Customer Support Associate- Waco, TX

Atmos Energy•Waco, 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. Contact is primarily by phone and may also take place through other communication channels. The role processes basic transactions and requests within its designated authority, refers other issues to the appropriate level, and addresses customer concerns according to company policies and procedures. The associate corrects errors in customer accounts using an online Customer Information System and communicates accurate information to customers professionally and promptly. The role also researches potential account discrepancies, verifies customer identity, addresses, and delinquent accounts when required, and handles calls involving natural gas and other potential emergencies while following standardized safety procedures. The position works indoors and may occasionally involve bending, stooping, grasping, reaching, twisting, turning, lifting, and sitting for long periods. 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. The schedule is Monday through Friday, 9:15 a.m. to 6:15 p.m. Bilingual Spanish-English differential pay of an additional $2.00 per hour is available upon completion of training and a bilingual assessment.

Requirements

High school diploma or GED, or the general educational knowledge normally acquired through one.
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.
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; 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, referring 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 account discrepancies and take appropriate action to verify customer identity, addresses, and delinquent accounts as required.
Handle calls involving natural gas and other potential emergency situations, exercising caution and following standardized processes.