Customer Support Associate- Amarillo, TX

Atmos Energy•Amarillo, TX

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 and may also occur through other communication channels. The role processes basic transactions and requests within its designated authority, refers other issues to the appropriate level, and applies company policies and procedures to resolve customer issues. The associate corrects customer account errors using an online Customer Information System, communicates accurate information professionally and promptly, and researches account discrepancies. This may involve verifying customer identity, addresses, and delinquent accounts. The associate also handles calls concerning natural gas and other potential emergencies, following standardized processes and exercising caution. The position works indoors and may involve occasional bending, stooping, grasping, reaching, twisting, turning, or lifting, as well as sitting for extended periods. It is designated safety sensitive and requires pre- and post-employment screenings, including drug testing as outlined by the Department of Transportation and Pipeline and Hazardous Materials Safety Administration. Bilingual Spanish-English associates may receive an additional $2.00 per hour after completing training and a bilingual assessment.

Requirements

High school diploma or General Equivalency Diploma (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.
Must undergo required pre- and post-employment screenings, including drug testing as outlined by the Department of Transportation and Pipeline and Hazardous Materials Safety Administration.

Nice To Haves

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

Responsibilities

Respond to current and prospective customers regarding basic service connections, disconnections, billing questions, and payment arrangements, primarily by phone and potentially 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 customer account errors using an online Customer Information System and communicate accurate information to customers in a timely, professional manner.
Research potential customer account discrepancies and take appropriate action to verify customer identity, addresses, and delinquent accounts as required.
Handle calls concerning natural gas and other potential emergency situations while exercising caution and adhering to standardized processes.