JOB SUMMARY
This position is responsible for handling high volumes time sensitive tasks, working with a high degree of attention to detail, manager regulatory reporting and discretion as well as incorporating new and effective ways to achieve better results. We are looking for a competent person (Administrative Office Assistant) to help with the organization and running of the daily administrative operations of the company. Effective and efficient support to customers, team members, business partners, and field operations through proactive communication around appointment statuses. This role will be expected to provide excellent customer service with outbound call initiatives as well as inbound customer inquiries and follow-up. Responsible for creating and maintaining a positive customer experience while supporting various operations. The ideal candidate will be a hard-working professional able to undertake a variety of office support tasks and work diligently under pressure.
PERFORMANCE MEASURES - MAJOR JOB OBJECTIVES
Conducts thorough investigations and data gathering related to damage billing for processing and invoicing.
Supports various efforts related to data gathering.
Proven organizational skills, detailed oriented and be a team player.
Identifies, develops, implements, and interprets departmental process improvements.
Ability to handle multiple tasks and work on several projects concurrently to exceed regulatory compliance.
Exceptional organizational skills with ability to prioritize, multi-task, and proactively prepare for upcoming meetings and events.
Demonstrated proficiency in Microsoft Office products, including Outlook, PowerPoint, Word, SharePoint, and Excel.
Assists with other projects and department activities as needed.
Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
Monitors in-day customer appointments and the associated field technician status to identify orders that were suspended due to emergency situations.
Work with Dispatchers to gather insight into reasoning behind customer appointed order suspensions for clear communication with customers.
Work with Dispatchers to discuss opportunities around customer appointed order re-assignment, to effectively reach customers' appointments in an efficient time frame.
Proactively contact customers impacted by suspended orders to provide insight to reasons for delayed arrival of a technician and Estimated Time of Arrivals (ETAs), as well as offer support toward any appointment change requests.
Continued to monitor contacted customers' appointments and provide periodic updates to the customers in the event an appointment will be missed or is in jeopardy.
Document all customer communication in associated order and account database systems: Reviewer, GCMA, CC&B.
Assist Scheduling team with contacting customers via telephone and letters to gain access to company facilities. Document action items in GCMA and CC&B and track in SharePoint site.
Assist Scheduling team and Field Operations personnel with scheduling specific order requests.
Assist Dispatchers during System Outages, Mass Outages, weather related events, and other major incidences to support coordinated activities between Resource Management and Field Operations.
Assist field service personnel (e.g., check account histories, meter status, premise conditions, appliance type and quantity, Meter Order Field Reading (MOFR), Shut Off for Non-Payment (SONP) orders, pending, why-noted orders).
REQUIREMENTS
2-4 years proven Back-Office experience, office assistant or in another relevant administrative role.
5 years of Back-Office computer systems experience (Peoplesoft Financial and SharePoint).
5 years of Microsoft Office and Excel experience.
Exemplary communication (oral, written, & phone skills).
Excellent organizational and time management procedures.
Typing speed of 40wpm.
Analytical Skills - Ability to use thinking and reasoning to solve a problem.
Detail Oriented - Ability to pay attention to the minor details of a project or task.
Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
Technical Aptitude - Ability to comprehend complex technical topics and specialized information.
Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
EDUCATION, CERTIFICATIONS/ LICENSES:
Required:
Preferred:
RELATED WORK EXPERIENCE:
Required:
1 - 3 years Customer Service and Data Entry Experience
2 - 4 years Office Assistant Experience
Preferred:
1-2 years utility experience
Field Operation/ Damage Prevention experience
Southern Company Gas provides for the energy needs of over four million U.S. households and businesses. As the largest natural gas-only distribution company in the United States, we're working to ensure that Americans have access to a supply of clean, safe, reliable and affordable natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.
Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial 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 infrastructure company 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 our customers' and communities' needs while advancing our commitment to net zero 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 and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.
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: 3134
Job Category: Administrative & Clerical
Job Schedule: Full time
Company: Atlanta Gas Light
