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!

What You Will Do

Monitor company representative interactions with customers to provide a positive customer experience. Assess performance and adherence to policies and procedures to ensure customer service meets quality standards. Support new employees through coaching and training.

Complete efficient and timely evaluations of gas emergency calls to ensure compliance with regulations and corporate safety expectations.

Conduct quality evaluations of customer service transactions, calls processes, and emails to ensure processes, policies, and guidelines are followed.

Collaborate with other departments and vendors to improve processes and customer experience.

Provide one-on-one technical feedback for assigned employees.

Cross-train and shadow department trainers to support and facilitate virtual or in-person training as needed.

Provide ongoing technical performance updates to leadership through calibration sessions.

Assess and report on new hire calls during the controlled-calling training phase.

Regular and reliable attendance is required in the performance of the job.

Employee may perform additional responsibilities as assigned.

What You Will Need

Associates degree preferred in business administration, accounting, education, other related field or an equivalent combination on formal education and the following job-related experience or training to include:

• Written and verbal communication and interpersonal skills

• Quality assurance/call evaluation

• Customer Service skills

• Analytical and organizational skills

Provide effective coaching and feedback to co-workers.

Experience in the use and function of office equipment applicable to the position, such as Microsoft Outlook, Teams, Visio, Excel, Word, and job-related internet-based programs.

Experience with the application of arithmetic and algebraic formulas used in computer applications.

Experience reading and interpreting statistical information, governmental regulations, policies, procedures, and training material.

Experience compiling and preparing spreadsheets, statistical reports, performance evaluations, and correspondence.

Develop information and conduct formal presentations to groups and individuals.

Experience working in a fast-paced environment with the ability to provide on-demand training needs.

Contribute as a technical resource in customer service training programs.

Experience completing tasks under minimal supervision and comfortable operating in a collaborative virtual environment.

Read and write fluently in English.

Demonstrated ability to communicate in Spanish (preferred).

Applicable driver’s license, as the position may require travel to other division offices, including out-of-state travel.

Ability to be flexible with a daily work schedule to meet coaching needs (7:00 am - 7:00 pm CT).

Mobility to travel in and around office surroundings and to other call centers of offices.

Visual ability to perform job responsibilities.

Diversity at ONE Gas

Inclusion & Diversity is so important to us that we made it one of our core values, values that guide and direct our actions as we go about our daily business. 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

401K that is 100% matched up to 6%.

Profit Sharing 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.