24.403.B2 - Owner Relations Representative

Essential Job Responsibilities:

• Provide guidance to Owner Relations Representatives in addressing owner inquiries.
• Assist Owner Relations Representatives with answering incoming owner relations inquiries regarding various issues including revenue, land, division orders, JIB, A/R and AP.
• Gather and analyze call center data for various requests.
• Prepare monthly reports analyzing call volume, closed cases, inquiry types and other metrics for management.
• Liaison with various 3rd party vendors that impact owners.
• Assist in developing and achieving various call center metrics.
• Help establish efficient and effective processes to reduce resolution time.
• Develop call center scripts and/or process documentation to be used by the representatives.
• Monitor volume and types of calls/emails to discern common themes and communicate to management.
• Document and track unresolved issues, providing status updates to owners in a timely manner.
• Manage difficult or emotional situations involving dissatisfied owners.
• Assist Owner Relations Representatives with logging owner inquiries in a case tracking system and provide guidance with how to route within the organization.
• Maintain working knowledge of ongoing Hilcorp projects that will impact owners and communicate to Owner Relations team.
• Solid problem-solving skills for the purpose of determining and solving owner issues.
• Engage in active listening with callers, confirming or clarifying information as needed.
• Build relationships and trust with owners.
• Identify and escalate priority issues and report to management.
• Complete call notes and call reports using the appropriate tools, recording details of inquiries, comments and actions taken.
• Adhere to the company's values - integrity, ownership, urgency, alignment and innovation.
• Support the company vision and mission.
• Adhere to established work schedule, attendance standards and punctuality to work and meetings.

Other Job Responsibilities:

• Maintain employee confidence and protect company assets, including intellectual property, by keeping information confidential.
• Contribute to team effort by accomplishing related results as needed.
• Other duties as assigned by management.

Qualifications:

• Strong communication both written and verbal.
• Great active listening skills.
• Exceptional interpersonal and rapport building skills.
• Strong time management and organizational skills.
• Adaptability and flexibility; comfortable working in fact-paced environments.
• Basic troubleshooting skills and computer literacy including familiarity with Windows computers.
• Experience working in a call center / helpdesk environment is ideal.
• Five (5) years minimum experience at an upstream oil and gas company.
• Ability to solve problems accurately.
• Ability to establish and maintain effective working relationships with employees, supervisors, other departments, officials, and the public.
• Ability to complete multiple, diverse tasks of differing priorities.

Education Requirements:

• Bachelor's Degree from an accredited four-year university or college

Certifications, Licenses, Registrations:

• None.