**Position Description:** **We are hiring a Manager to oversee our customer service technical training and quality assurance groups across Oklahoma, Kansas, and Texas. This position can be based in Tulsa, Oklahoma City, El Paso, or Topeka.** **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** Manage a team responsible for supporting ONE Gas Customer Service Operations functions including technical training and quality assurance as applicable. Develop and implement customer service policies and procedures to ensure efficient operations regarding call centers, builder services, credit and collections, billing and payments, and transport and storage, as applicable. Provide oversight of process improvement initiatives and implement operational efficiencies that benefits internal and external customers. Interact with other company department personnel to develop, implement, and coordinate programs to improve the quality of service provided to customers. Coordinate and communicate company issues and activities related to customer service operations. Provide information and assistance to management, employees, regulatory agencies, auditors, vendors, and/or others. Develop, implement, and maintain customer service operations management strategies across one or more divisions. Coach, develop and mentor direct reports through the establishment of individual development plans. Develop team plans to drive performance results, enhance overall leadership competencies, business performance and enhance collaboration across work groups while monitoring effectiveness. Advise and assist customers, builders/developers, state and local officials, vendors, and others regarding gas equipment, company policies and procedures, customer development programs and tariffs as applicable. Coordinate and communicate company issues and activities related to bad debt, collections, and customer accounting. Participate in committees to ensure appropriate attention is placed on collection activities as applicable. Responsible for trainers developing instructional design materials, curriculum and content, including eLearning courses, and training materials incorporating any business or process changes. Regular and reliable attendance is required in the performance of this job. Employee may perform additional responsibilities as assigned. Manage customer account activities as applicable including: + Contact and Business center operations + Outside service contractor relationships + Cash remittance processing + Billing adjustments + Credit and Collections + Use of technologies + Customer Relationship Management + Meter management + Rate jurisdiction identification and corrections + Tax reviews and all accounting adjustments + Electronic Work Queue (EWQ) Provide oversight for teams that research, analyze, prepare, and monitor information as applicable, include but not limited to: + Billing statements + Balancing reports + Month-end closing reports + Measurement discrepancies + Transportation contracts + Rate tables, service riders and tariffs **What You Will Need** Preferred Bachelor's Degree In accounting, business administration, or related field or an equivalent combination of formal education and the following job-related experience: Experience with distribution field and service operations. Demonstrated ability of gas industry terminology and operations including transmission, distribution, gathering, and compression. Demonstrated ability in functional areas including transportation services, measurement, gas supply, rates, and IT as applicable. Experience reading, analyzing, or understanding rate tariffs, terms and conditions, union contracts, government regulations, business journals, trade publications, credit reports, company news, customer correspondence, and company policies and procedures as applicable. Working knowledge of Customer Information System (CIS) and understanding of utility billing practices and processes as applicable. Experience developing and implementing short, medium, and long-term strategies in support of operational objectives. Demonstrated ability to analyze, prioritize, and determine the impact of proposed changes in customer service operations. Experience researching, preparing, and composing reports, guidelines, cost analyses, procedures, training materials, budgets, presentations, and correspondence. Experience monitoring and evaluating company policies and procedures and recommending and implementing appropriate changes. Working knowledge of policies and procedures applicable to various customer service operations functions. Experience supervising, directing, and training. Experience developing information and conducting group presentations. Demonstrated ability to read and write fluently in English. Minimum Applicable driver's license. Requires travel to other company offices, facilities, and job sites. Mobility to travel in and around office facilities and to job sites both in and out of state. Communicate and/or exchange information or instructions; conduct oral presentations. Visual abilities sufficient to perform job duties. **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. Job ID: 6139 Functional Area: Customer Service Position Type: Full-Time Regular Relocation Provided: No Location: El Paso, TX Department: CUSTOMER SVC Internal / External: Internal and External Experience Required: 5 - 7 Years