SourceGas

Energy,

Re-energized.

Headquartered just outside of Denver in the community of Lakewood, SourceGas is a leading supplier and distributor of natural gas to residential and business customers in Arkansas, Colorado, Nebraska, and Wyoming. And it’s no secret that our steady growth has been fueled by the talent and energy of our dedicated employee base. That same growth has now created the following opportunity to join our close-knit corporate headquarters team.

• Design, implement, and ultimately drive the provision of a heightened customer service product offered by SourceGas
• Accountable as the primary liaison to the group providing customer service on behalf of SourceGas (may include either a third party group or an in-house team)
• Responsible for the design and implementation of comprehensive training and the subsequently successful delivery of heightened customer service as provided by call center representatives
• Develop a system for closely monitoring and ensuring compliance to SourceGas customer service guidelines as provided by either third party or in house call center team(s)
• Monitor and coordinate internal feedback processes
• Ensure the regular maintenance and ongoing improvement of associated procedures manuals
• Drive and ultimately be responsible for the successful and ongoing customer service training of related field personnel
• Provide "lead by example" management in assisting with the consistently successful resolution of customer service and billing issues
• Provide thorough and ongoing support to Division Managers and Administrative Assistants, inclusive of the development of an effective feedback process
• Develop and provide an internal reporting function in which customer service issues, challenges, and representative activities are made easily communicable across company lines
• Manage the regular maintenance and continual fine-tuning of internal customer service and billing procedural manuals
• Manage, develop, and review the responses, resolutions, and tracking of customer complaints received from each State Public Service Commission and subsequently handled by your Customer Service team
• Involvement with and understanding of the Choice Gas Program
• Coordinate supplier and State Commission reporting requirements
• Develop successful working relationships with participating suppliers in the Choice Gas Program(s)
• Manage, maintain, and monitor Regulatory Compliance related to customer service
• Understand, apply, and monitor compliance with applicable internal rules, state tariffs, and commission regulations
• Develop and maintain a positive working relationship between customers, commission staff, field personnel, and third party contractors
• Deal with a wide variety of people with tact, courtesy, and professionalism
• Speak and write clearly, and in a manner that illustrates an understanding of the applicable audience
• Other daily, weekly, and monthly duties as assigned
• May be required to work non-traditional hours as needed
• May be required to carry a company-provided cell phone and may be required to be available to respond to and place phone calls during both traditional working and non-working hours
• Travel within the geographic region of current locations in Colorado, Wyoming, Nebraska, and Arkansas, future locations as they become incorporated, customer service 3rd party contractor locations, and other areas of United States as required (may include overnight and/or weekend travel)
• Experience working within a regulated industry is preferred
• Experience working with Public Service Commission regulatory staffs preferred
• Understanding of the Choice Gas program, and/or parallel programs in similar industries defined by the ability of the customer to select a particular service provider

Educational Requirements

• Undergraduate degree from an accredited university, preferably within the field of business administration or related field

• A minimum of three years of managing both people and processes within the customer service field is required
• Demonstrated experience in preparing and presenting training programs to be applied to both company personnel and outside parties
• Demonstrated public speaking experience
• Ability to successfully perform the required and expected duties with minimal direct supervision
• Project management skills
• The ability to multi-task, inclusive of the ability to continually and successfully reprioritize within a dynamically changing work environment
• Demonstrated understanding of the nuances of leadership and the interpersonal skills necessary to establish explicit and implicitly implied leadership both within the team and across supporting departments
• A readily apparent understanding of the fundamental and intrinsic truisms of providing a thorough a detailed customer service experience
• Either a history within the natural gas arena, and/or an proven track record of providing a heightened customer service product transferable across industry lines
• Ability to organize, schedule, and prioritize departmental and individual work to meet various schedules and objectives
• Solid written and oral communication skills
• Intermediate to advanced proficiency in computer applications, including but not limited to the Microsoft Office environment

At SourceGas, you’ll enjoy a highly competitive salary along with an outstanding benefits package that includes health, dental, vision, and life insurance, 401(k) with employer contribution, and much, much more.