|Date Posted||April 28, 2021|
Trades & Services
Call Centre / CustomerService
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. Also assists in training other staff as needed. Deal with assigned complex customer issues on an individual basis. Have the potential to handle complex customer issues in a timely manner. Able to coordinate with gas control, customer and pricing desk on interconnect activity. Able to perform JIRA and project testing. Able to determine when manual scheduling is appropriate before seeking approval. Help build training manuals.
Customer services department is 24x7 operation with office staffed from 6:30 a.m. to 10:00 p.m. daily. Work is performed in a team environment.
Perform nominations, confirmations, allocations and scheduling activities on Northern Natural Gas's pipeline. Reconcile and collect outstanding accounts receivables for assigned accounts. (30%)
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. (20%)
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. (20%)
Create detailed JIRA ticket to identify TMS-related issues to be resolved by IT. (5-10%)
Assist marketers on assigned accounts. (5-10%)
Coordinate with gas control, customer, and pricing desk on interconnect activity. (5-10%)
Assist in building training manuals for the department. (5-10%)
Provide technical input to assist in development of project planning. (0-5%)
Perform any additional responsibilities as requested or assigned. (0-5%)
Bachelor of Science degree in business administration or related field; or equivalent gas industry work experience. (Typically six years of related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree.)
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 in this work environment.
Must be able to interact with multiple levels of business and technical personnel and possess strong analytical and problem-solving skills in order 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/month, 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 and rotate the holiday coverage as scheduled by the team.