The purpose of this position is to verify the identity of new and existing residential and commercial customers to ensure identity theft does not occur for multi-jurisdictional and multi-functional customer contact teams in support of AGL regulated utilities. The incumbent will ensure adequate security is maintained on each account to secure the company against loss. The incumbent is responsible for collecting revenues due to AGL and its entities on final-billed and charged-off accounts and will make financial decisions to protect/collect revenues and adjusts customer accounts. The incumbent will work in a high-volume environment of 2+ million customer contacts through written and electronic media annually and serve a customer population of more than 2 million customers. The incumbent will handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with first call resolution to maintain positive relationships with internal and external customers and offer alternative solutions where appropriate with the objective of retaining customer’s business. The incumbent will communicate with customers using web-based tools and demonstrate the associated proficiency in typing and grammar. The incumbent is responsible for compliance with applicable policies and procedures for customer contact operations within assigned area of responsibility. Incumbents are responsible for regulatory and budget compliance and compliance with work policy, practices, and procedures. Incumbents assist in training and coaching new employees. This is a bargaining unit position (IBEW Local 1997)
Job Responsibilities & Accountabilities by Competency
Functional Expertise:
• Compare personal identifying information provided by the customer to data obtained from external information sources such as a credit reporting agency.
• Determine documentation requirements; review and maintain hard copies when necessary.
• Manually verify the customers’ identification matches the information on a signed residential lease or purchase application.
• Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
• Process turn-on orders placed on hold.
• Perform accounting functions related to orders, adjustments, and corrections.
• Follow documented procedures for new faxes received.
• Properly secure customer identity and documentation.
• Assist CSR with questions regarding lease & ID documentation received.
• Adhere to all Red Flag (FACTA) Rules.
• Process on-line orders (turn-on, turn-off, and match orders) received through the Dashboard.
• Coordinate work requests with appropriate departments and service centers; informs customers of actions taken.
• Tracks and prepare data for monthly reports to include FACTA codes.
• Purge files and ensure data compliances are met based on the Record Retention policy/guidelines.
• Properly update customer information in appropriate systems and tracking tools (CMA & SharePoint).
• Submit monthly on-line order data for monthly reports.
• Attend quarterly training sessions on Red Flag adherence updates.
• Up-sell natural gas plus handle miscellaneous customer service and general information calls via the phone, email, or internet.
• Maintain regulatory compliance (intra-company and extra-company accountability
Business Acumen:
• Maybe required to work in one or multiple ques/skill sets over various customer contact channels.
• Responsible for improving customer retention through programs and service provided to the customer.
• Maintain working knowledge of all company products, services, and promotions.
• Assist in training and coaching new employees
Engagement:
• Participate in activities designed to improve customer satisfaction and business performance.
• Participate in morale building activities
• Manage peer relationships
Driving Results:
• Accountable for meeting individual performance objectives
• Responsible for managing 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:
• BA/BS degree
Related Work Experience:
Required:
• 6 months of experience in customer service
• Availability to work flexible schedule which includes all hours of customer care center operations
Preferred:
• 1 years’ experience in a utility or call center
Or
Equivalent academic education and work experience
Specific Skills & Knowledge:
Required:
• Computer use - basic proficiency
• Keyboard 40 WPM
• Ability to multi-task (Including talking with customers on the phone and using computer systems)
• Customer Service – basic proficiency
• Excellent written and verbal skills
• Time Management – Maximizing available time to its highest purpose while achieving objectives
• Oral Comprehension – the ability to listen to and understand information and ideas presented through spoken words (listen for what’s not being articulated, listening for agreement, etc.)
• Must be able to use multiple mainframe and software programs – MS Office and others which includes SharePoint.
• Solid problem-solving skills.
Working conditions/Physical Requirements:
90-95% keyboarding
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: 14522
Job Category: Customer Service
Job Schedule: Full time
Company: AGL Services Company
