Customer Service Representative

Responsibilities: 

• Performs activities to reconcile, review, and monitor the activities required, ensuring the company's obligation to transport natural gas in the pipeline.
• Performs advanced level, very complex transactions, including nominations processing through confirmation and scheduling, while following rules and requirements.
• Reconciles imbalances and pooling points.
• Provides information timely, to allow for any necessary reconciliation.
• Works with customers and less experienced employees, to explain company policies, practices, tariff provisions, and transportation procedures.
• Assists in customer problem resolution.
• Monitors customer activities and ensures compliance with tariff provisions.
• Maintains necessary documentation of gas receipt and transportation activity and prepares reports.
• Participates in specialty projects requiring advanced to complex business and/or system knowledge, and a mastery of more complex natural gas issues.
• Manages and provides timely, accurate, and volumetric information for analysis and decision making.
• Serves as an interface between pipelines and other employees, within and without the business area.
• Performs at moderate to advanced level, to develop and maintain relationships with assigned key account customers.
• Is normally the single point of contact for multiple customers.
• Has ability to service all customer requests and to provide advanced information on company policies, practices, and tariff provisions.
• Provides assistance and individualized training on transportation storage procedures and software usage, at a moderate to complex level.
• Monitor customer activities to assist customers in utilizing contractual commitments effectively, promoting the services use.
• Works with other business areas to find resolutions to issues impacting a wider array of users.
• Partners with IT Business Analysts to align business needs with technology solutions.
• Available at all hours as needed.
• Provides proactive customer support.
• Analyzes work to eliminate errors and avoid risks.
• Provides documentation of processes and procedure.
• Provides training to internal employees and external customers.
• In times of system stress, assist with tasks as required.

Qualifications: 

Customer Service Representative 1: 

• Ability to operate personal computer, including data analysis.
• Ability to define problems, collect data and draw conclusions
• Ability to communicate effectively, establish rapport and speak persuasively
• Ability to negotiate problem solutions
• Effective interpersonal skills
• Ability to work independently

Customer Service Representative 2: 

• Ability to perform data analysis
• Ability to define problems, collect data and draw conclusions
• Ability to communicate effectively, establish rapport and speak persuasively
• Ability to negotiate problem solutions
• Effective interpersonal skills
• Ability to work independently
• Knowledge of transmission pipeline system, facility operations, tariff provisions and service agreements preferred
• Knowledge of customer facilities and operations, transportation rules and policies and interconnections preferred
• Previous experience with transportation and scheduling of natural gas.

Senior Customer Service Representative: 

• Considerable experience in gas transportation.
• Ability to perform data analysis
• Ability to define problems, collect data and draw conclusions
• Ability to communicate effectively, establish rapport and speak persuasively
• Ability to negotiate problem solutions
• Effective interpersonal skills
• Ability to work independently
• Knowledge of transmission pipeline system, facility operations, tariff provisions and service agreements preferred
• Knowledge of customer facilities and operations, transportation rules and policies and interconnections.

Education: Bachelor (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.)

Preferred Degree: Business