Supervisor, Builder Services

Position Description:

Builder Services Mission:

• Our ultimate mission to create and maintain loyal and satisfied growth-based customers, leading to long-term, sustainable expansion of our meter base.

Builder Services Commitment:

We commit to

• Incorporating the ONE Gas customer experience vision statement into our day-to-day business (Make it easy. Dare to care. Earn their trust.)

• Serving as the principal point-of-contact for builders and other growth-based customers as they move through each phase of construction.

• Making it easier for builders to do business with us by assisting them via phone, e-mail and web in a caring, timely and consistent manner.

• Collaborating closely with our operations and contractor groups to continuously improve our processes.

Supervise and develop employees to facilitate a high-performing workforce while overseeing growth customer service for the LDC.

Supervise employees performing activities related to customer service and billing.

Advise and assist customers, employees, and others to resolve situations related to customer service policies and procedures, customer account inquiries, service requests, emergency situations, and scheduling.

Participate in and/or coordinate local civic and/or community activities as a representative of company. Communicate information concerning company activities and programs.

Collaborate with business partners both within and outside of customer service. Provide advice and direction related to customer service policies and procedures as needed.

Enhance job knowledge and expertise by participating in educational opportunities to develop or maintain working knowledge of established procedures and regulatory compliance.

Participate in strategic plan projects and reviews, staffing requirements, and identifying system improvements and beneficial process changes.

Monitor and analyze customer inquiry processes, volume of calls, and responsiveness of customer service representatives

Actively coach, develop and mentor direct reports. Working with department manager, cultivate individual development plans, which drive performance results, enhance overall leadership competencies, business performance and enhance collaboration across work groups.

Regular and reliable attendance is required in performance of job.

Employee may be required to perform additional duties as assigned.Communicates Effectively

Decision Quality

Develops Talent

Directs Work

Instills Trust

Position Requirements:

Experience with and knowledge of customer service procedures related to customer relations and billing.

Experience researching and interpreting complex customer inquiries and issues.

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.

Application of math and algebraic formulas.

Working knowledge of gas distribution company processes, including but not limited to:

Field operations

Work scheduling

Engineering

Experience and training related to

Customer Information System (example: Banner)

Call Management System (example: Avaya)

Customer Relationship Management system (example: Microsoft CRM)

Business Intelligence System

Interpersonal skills/customer relations

Experience training, directing, and supervising; demonstrated ability to apply various 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

Applicable driver's license for travel between office locations or job sites.

Physical requirements

Mobility to travel in and around office surroundings.

Able to operate tools and equipment required.

Communication requirements

Communicate and/or exchange verbal and written information and instructions.

Visual requirements

Sufficient to perform job duties.

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.

Job ID: 5485

Functional Area: Customer Service

Position Type: Full-Time Regular

Relocation Provided: No

Location: Oklahoma City, OK

Department: ACCOUNT SERVICES

Internal / External: Internal and External

Experience Required: 1 - 3 Years