Job Summary
• Required to work in multiple jurisdictions across various customer contact channels
• Maintain working knowledge of all company products and services
• Forward sales opportunities and referrals to sales partners (i.e. rebates, added load and Business Case Authorizations)
• Assist in providing feedback to new employees
• Coach and deliver feedback to employees
• Support Supervisors with assisting ~50 Energy Connection Center and Emergency Response employees
Responsible for maintaining the security of customer records the purpose of this position is to serve as intermediary between the agents and the leadership team. The incumbent is responsible for support of daily operations of multi-jurisdictional and multi-functional customer care center teams of ~50 employees within Southern Co. Gas utilities (regulated and deregulated). The incumbent is responsible for both marketer and customer contacts, responds to service requests, questions, complaints, and general inquiries; and is responsible for providing service delivery with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. The incumbent is responsible for a high volume, fast paced, and multi-tasking environment of inbound marketer and customer contacts (commercial and residential) via telephone, online, fax, and email and serves a customer population of more than 2 million customers. Their responsibilities also include ensuring compliance with applicable federal, state and local laws, regulations and ordinances; meeting and measuring key performance indicators and internal and regulatory service levels. This is a bargaining unit position (IBEW Local 1997)
The incumbent will handle all customer inquiries with the highest degree of courtesy and professionalism to resolve customer issues to maintain positive relationships. This position will require occasional required overtime outside of scheduled work hours. Incumbents assist in training and coaching new employees.
Job Responsibilities & Accountabilities by Competency
Functional Expertise:
• Advise agents on service-related issues to ensure proper handling and first-time resolution
• Advise agents on customer service policies, standards, procedures and processes
• Answer and handle escalated calls
• Make outbound calls to resolve escalated customer issues
• Adhere to established policies, procedures and quality standards within service standards
• Track related work activity for business processes, reporting and workload management
• Support Energy Connection Center, Emergency Response Team, and serve as backup in times of high call volume
• Assist in developing and improving policies and procedures
Business Acumen:
• Identify potential opportunities and provide feedback regarding service failures or customer service enhancements
Engagement:
• Participate in activities designed to improve customer satisfaction and business performance
• Participate in morale building activities
• Work closely with Customer Service, Field Operations, Builders, Contractors, Construction Support, Marketing, New Business, Training and Corporate Communication teams to ensure consistency and accuracy of messaging across all customer channels
• Work special projects as requested by Supervisor/Manager
• Assist and facilitate team meetings, provide updates and information as needed
Driving Results:
• Accountable for meeting individual performance objectives
• Accountable for all personal metrics that attribute to overall team goals including; service level, behavior modeling, self-service transaction growth and channel satisfaction
• Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed
• Identify skill gaps for employees and collaborate on improvement plans
Qualifications
Education, Certifications/Licenses:
Required:
- High School Diploma or GED
Preferred:
- College Degree or actively pursuing college degree
- Related Work Experience:
- Minimum of 2-3 years of experience in the Energy Connection Center
- Availability to work flexible schedule
- Working knowledge of systems (i.e., Gas Request, CC&B, GCMA, WMIS (ARM, Contractor Portal), Mobile GIS, GSCA, SharePoint)
Preferred:
- 5-7 year’s utility experience
Specific Skills & Knowledge:
Required:
- Thorough working knowledge of CC&B, GCMA, WMIS (ARM, Contractor Portal), Mobile GIS, GSCA,SharePoint
- Thorough knowledge of service standards and operations with the ability to manage customer expectations
- Ability to accurately represent the brand voice and maintain composure at all times to provide a positive and consistent customer service engagement
- Excellent verbal and written communication skills
- Ability to understand the customers’ needs and leverage existing and emerging technologies to create solutions to best meet these needs
- Strong analytical and problem-solving skills
- Ability to empathize with customers and willing to be customer advocate in order to produce a strong relationship
- Self-motivated to own reactive response to address customer issues with little oversight
- Strong computer knowledge and excellent typing skills with a high attention to detail
- Quick thinker with an ability to prioritize and make independent business decisions
- Strong communication and interpersonal skills to effectively work with people, resolve issues and motivate others
- Demonstrated leadership ability
- Ability to multi-task and manage multiple projects simultaneously
- Knowledge seeker and abreast of current events and social media landscape
- Highly dependable
- Able to work flexible shifts
Working Conditions/Physical Requirements:
- 90-95% keyboarding
- Call Center Environment
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: 15967
Job Category: Customer Service
Job Schedule: Full time
Company: AGL Services Company
