Customer Relations Technician

Mountaineer Gas Company

Position Title: Customer Relations Technician

Requisition Number: 28401

Mountaineer Gas Company is the largest natural gas distribution company in West Virginia with over 220,000 customers and 450 employees. We service fifty (50) of the fifty-five (55) counties in West Virginia and maintain close to 6,000 miles of pipeline.

We are currently recruiting in our Corporate office, Charleston, WV, for a Customer Relations Technician.

• Resolve escalated customer service complaints received through the local state Public Service Commission (PSC), our company call centers/back office, our local Operations offices, the external media, and from our executive management.
• Investigate company actions related to Public Service Commission (PSC) regulations and internal procedures for gas accounts.
• Completes reports and related case documentation for informal complaints.
• Coordinate customer business manners in a friendly, tactful manner to develop and promote the highest degree of customer relations.
• Supports other department activities as needed.

Requirements:

• Requires a high school diploma or equivalent and three years related experience.
• Knowledge of PSC rules and regulations.
• Requires computer skills for data entry and information retrieval tasks (Word, Excel, PowerPoint).
• Tact and diplomacy when dealing with difficult customer interactions.
• Demonstrated strong verbal and written communication skills.

Preferences:

• Previous utility customer service experience.
• A two- or four-year degree and experience in a regulatory environment is preferred.

Mountaineer Gas Company is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with Mountaineer Gas Company policies.