Representative II, Customer Service
Description
Job Summary
The purpose of this position is to handle complex customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution within multi-jurisdictional and multi-functional customer contact teams in support of Southern Company Gas regulated and deregulated utilities. The incumbent works in a high volume, fast paced, and multi-tasking environment, takes ownership of commercial and residential customer requests for service via telephone, online chat, fax and email. The incumbent for this role is responsible for service delivery and offers alternative solutions where appropriate with the objective of retaining customer's business and serves a customer population of more than 4 million customers. Their responsibilities include business transactions in connection with activation of new customer accounts, 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.
Functional Expertise:
Address emergency concerns, miscellaneous customer service and general information calls via the phone, email or internet.
Effectively transfer misdirected customer requests to an appropriate department.
Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
Prepare field orders (e.g., turn-ons, turn-offs, leaks and no gases, transfers, meter sets and removals); updates and maintains customer account information.
Determine documentation requirements; review and maintain hard copies when necessary.
Provide information related to outside assistance and other options.
Respond to service policy, rate questions, and billing inquiries.
Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, authorize extensions, and make arrangements for payment of past due bills, final bills, and returned checks.
Coordinate work requests with appropriate departments and service centers; informs customers of actions taken.
Perform accounting functions related to orders, adjustments, and corrections.
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 & workload management.
Business Acumen:
Maybe required to work in one or multiple ques/skill sets (customer service/emergency) 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 in training and coaching new employee
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
Education, Certifications/Licenses
Required:
Preferred:
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:
Or
Equivalent academic education and work experience
Specific Skills & Knowledge:
Required:
Computer use - basic proficiency
Keyboard 40 WPM
Ability to multi-task (Including talking with customers on the phone and using computer systems)
Customer Service - basic proficiency
Excellent interpersonal communication skill
Time Management - Maximizing available time to its highest purpose while achieving objectives
Oral Comprehension - the ability to listen to and understand information and ideas presented through spoken words (listen for what's not being articulated, listening for agreement, etc.)
Persuasion and negotiation skills
Must be able to use multiple mainframe and software programs - MS Office and others which includes SharePoint
Solid problem-solving 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
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: GAS2004133
