Customer Support Associate- Amarillo, TX

Atmos Energy•Amarillo, TX

1d•Onsite

About The Position

The Customer Support Associate responds to current and prospective customers about basic service connections and disconnections, billing questions, and payment arrangements. Customer contact is primarily by phone, but may also occur through other communication channels. The associate processes basic transactions and requests within their designated authority, refers other matters to the appropriate level, applies company policies and procedures to customer issues, and corrects customer account errors in an online Customer Information System. The role also involves researching potential account discrepancies, verifying customer identity and address information, reviewing delinquent accounts as required, and responding carefully to calls involving natural gas or other potential emergencies. The position works indoors and occasionally involves bending, stooping, grasping, reaching, twisting, turning, or lifting; extended periods of sitting may be required. As a safety-sensitive position, it requires pre- and post-employment screenings, including drug testing as outlined by the Department of Transportation and Pipeline and Hazardous Materials Safety Administration. Employees who complete training and a bilingual assessment may receive an additional $2.00 per hour for Spanish-English bilingual skills.

Requirements

High school diploma or GED.
Successful completion of the Customer Service Assessment, demonstrating communication and customer service skills.
Excellent verbal and written communication skills.
Ability to perform basic addition, subtraction, multiplication, and division.
Intermediate computer skills for data entry, reference, and/or retrieval tasks.
Ability to meet pre- and post-employment screening requirements, including drug testing as outlined by the Department of Transportation and Pipeline and Hazardous Materials Safety Administration.
Occasional ability to bend, stoop, grasp, reach, twist, turn, or lift, and to sit for long periods.

Nice To Haves

Previous experience with a Customer Information System.
Spanish-English bilingual ability; additional $2.00 per hour is available upon completion of training and a bilingual assessment.

Responsibilities

Respond to current and prospective customers about basic service connections, disconnections, billing questions, and payment arrangements, primarily by phone and sometimes through other communication channels.
Receive and process basic transactions and requests within the designated level of authority, forwarding other issues to the appropriate level of responsibility.
Address customer issues using current company policies and procedures.
Correct errors on customer accounts using an online Customer Information System and communicate accurate information to customers in a timely, professional manner.
Research potential account discrepancies and take appropriate action to verify customer identity, addresses, and delinquent accounts as required.
Handle customer calls involving natural gas and other potential emergency situations while exercising caution and following standardized processes.