National Fuel is seeking a Customer Engagement Specialist to join our Buffalo call center, supporting customers with billing, service, and outage-related inquiries. This role offers paid training, consistent weekday scheduling, and opportunities for growth within Consumer Business operations. National Fuel is proud to have an inclusive workplace where diversity is valued, hard work is rewarded and promotion from within is supported. We offer exciting career opportunities for talented and ambitious job seekers and encourage you to apply today.
PRIMARY RESPONSIBILITIES:
Customer Interaction
- Handle high-volume inbound and outbound customer calls (billing, payments, service changes, outages)
- Deliver empathetic, solutions-focused service
Systems & Processing
- Navigate multiple systems to document and track interactions
- Process service orders (start/stop service, transfers, emergency requests)
Issue Resolution
- Troubleshoot billing and service concerns
- Escalate complex or safety-related issues
Performance Expectations
- Meet established quality, productivity, and customer satisfaction targets in a structured, metric-driven environment
SCHEDULE & TRAINING:
- No weekends or evenings are required
- Paid instructor-led training (12–14 weeks, includes assessments)
- Training schedule: Monday–Friday, 7:30 a.m.–4:00 p.m.
- Post-training schedule: Monday–Friday, 9:30 a.m.–6:00 p.m.
MINIMUM QUALIFICATIONS:
- High school diploma or equivalent
- Experience using CRM, billing systems, or similar platforms, or the ability to quickly learn new systems
- Ability to multitask across multiple applications and screens while on live calls
- Strong data entry skills with high accuracy and attention to detail
- Proficiency in Microsoft Office (Excel, Outlook, Word)
- Ability to quickly learn and navigate new software and internal systems
PREFERRED QUALIFICATIONS:
- Prior experience with SAP and/or Microsoft Office applications
- Previous call center or high-volume customer service experience
- Experience handling billing inquiries, payment processing, or service coordination
- Familiarity with call center KPIs and performance metrics
ABOUT NATIONAL FUEL:
National Fuel is a diversified energy company headquartered near Buffalo, NY. Our employees continue to be the most important part of our Company and have made us who we are today. We are dedicated to the communities in which we live and work and have nearly 2,000 employees in Western NY and Northwest PA.
COMPENSATION AND BENEFITS:
This is a position within the Company’s collective bargaining unit with an hourly rate of pay. Starting rate of pay $26.18/hour, after 6 months $27.90/hour, after one year $30.81/hour.
National Fuel offers a comprehensive benefits package including the following:
| · Medical and Prescription Drug Coverage | · Paid Sick Time |
| · Dental & Vision Coverage | · Parental Leave for Mothers and Fathers |
| · 401(k) with Company Match | · Tuition Reimbursement |
| · Company Funded Retirement Savings Account | · Life Insurance |
| · Paid Vacation | · Flexible Spending Account |
| · Paid Company Holidays
|
· Charitable Giving Program |
HOW TO APPLY:
Any candidate offered a position with National Fuel will be required to successfully complete a pre-employment drug test. For confidential consideration, please submit your resume and cover letter (preferably in PDF format) to jobs@natfuel.com by 7/6/26. Attachments with a .docm extension will not be accepted.
Please reference position #26-065NY – Customer Engagement Specialist in the subject line of your email.