Customer Service Representative 1/2
Northern Natural Gas, Omaha, NE, United States
Job Description
This is a multi-level posting. Candidates may be considered for any of the levels posted, depending on their level of experience and depth of expertise.
The customer service representative, with limited supervision, performs daily nominating, confirming and scheduling processing functions. Also performs monthly invoicing process. Facilitates communication of critical and non‑critical information that impacts daily customer activities to both internal and external parties. Analyzes and resolves scheduling and billing issues and responds to customer inquiries. Assists in training other staff as needed and deals with assigned complex customer issues on an individual basis. The role requires the ability to handle complex customer issues in a timely manner, coordinate with gas control, customer, and pricing desks on interconnect activity, perform system application testing, and determine when manual scheduling is required before seeking approval. The department operates 24/7, with office hours from 6:30 a.m. to 10:00 p.m., and work is performed in a team environment.
Responsibilities
Perform nominations, confirmations, allocations and scheduling activities on Northern Natural Gas’s pipeline.
Reconcile and collect outstanding accounts receivables for assigned accounts.
Monitor assigned points, comparing scheduled volume to actual flow on a daily basis.
Provide customer satisfaction to assigned operators and shippers.
Resolve discrepancies at pipeline interconnects.
Investigate and respond to customer scheduling and billing discrepancies, determine when manual scheduling is appropriate prior to seeking approval, and execute customer requests in a timely manner.
Assist marketers on assigned accounts.
Coordinate with gas control, customer, and pricing desks on interconnect activity.
Assist in building training manuals for the department.
Provide technical input to assist in development of project planning.
Perform any additional responsibilities as requested or assigned.
Qualifications
Bachelor of Science degree in business administration or related field; or equivalent gas industry work experience. (Typically, four years of related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree.)
The customer service representative 1 requires two or more years of related experience.
The customer service representative 2 requires five or more years of related experience.
Must be proficient with Microsoft Word, Excel, Access, CAS and CMS.
Familiarity with Northern Natural Gas gas tariff.
Excellent written and verbal communication skills are essential to effectively contribute to this work environment.
Must be able to interact with multiple levels of business and technical personnel and possess strong analytical and problem‑solving skills to recognize and resolve problems in a timely manner.
Effective analytical and problem‑solving skills.
Ability to prioritize and handle multiple tasks and projects concurrently.
Required to rotate work schedule, which results in working at least one weekend per month and providing coverage for the 6:30 a.m. to 2:30 p.m. or the 2:00 p.m. to 10:00 p.m. shift, while rotating holiday coverage as scheduled by the team.
About The Team Northern Natural Gas is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law. Employees must be able to perform the essential functions of the position, with or without an accommodation.
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The customer service representative, with limited supervision, performs daily nominating, confirming and scheduling processing functions. Also performs monthly invoicing process. Facilitates communication of critical and non‑critical information that impacts daily customer activities to both internal and external parties. Analyzes and resolves scheduling and billing issues and responds to customer inquiries. Assists in training other staff as needed and deals with assigned complex customer issues on an individual basis. The role requires the ability to handle complex customer issues in a timely manner, coordinate with gas control, customer, and pricing desks on interconnect activity, perform system application testing, and determine when manual scheduling is required before seeking approval. The department operates 24/7, with office hours from 6:30 a.m. to 10:00 p.m., and work is performed in a team environment.
Responsibilities
Perform nominations, confirmations, allocations and scheduling activities on Northern Natural Gas’s pipeline.
Reconcile and collect outstanding accounts receivables for assigned accounts.
Monitor assigned points, comparing scheduled volume to actual flow on a daily basis.
Provide customer satisfaction to assigned operators and shippers.
Resolve discrepancies at pipeline interconnects.
Investigate and respond to customer scheduling and billing discrepancies, determine when manual scheduling is appropriate prior to seeking approval, and execute customer requests in a timely manner.
Assist marketers on assigned accounts.
Coordinate with gas control, customer, and pricing desks on interconnect activity.
Assist in building training manuals for the department.
Provide technical input to assist in development of project planning.
Perform any additional responsibilities as requested or assigned.
Qualifications
Bachelor of Science degree in business administration or related field; or equivalent gas industry work experience. (Typically, four years of related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree.)
The customer service representative 1 requires two or more years of related experience.
The customer service representative 2 requires five or more years of related experience.
Must be proficient with Microsoft Word, Excel, Access, CAS and CMS.
Familiarity with Northern Natural Gas gas tariff.
Excellent written and verbal communication skills are essential to effectively contribute to this work environment.
Must be able to interact with multiple levels of business and technical personnel and possess strong analytical and problem‑solving skills to recognize and resolve problems in a timely manner.
Effective analytical and problem‑solving skills.
Ability to prioritize and handle multiple tasks and projects concurrently.
Required to rotate work schedule, which results in working at least one weekend per month and providing coverage for the 6:30 a.m. to 2:30 p.m. or the 2:00 p.m. to 10:00 p.m. shift, while rotating holiday coverage as scheduled by the team.
About The Team Northern Natural Gas is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law. Employees must be able to perform the essential functions of the position, with or without an accommodation.
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