The purpose of this position is to contribute to customer satisfaction, retention, and growth by ensuring quality service is consistently delivered in customer interactions. The position is responsible for ensuring all customer care center agents understand and are trained on delivering positive customer service to achieve First Call Resolution through multiple channels i.e. phone and email. The incumbent will provide direct feedback and coaching from observations to agents and work closely with Customer Care Center supervisors to achieve desired results. This role requires an in-depth knowledge of customer care procedures to ensure Customer Care Center agents are performing tasks and call handling in accordance with established procedures, guidelines, and best practices. The position will monitor, evaluate and implement improvements to the quality of inbound and outbound customer service calls at the Customer Care Centers for AGL Resources and 5 utilities and support Training initiatives through development, facilitation, and evaluation of training courses and curriculum. The incumbent must comply with applicable federal, state and local laws, regulations and ordinances; maintain regulatory and industry relationships; and trending key performance indicators and both internal and regulatory service levels. This role will support the Customer Experience in its functions as a service provider for 5 utilities.
Job Responsibilities
Functional Expertise:
Monitor and evaluate verbal and written communications as well as system functions; prepare evaluation forms.
Assess performance to identify employee skill gaps; deliver feedback and performance coaching.
Identify and periodically deliver training based on group performance issues to create “top quartile” call center.
Ensure linkage between monitoring requirements and policy/procedural changes.
Conduct calibration sessions with Leadership Team to ensure consistency in evaluations.
Deliver new employee Total Care training.
Document training and coaching delivery, attendance, and skill test scores; evaluate results; provide feedback to leadership as appropriate.
Coordinate with business partners on recommended courses and training
Conduct customer surveys for VOC, compile results, sharing the complete report with individuals and managers.
Document VOC findings through monitoring activities and implement actions to engage business partners to effect process change or enhancements
Coordinate documentation (e.g., quality, training, system changes, processes, procedures) review and edit documentation to ensure uniformity, accuracy, and alignment with manual and technological systems.
Assist with development, design, and implementation of monitoring formats and quality standards.
Assist with Call Center Contingency Plan as needed.
Maintain regulatory compliance (intra-company and extra-company accountability)
Business Acumen:
Analyze and identify gaps, redundancies; make appropriate recommendations.
Work with supervisors and business partners to assess key processes and incorporate system changes and enhancements.
Conducts motion studies as needed to analyze process or system defects.
Conduct regular audits and improve day to day performance through monitoring activities.
Identify, recommend, develop, and implement improvements to quality and VOC curriculum and assessments (e.g. content, methodologies, testing instruments, strategies); identifies quality trends, key successes, and matriculation
Handle special projects for various business units/markets or corporate within AGLR.
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.
Assist in training and coaching new employees.
Engagement:
Communicate results to Supervisors, enhance partnership with, and escalates skill gap issues as appropriate.
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
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:
BA/BS or 4-6 years’ experience in a call center environment analyzing processes and/or quality metrics.
Related Work Experience:
Required:
2-3 years’ experience in a call center environment analyzing processes and/or quality metrics
Advanced knowledge of CCC business processes and procedures, including exception processing
Advanced knowledge of CCC business related systems (i.e. CMA, CIS, CSS, CC&B, etc.)
Preferred:
1-2 years’ experience in a call center environment delivering training
Or
Equivalent academic education and experience
Or
Equivalent academic education and experience
Specific Skills & Knowledge:
Required:
Basic Proficiency - MS Word and Excel
Effective interpersonal, written and verbal communication skills
Presentation skills and training delivery
Ability to motivate and develop non-direct reports and delivery constructive feedback in a non-accusatory manner.
Ability to identify skill gaps related to group or individual performance.
Ability to identify and analyze trends in order to provide solutions to training or performance requirements.
Ability to effectively manage time in order to meet deadlines and quota requirements.
Preferred:
Bilingual (English/Spanish)
Experience with Speech Analytics
Intermediate Proficiency - MS Word, MS Excel, MS Outlook, MS PowerPoint
Knowledge of adult learning principles
Keyboard 40 WPM
Working Conditions/Physical Requirements:
40% keyboarding
Occasionally requires broad flexibility in work hours
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: 18578
Job Category: Customer Service
Job Schedule: Full time
Company: AGL Services Company
