Job Summary:
The primary purpose of this position is to lead managing billing and letter functions, back-office management as well as providing our Consumer Relations Team and IT team Support for SouthStar Energy Services' Expanded Markets and Illinois Markets. The incumbent in this position will handle UAT support for projects initiated by the System Operations team as well as working closely with Regulatory, Legal and Marketing Teams to assess any required market letter requirements. The incumbent in this position also supports the monthly pricing process for the Customer Operations team ensuring that pricing and promotion code setups are implemented accurately. The incumbent in this position should be able to review processes across the team and make recommendations for process improvements. The incumbent in this position should have the ability to review any system concerns and run SQL queries to quantify issues and make recommendations for system enhancements.
Job Responsibilities:
Functional Expertise:
Aligns closely with Regulatory, Legal and Marketing to support all Expanded Market letter requirements while also performing a quarterly audit that ensures all letter content, setup and state requirements are met.
Monitors billing and error handling for the Expanded Markets; proactively resolving any billing or error issues by running SQL queries and determining the extent of the issue.
Supports UAT Testing efforts for the Expanded Markets billing system.
Supports all pricing and promo code set up in the Expanded Markets while also ensuring that any issues with pricing or promo codes are actively researched and corrected as soon as possible.
Performs a letter audit to ensure that content, layout, mailing timelines as well as all state regulations are being met.
Reviews daily system generated reports to ensure that all applicable IT functions are working as designed.
Participates as a SME in Expanded Markets projects by working with the Project Managers in requirements gathering, design, testing and implementation of system enhancement projects.
Supports the Consumer Relations and Customer Care teams by investigating any billing or letter concerns.
Serves as reporting liaison for the Expanded Markets System reporting and data requests.
Business Acumen:
Ensures that all SOP (Standard Operating Procedures) are kept up to date by continuously reviewing content and making updates based on system enhancements and project implementations.
Identifies root causes for billing errors and exceptions.
Manages the print vendor relationships for Customer Operations.
Engagement:
Liaises with the Marketing Team to coordinate rate updates, monthly billing, promo code updates and any pricing update requests.
Works with SouthStar personnel to develop and launch new customer operations processes and process improvements.
Liaises with Vendor and LDC personnel and SouthStar business owners to gather and document requirements for operational changes in the Expanded Markets.
Liaises with SouthStar business owners to gather and document requirements for deploying system enhancements in the Expanded Markets.
Works with SouthStar personnel to develop and launch new customer operations processes and process improvements.
Liaises with marketing team to ensure all promotion codes are set up in applicable systems timely and accurately.
Supports the SouthStar Customer Service Support rewards and recognition program.
Driving Results:
Gathers and analyzes data from multiple sources to identify and implement new processes and process improvements in billing and Customer Service Support operations for the Expanded Markets.
Creates project plans with controls, milestones and checkpoints for system implementation projects.
Qualifications
Education, Certifications/Licenses:
Required:
Bachelor's degree or 5+ years of applicable experience
Related Work Experience:
Required:
5+ years of experience in consumer services, or business to consumer (B2C)
Preferred:
Retail utility experience
Specific Skills & Knowledge:
Required:
Ability to work independently under moderate supervision; ability to also operate effectively as a team player, even if located remotely
Exceptional verbal and written communication skills; ability to communicate positively and professionally with customers, coworkers and vendors
Strong relationship management skills
Strong organizational and problem resolution skills
Strong project management skills
Ability to coordinate and manage multiple tasks with sensitive timelines
Ability to perform metrics creation, implementation, tracking and reporting for operational departments
Ability to conduct trending and analysis to identify root causes and possible solutions
Computer literate; strong knowledge of Microsoft Office Word, Excel, PowerPoint, SQL
Preferred:
Strong knowledge of Microsoft Office Project, Visio, and Access
Advanced database knowledge (e.g. developing and executing SQL statements, importing data, etc.)
Working Conditions/Physical Requirements:
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 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: 8009
Job Category: Customer Service
Job Schedule: Full time
Company: Southstar Energy Services
