Job Summary

The purpose of this position is to provide information and assistance to Georgia Marketers via in-bound phone calls and emails with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. The incumbent will work within a multi-jurisdictional and multi-functional customer contact teams in support of the Southern Company Gas. The incumbent works in a high volume, fast paced, and multi-tasking environment, and takes ownership of commercial and residential marketer requests for service issues. The incumbent for this role is responsible for service delivery, handling marketer questions and billing issues; and offers alternative solutions where appropriate with the objective of retaining customer's business in a population of more than 4 million customers. Their responsibilities include business transactions in connection with processing emergency/priority orders, communication to customers using web-based tools, and making financial decisions to protect/collect revenues and adjusts customer accounts. Incumbents are responsible for regulatory and budget compliance and compliance with work policy, practices, and procedures. Incumbents assist in training and coaching new employees.

Job Responsibilities

Functional Expertise:

Answer marketer requests or inquires (e.g., company operations, services policies, practices, rates).

Resolve complex problems and complaints; identify problem, research cause, determine and initiate action.

Correct status of accounts that have been turned off or on in error for Georgia Customers.

Document errors.

Process Medical Overrides.

Identify and document process improvements.

Assist with annual DDDC recalculations.

Investigate meter reading inquiries.

Work with leadership team, corporate security, and marketers on threatening calls received from customers.

Process emails received via Marketer/Georgia email box.

Track various functions for monthly reporting.

Work with Account Executives to process and correct tariffs on residential and commercial accounts.

Partner with Marketers to prevent escalated and regulatory complaints.

Maintain and distribute Daily Override Report for all AGLR markets.

Correct, bill and notify PSC of Marketer Slamming Issues.

Process Landlord Agreements (ACN) according to Public Service Commission guidelines.

Ensure turn-on, turn-off, and match orders are processed within compliance of Market Share guidelines.

Report service disruptions (vendor, process, systems).

Adhere to established policy, procedure and quality standards within service standards or metrics for work performed.

Track related work activity for business process reporting and workload management.

Complete work queues submitted by Marketers for Customer Information Update and Landlord contracts.

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 with CCC contingency plan. Address emergency concerns, miscellaneous customer service and general information calls via the phone, email or internet.

Assist in training and coaching of 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

Bilingual (fluent)

Related Work Experience:

Required:

1-2 years' experience in customer service.

Availability to work flexible schedule which includes all hours of customer care center operations

Preferred: 1-2 years utility experience

Applicant may possess a combination of equivalent education and work experience.

Specific Skills & Knowledge:

Required:

Computer skills - basic proficiency

Keyboard 40 WPM

Good verbal and written communication skills

Working Conditions/Physical Requirements:

Call center environment

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