Supervisor, Customer Service

Position Description:
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).


What You Will Do

Supervises customer service, customer accounting, collections, cash processing and billing functions.
Supervise employees performing activities relative to:

• Answering customer inquiries
• Establishing customer accounts
• Accepting/posting customer payments
• Researching and reconciling customer accounts
• Establishing payment arrangements
• Processing service order exceptions
• Rate jurisdiction reviews
• Tax adjustments
• Business Center operations
• Account research & breakdowns
• Special project assignment
• Identity theft
• Bankruptcies
• Letters of credit (irrevocable and regular)Surety bonds
• Trusts and Powers of Attorney
• Social service agency pledges and payments
• Customer Account Referral System
• Life-threatening claims

Supervise employees performing activities relative to (Specified by position)

• Customer service
• Billing
• Collections
• Cash Remittance and Processing
• Customer Correspondence

Advise and assist customers, employees, and others to resolve situations related to customer services and collection policies and procedures, customer account inquiries, service requests, emergency situations, and scheduling.
Participate in or coordinate local civic or community activities as a representative of company.
Communicate information concerning company activities and programs.
Compile, verify, prepare, and approve information related but not limited to:

• Payment arrangements
• Customer billing adjustments
• Work schedules/timesheets
• Personnel information
• Customer correspondence
• Budgets
• Energy Assistance Programs
• Fraud investigations
• Billing dispute resolutions
• Training and productivity

Coordinate activities between customer services, collections and other functional areas, providing advice and direction related to customer service and collection policies and procedures as needed.
Monitor and evaluate employee performance.
Initiate recommendations regarding hiring, promotions, and discipline.
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 thorough knowledge of customer service and collection policies and procedures related to customer accounting, billing, customer relations, credit and collections, and cash.
Experience researching and interpreting complex customer account information (Specified by position).
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.
Experience with the application of math and algebraic formulas.
Experience and training related to:

• Customer Information System (Banner)
• Workforce Management Tool (Community)
• Call Management System (Avaya)
• Microsoft Customer Management System (CRM)
• Business Intelligence SystemInterpersonal skills/customer relations
• MAXIMO

Experience training and supervising; demonstrated ability to apply personnel 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.
Minimum Applicable driver's license.
Mobility to travel in and around office surroundings.
Able to operate tools and equipment required.
Communicate and exchange verbal and written information and instructions.
Visual abilities sufficient to perform job duties.

Inclusion & Diversity is a core value at ONE Gas. 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
• 401(K) plan that is 100% matched up to 6%.
• Profit Sharing contributions may also be made under the 401(k) 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.