News : Roanoke Gas Cuts Customer Service Jobs, Contracts with Call Center Company
Roanoke, VA, USA, Aug, 2017 -- Roanoke Gas Company has transferred its customer service tasks from Roanoke to a company that operates call centers.
The decision affected 18 Roanoke Gas employees, whose jobs ended last month. The company said it offered the workers severance packages and job placement support.
In addition, Roanoke Gas no longer offers walk-in service for customers at its office on Kimball Avenue.
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A call to customer service Monday afternoon was answered by a woman at a call center in Nebraska.
Roanoke Gas, a subsidiary of RGC Resources, contracted with Hampton-based Faneuil Inc. to transfer the customer service functions.
Paul Nester, vice president and chief financial officer for RGC Resources, said Monday that the transfer of customer service duties "was an overall business decision."
"There were a lot of factors that went into it," Nester said, noting that many other businesses have made similar decisions in recent years to use call centers instead of in-house customer service employees.
Roanoke Gas will continue to accept payments online, by mail and at walk-in locations operated by other organizations.
Nester said the company has heard complaints from people accustomed to visiting customer service at Kimball Avenue. He said he hopes they will adapt quickly to new options.
Roanoke Gas and RGC Resources now employ a total of 109 people.
Posted by Veronica Silva Cusi, news correspondent
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