Position Information:
Customer Rep:
Perform routine customer contact and/or customer account-related functions, including interpreting, analyzing and resolving customer inquiries, billing and/or credit issues by telephone, in person, through written communications, reporting, and/or notification from internal/external sources.
Customer Specialist:
Perform complex customer contact and/or customer account-related functions, including cashiering, interpreting, analyzing and resolving customer inquiries, billing and/or credit issues by telephone, in person, through written communications, reporting, and/or notification from internal/external sources. Assist in new employee training and cross-training as assigned. May assume responsibilities for work assignment in the absence of Lead Customer Specialist or Supervisor.
Responsibilities:
Customer Rep:
- Accurately and efficiently analyze, process and handle gas related emergency situations within company procedures, state and federal regulations
- Perform customer contact (internal/external) and/or customer account-related responsibilities by telephone, in person and/or in writing, reporting, and/or notification from internal/external sources
- Provide information, research accounts, respond to and/or resolve billing/rate inquiries and discrepancies, schedule orders to establish and disconnect service, make payment arrangements, perform credit, collection, and billing functions, handle illegal usage accounts
- Analyze and resolve routine situations, customer concerns and/or customer account discrepancies while simultaneously exercising good judgment, applying experience and knowledge
- Use comprehensive knowledge of other departments to perform district-related functions, when applicable
- Multi-task in an environment with fluctuating workload, working independently or as a member of a team interfacing with customers, co-workers, supervisors and other department personnel
- Interpret, follow and apply all Tariffs, company rules/policies, standard practices
- May provide training and share knowledge with department employees as required
- Moderate to heavy use of multiple computer systems/applications simultaneously and accurately
- Complete assigned duties accurately and efficiently while adhering to production and quality standards
- Consistently demonstrate a level of excellence in customer service skills including tact and diplomacy when interacting with customers, peers and management
- Regular and predictable attendance is a condition of employment and is an essential function of the job
Customer Specialist:
- Perform all duties of a Customer Representative
- Perform customer contact (internal/external) and/or customer account-related responsibilities by telephone, in person and/or in writing, reporting, and/or notification from internal/external sources
- Provide information, research accounts, respond to and/or resolve billing/rate inquiries and discrepancies, schedule orders to establish and disconnect service, make payment arrangements, perform credit, collection, and billing functions, handle illegal usage accounts, perform cashiering and accurately prepare bank deposits
- Analyze and resolve complex situations, customer concerns and/or customer account discrepancies while simultaneously exercising good judgment, applying experience and knowledge
- May perform dispatching duties
- Use comprehensive knowledge of other departments to perform district-related functions, when applicable
- Multi-task in an environment with fluctuating workload, working independently or as a member of a team interfacing with customers, co-workers, supervisors and other department personnel
- Interpret, follow and apply all Tariffs, company rules/policies, standard practices
- May provide training and share knowledge with department employees as required
- Moderate to heavy use of multiple computer systems/applications simultaneously and accurately
- Complete assigned duties accurately and efficiently while adhering to production and quality standards
- Consistently demonstrate a level of excellence in customer service skills including tact and diplomacy when interacting with customers, peers and management
- Regular and predictable attendance is a condition of employment and is an essential function of the job
Minimum Qualifications:
Customer Rep:
Previous experience in a customer service, administrative or professional environment required. Proficiencies in computer, business, math, and business communications, problem-solving and organizational skills required. Must meet Company established keyboarding and skills standards for position. Successful completion of Company required training.
Customer Specialist:
A minimum of 18 months experience as a Southwest Gas Customer Representative. Proficiencies in computer, business math, business communications, problem-solving and organizational skills required. Must meet Company established keyboarding and skills standards for position. Successful completion of company required training.
Salary Details:
Customer Rep: Hourly Rate: $15.06 – $19.84
Customer Specialist: Hourly Rate: $17.71- $23.32
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