclusion and personal growth while making a significant impact in the community.

Benefits

Medical, dental, and vision insurance

Paid Time Off

401(k) with 100% match

Profit sharing plan

Paid parental leave

Educational assistance

Tuition reimbursement

Qualifications

• Experience in customer service and handling complex account issues.
• Ability to read and interpret manuals, maps, and customer accounts.

Responsibilities

• Handle customer inquiries and resolve complex account issues.
• Coordinate activities with various agencies and maintain documentation.

Skills

Customer Service

Communication Skills

Problem-Solving

Basic Arithmetic

Multitasking

Education

High School Diploma

Tools

Customer Information Systems

Office Equipment

Computers

Job description

Job Posting Closure and Role Details

This posting will be closed on May 16th. It is a hybrid role requiring 2-4 days in the office per month.

Are you being referred by a ONE Gas employee? If so, contact that employee to inquire about the referral program. They can send you a direct application link to ensure they receive credit.

What You Will Do

• Handle multifaceted duties in a contact center, including monitoring, investigating, and resolving complex customer account issues.
• Coordinate customer account activities with social service agencies, collection agencies, religious groups, and government officials.
• Assist customers with service requests, billing inquiries, complaints, and negotiate payment arrangements.
• Resolve escalated issues such as nonpayment, legal account ownership, identity theft, and bankruptcy, following company and regulatory guidelines.
• Maintain reports and documentation related to customer service orders, account adjustments, employee activities, and other reports.
• Prepare correspondence, customer information, and reports including customer correspondence, adjustment memos, billing adjustments, and special projects.
• Negotiate with customers and support other employees in resolving service-related issues.
• Provide information to employees, regulatory staff, vendors, and other stakeholders regarding policies and customer account status.
• Maintain regular and reliable attendance; perform additional duties as assigned.

What You Will Need

• Preferred High School Diploma.
• Experience with office equipment, computers, and relevant software.
• Experience answering customer calls, responding to service requests, and managing account information.
• Basic arithmetic skills including decimals and percentages.
• Experience in customer service, collections, meter reading, cashiering, and using customer information systems.
• Ability to read and interpret customer accounts, manuals, maps, and atlases.
• Fluent in English reading and writing.
• Preferred valid driver’s license.
• Ability to stand for extended periods and respond to emergency/stressful situations.
• Ability to operate tools and equipment, multitask, and communicate effectively.
• Sufficient visual ability to perform job duties.

Diversity and Benefits

At ONE Gas, inclusion and diversity are core values. We believe every employee contributes uniquely to our success. We promote listening and learning from each other.

Our benefits include:

• Medical, dental, and vision insurance options.
• Paid Time Off.
• 401(k) with 100% match up to 6%.
• Profit sharing plan.
• Paid parental leave.
• Basic and operational employee life insurance.
• Educational assistance and tuition reimbursement.