One Gas Team Lead, Billing/Payments/Rebates in Oklahoma City, Oklahoma
Performs lead and/or supervisory duties in a customer billing, rebate, retention group; responds to escalated customer telephone inquiries.
Monitor and assist employees engaged in responding to customer telephone inquiries and provide input to supervisors for performance evaluation. Develop and coach team members through the use of Information Center metrics.
Provide information and assistance to complex customer requests and complaints regarding service, billing/service requirements, and programs; negotiate payment arrangements; and provide information concerning governmental agencies and special programs.
Assist in assigning and/or maintaining daily work schedules to ensure telephones are adequately covered during vacations and other time away from work. Provide guidance and training to new employees in responding to customers and use of Customer Information System (CIS) screens.
Utilize computers to enter, maintain, and/or prepare information and reports including but not limited to: Customer service orders/account adjustments, work schedules/time sheets, activity reports, and prepare and maintain employee activity and documentation.
Monitor and analyze customer inquiry processes, volume of calls, and responsiveness of customer service representatives.
Provide accurate and professional helpline assistance to internal and external customers. Maintain and update helpline database.
Regular and reliable attendance is required in performance of job.
Employee may be required to perform additional duties as assigned.
Experience in use and function of office equipment applicable to position including computers and software.
Experience answering customer telephone calls, responding to requests for service; and providing account information.
Application of basic arithmetic: addition, subtraction, multiplication, and division. Application of decimals and percentages. (Tested)
Experience and training related to: applicable customer service policies and procedures, customer relations skills, communication skills, customer Information System (CIS), and emergency notification procedures.
Demonstrated ability to train and direct; knowledge of personnel policies and procedures.
Experience reading and interpreting customer account information, training manuals, maps, and atlas pages.
Demonstrated ability to read and write fluently in English.
Stationary for extended periods.
React immediately to emergency and/or stressful work situations.
Able to operate tools and equipment required.
Able to multi-task.
Communicate and/or exchange verbal and written information and instructions.
Visual ability sufficient to perform job duties.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Job ID: 2768
Functional Area: Customer Service
Position Type: Full-Time Regular
Relocation Provided: No
Location: Oklahoma City, OK
Department: CUSTOMER SVC/OFFICE SUPP
Internal / External: Internal and External
Experience Required: Not Indicated