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One Gas Manager - Contact Center in Topeka, Kansas

Manager - Contact Center

  • Job ID: 1531

  • Functional Area: Customer Service

  • Position Type: Full-Time Regular

  • Relocation Provided: No

  • Location: Topeka, KS

  • Department: CUSTOMER SVC

  • Internal / External: Internal and External

  • Experience Required: 3 - 5 Years

Position Description:

Manages customer accounting operations; which could include billing, payments, credit, and collections.

Supervise and assist customer accounting employees related to:

  • Customer account corrections

  • Service order exception processing

  • Detailed responses to regulatory agency

  • Preparation of collection reports

  • Collections, charge-off and recovery analysis

  • Billing and meter reading exceptions

  • Call tracker analysis

  • Error tracking

  • Oversee collection trends

  • Payment activity

Oversee customer accounting activities including, but not limited to:

  • Business center operations

  • Outside service contractor relationships

  • Cash remittance processing

  • Bad debt collections

  • Billing adjustments

  • Use of technologies

  • Customer Relationship Management CRM

  • Meter management

  • Rate jurisdiction identification and corrections

  • Tax reviews and all accounting adjustments

  • Electronic Work Queue (EWQ)

Oversee and/or direct development of supervisory and employee coaching/training benchmarking techniques and strategies.

Advise and assist employees, customer, governmental representatives, telephone representatives, vendors and others on issues such as customer service policies and procedures, billing/service requirements, and complaint resolution.

Resolve customer billing problems and account issues.

Develop and implement customer service policies and procedures to ensure efficiency and cooperation between customer service field operations, local offices, and Information Center.

Participate with the implementation of customer programs. Advise and guide field personnel on customer service policies and procedures.

Monitor, analyze, develop, and prepare information including but not limited to:

  • Departmental production reports

  • Departmental goal setting and performance reviews

  • Responses to customer correspondence

  • Responses to union grievances

  • Standardized customer service correspondence and forms

  • Course outlines and training materials

  • Department budget

Regular and reliable attendance is required in performance of job.

Employee may be required to perform additional duties as assigned.

Position Requirements:

Preferred Bachelor's Degree business administration, accounting, related field or an equivalent combination of formal education and the following job-related experience:

Experience with and thorough knowledge of customer service policies and procedures and billing activities.

Knowledge of gas operations and utility business.

Experience with application of general math and statistical analysis.

Experience in use and function of office equipment including computers and applicable software.

Experience and/or training related to:

  • Customer Service Systems (CIS)

  • Utility rates and regulatory

  • Credit and collections

  • Customer relations

  • Interpersonal communications

  • Customer Billing and Payments

Experience reading, analyzing, and/or understanding rate tariffs, terms and conditions, union contracts, government regulations, business journals, trade publications, credit reports, company news, customer correspondence, and company policies and procedures.

Experience composing and preparing internal and external correspondence, budgets, collections reports, and analysis.

Experience leading, directing, training, and/or supervising.

Demonstrated ability to read and write fluently in English.

Experience with financial decision making

Minimum Applicable driver's license

Ability to travel as needed

Communicate and/or exchange information with internal and external personnel

Visual abilities sufficient to perform job duties.


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.