The purpose of this position is to receive, investigate and respond to customer inquiries received from regulatory agencies, advocacy organizations, and Southern Company Gas executives and subsidiaries. The incumbent will work in an extremely high volume, fast paced and multi-tasking environment, and take ownership of commercial and residential escalated customer requests received via telephone, fax, correspondence and emails. The incumbent is accountable for managing the formal complaint process, investigating/identifying complaint root causes and completing tracking processes. The incumbent will offer alternative solutions, where appropriate, with the objectives of supporting Customer Experience initiatives, reporting trends, communicating best practices and recommendations, while focusing on customer retention and satisfaction. The incumbent is responsible for making sure customer and employee information relating to customer complaints are secure and kept confidential. The incumbent must comply with applicable federal, state and local laws, regulations and ordinances; maintain regulatory and industry relationships; and adhere to key performance indicators as well as both internal and regulatory service levels. The incumbent would be expected to use Speech Analytics to elevate the customers’ experience and improve overall satisfaction. This role may occasionally support the Call Center in its functions as a service provider for Southern Company Gas. This is a bargaining unit position (IBEW Local 1997)
Job Responsibilities & Accountabilities by Competency
Functional Expertise:
- Serve as liaison to resolve escalated complaints (e.g., the Regulatory Commissions, Executive offices, BBB, Media, Legal, Governmental Relations, Community Relations, and other consumer advocate organizations)
- Conduct research, identify a solution and respond to customers within the outlined service level agreement
- Investigate billing/credit inquiries (transferred dollars, deferred payment arrangements)
- Investigate appointment scheduling, gas leaks, and other general inquiries
- Maintain, track, and trend data for monthly reporting including the use of Speech Analytics
- Document and report VOC findings and engage business partners to effect process change or enhancements
- Maintain regulatory compliance
Business Acumen:
- Analyze and identify gaps, redundancies; make appropriate recommendations
- Analyze and recommend process improvements to reduce complaints and improve customer service throughout the organization
- Maintain working knowledge of all company products, services and promotions
Engagement:
- Participate in activities designed to improve customer satisfaction and business performance
- Participate in morale building activities across the Enterprise VOC team
- Manage peer relationships
- Engage business partners in developing customer solutions and recommendations
Driving Results:
- Accountable for meeting individual performance objectives
- Manage assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed.
- Must meet KPI targets on a consistent basis
Qualifications
Education, Certifications/Licenses:
Required:
- High School Diploma or GED
Preferred:
Related Work Experience:
Required:
- 1-2 years experience customer service
- Availability to work flexible schedule which includes all hours of customer care operations
Preferred:
- 1-2 years experience in utility or call center
Or
- Equivalent academic education and experience
Specific Skills & Knowledge:
Required:
- Basic proficiency in MS Excel
- Basic proficiency in MS Word
- Problem solving and decision making skills
- Excellent written and verbal communication skills
- Intermediate proficency in CCB, GCMA, Avaya and other related technologies
Working Conditions/Physical Requirements:
- 95% keyboarding
- Hybrid working conditions
Disclaimer:
This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.
About Southern Company Gas
Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit southerncompanygas.com .
Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .
Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Identification: 14428
Job Category: Customer Service
Job Schedule: Full time
Company: AGL Services Company
