Customer Relationship Specialist

Aston Carter•North Strabane Township, PA

1d•Hybrid

About The Position

The Owner Relations Agent I provides dedicated support to landowners and interest partners by managing owner account information, handling enquiries, and ensuring accurate documentation across the business. The role focuses on document management, customer service, and collaboration with multiple internal departments to resolve issues, maintain data integrity, and support legal and land functions within an oil and gas environment.

Requirements

0–2 years of commensurate experience in an administrative or customer service role.
High school diploma or GED.
Strong customer service skills with the ability to assist customers with issues and enquiries.
Proven ability to build strong relationships with landowners, interest partners, and colleagues.
Excellent oral and written communication skills.
Ability to manage stressful situations and drive them to a positive outcome.
Professional demeanour and ability to work effectively in a team environment across cross-functional teams.
Self-motivated with the ability to work independently when required.
Ability to adapt and work under pressure while maintaining accuracy and attention to detail.
Strong organisational and problem-solving skills.
Ability to prioritise workflow based on specific deadlines and manage multiple tasks simultaneously.
Excellent computer skills, including proficiency in MS Word, Excel, PowerPoint, Outlook, and cloud-based CRM applications such as Salesforce.
Competence in document management and document control processes.
General computer literacy and confidence working with digital systems and databases.

Nice To Haves

Background in the oil and gas industry is highly beneficial.
0–2 years of administrative Background with customer service experience is preferred.
Experience using Salesforce CRM in a customer or owner relations context.
Experience providing administration support within a corporate environment.
Familiarity with direct deposit processes and related financial documentation.
Experience working with multiple teams within a company and collaborating across departments.
Ability to positively influence peers through actions and guidance to help achieve organisational goals.
Strong customer relations skills with a professional and approachable manner.

Responsibilities

Scan and upload documents into internal databases to ensure accurate and up-to-date records.
Create, update, and monitor Salesforce accounts and cases to track owner enquiries and issues.
Prepare and mail Change of Address and ACH (Direct Deposit) forms in a timely and accurate manner.
Process new and revised owner account data, ensuring completeness and correctness of information.
Answer incoming calls on the Owner Relations hotline and provide professional, courteous customer service.
Create and maintain strong relationships with landowners, interest partners, and industry peers.
Research owner enquiries related to discrepancies in payments, interests, and settlements, and provide clear resolutions.
Confirm decimal interests by calculating various interest types, including working interest, net revenue interest, non-participating royalty interest (NPRI), overriding interests, and Take in Kind (TIK).
Analyse data to confirm leasehold Held By Production (HBP) status using tools such as GIS maps and internal systems.
Review lease documents to confirm key terms such as lease term, royalty percentage, gas price, deductions, and market enhancement provisions.
Provide support to the legal department in resolving claims and civil matters related to ownership and payments.
Collaborate with multiple departments across the business to manage issues, document control, and enquiries.
Support other Land Department responsibilities as assigned.
Assist landowners with direct deposit and other account-related questions in a clear and supportive manner.
Maintain a professional demeanour and represent the organisation positively in all interactions.