2 One Gas Process Improvement Analyst Jobs Hiring Near You

Job Description

?

Guides and performs duties related to monitoring, researching, or resolving high-skill-level customer account issues and requests related to Billing and Payments or Credit and Collections.

Responsibilities

Key Duties and Responsibilities

• Acts as subject matter expert; guide and assist employees related to:

• Research and reconciliation of customer account activity

• Customer assistance, including emergency situations

• Collection and meter reading activities

• Account takeover activities

• Negotiating arrangements for payment of gas bills

• Code Red response times

• Preparation of account adjustments

• Utilization of the EWQs (electronic work queue) or other account management system

• Conduct monthly quality audits on Customer Service Representatives.

• Approve and complete escalated adjustments, pre-approvals, bad dept approvals, and large adjustment write-ups.

• Responsible for including all supporting documentation, Business Edits and Credit Balance Refunds.

• Provide guidance and support on high skills account issues, Customer Service Representative support including account analysis, and other tasks as applicable.

• 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, energy assistance agencies, and other utility company employees regarding company policies and procedures and the status of customer accounts (as applicable by position)

• Compile, prepare, and/or verify correspondence, customer information, and reports (as applicable by position):

• 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 be required to perform additional duties as assigned.

Qualifications

Education Requirements

None Required.

This role typically calls for seven to ten years of relevant experience. (Minimum of six years' relevant experience are required). Education can substitute for experience if applicable. Typically, one year of formal education is equivalent to one and a half to two years of relevant experience.)

Experience

• Experience providing excellent customer service.

• 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:

• Billing

• Collections

• Customer relations

• Meter reading

• Cashiering

• Contact Center

• Experience and training related to

• :Customer Information System (CIS)

• Customer services and collections policies and procedures

• Microsoft Suite

• Maximo

• Verint

• CRM

• 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, collections, and various reports.

• Demonstrated ability to read and write fluently in English.

Licenses and Certifications

Minimum applicable driver's license

Additional Requirements

• Lift or move objects weighing up to 10 pounds 45 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/or exchange verbal and written information and instructions.

• Visual abilities sufficient to perform job duties.

This job description is meant as a guideline for employees of ONE Gas, Inc. It is not a definitive or exhaustive description and consequently may not include all tasks or functions related to the position. This document does not create, and is not part of, an employment contract. Please note the position may change to meet the changing requirements of the business. Employees may be assigned duties either, in addition to or instead of, those set out in this document and the position is subject to further changes at management's discretion.

About Us

ONE Gas provides natural gas distribution services to more than 2.3 million customers in Kansas, Oklahoma and Texas. Headquartered in Tulsa, Okla., its divisions include Kansas Gas Service, the largest natural gas distributor in Kansas; Oklahoma Natural Gas, the largest in the state; and Texas Gas Service, the third largest in the state in terms of customers.

Its largest natural gas distribution markets by customer count are Oklahoma City and Tulsa, Okla.; Kansas City, Wichita and Topeka, Kan.; and Austin and El Paso, Texas. ONE Gas serves residential, commercial, industrial, transportation and wholesale customers in all three states.

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.

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 or any other federal, state or local protected class.

Job Identification 10094

Job Category Customer Service

Job Schedule Full time

Locations 1490 Henry Brennan Dr, El Paso, TX, 79936, US