Representative, Customer Relations
Description
The purpose of this position is to receive, investigate and respond to customer inquiries received from regulatory agencies, advocacy organizations, and Southern Company Gas executives and subsidiaries. The incumbent will work in an extremely high volume, fast paced and multi-tasking environment, and take ownership of commercial and residential escalated customer requests received via telephone, fax, correspondence and emails. The incumbent is accountable for managing the formal complaint process, investigating/identifying complaint root causes and completing tracking processes. The incumbent will offer alternative solutions, where appropriate, with the objectives of supporting Customer Experience initiatives, reporting trends, communicating best practices and recommendations, while focusing on customer retention and satisfaction. The incumbent is responsible for making sure customer and employee information relating to customer complaints are secure and kept confidential. The incumbent must comply with applicable federal, state and local laws, regulations and ordinances; maintain regulatory and industry relationships; and adhere to key performance indicators as well as both internal and regulatory service levels. The incumbent would be expected to use Speech Analytics to elevate the customers' experience and improve overall satisfaction. This role may occasionally support the Call Center in its functions as a service provider for Southern Company Gas.
Job Responsibilities & Accountabilities by Competency
Functional Expertise:
Serve as liaison to resolve escalated complaints (e.g., the Regulatory Commissions, Executive offices, BBB, Media, Legal, Governmental Relations, Community Relations, and other consumer advocate organizations)
Conduct research, identify a solution and respond to customers within the outlined service level agreement
Investigate billing/credit inquiries (transferred dollars, deferred payment arrangements)
Investigate appointment scheduling, gas leaks, and other general inquiries
Maintain, track, and trend data for monthly reporting including the use of Speech Analytics
Document and report VOC findings and engage business partners to effect process change or enhancements
Maintain regulatory compliance
Business Acumen:
Analyze and identify gaps, redundancies; make appropriate recommendations
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
Engagement:
Participate in activities designed to improve customer satisfaction and business performance
Participate in morale building activities across the Enterprise VOC team
Manage peer relationships
Engage business partners in developing customer solutions and recommendations
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:
Preferred:
Related Work Experience:
Required:
1-2 years experience customer service
Availability to work flexible schedule which includes all hours of customer care operations
Preferred:
Or
Specific Skills & Knowledge:
Required:
Basic proficiency in MS Excel
Basic proficiency in MS Word
Problem solving and decision making skills
Excellent written and verbal communication skills
Intermediate proficency in CCB, GCMA, Avaya and other related technologies
Working Conditions/Physical Requirements:
95% keyboarding
Hybrid working conditions
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.
Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of 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 America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries . The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications . Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at 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 Field: Administrative & Clerical
Job Type: Standard
Primary Location: Georgia-Metro Atlanta-Riverdale
Operating Company: Southern Company Gas
Job Type: Standard
Travel (Up to...): Yes, 25 % of the Time
Union Covered: No
Work Location(s):
South Customer Service Center - 540 Georgia Highway 138 SW (540RiverdaleCODE)
540 Georgia Highway 138 SW
Riverdale, 30274
Req ID: GAS2004199
