Customer Experience Supervisor - Energy Connections
Description
Basic Function:
The purpose of this position is to manage the day-to-day activities within the Energy Connection Center. The supervisor will manage a team of 15 reps and support all construction activities including contacts from builders and developers by telephone, email, and fax. Support functions include builder calls, meter sets, and administrative functions. The incumbent will also support account execs and marketing with programs as needed, including dealer referrals and outbound calls to initiate service on existing gas main. The incumbent supervises a high volume, fast paced, multi-tasking environment, and works collaboratively with New Business Sales, Growth & Retention, Account Executives, Project Coordinators, Contractors, and Customers to resolve issues on commercial and residential projects. Their responsibilities include rotating on-call duties, ensuring compliance with applicable federal, state, and local laws, regulations, and ordinances; meeting and measuring key performance indicators for internal and regulatory service levels; establishing standards of performance for the operation and managing the staff to achieve optimum performance. Incumbents are responsible for budget compliance and workforce administration within budget.
Job Responsibilities
Functional Expertise:
- Supervise employee activity (work management, delegation) to ensure attainment of work goals
- Monitor and measure operational performance against established goals and metrics (service level, productivity, quality)
- Respond to customer inquiries in accordance with established service level agreements within assigned operational companies (respond to customer emails, letters)
- Identify, respond to, and resolve service disruptions (vendor, systems, process)
- Provide resolution to customer issues through direct contact or guidance to subordinates.
- Communicate and administer policy and procedure and ensures compliance within work team
- Collaborate with training department to document workflow and processes
- Maintain regulatory compliance (intra-company and extra-company accountability)
- 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:
- Develop and manage operation plan including contingency planning for core activities within assigned area of responsibility (based on strategic objectives)
- Align work processes in compliance with customer care policy and processes (customer contact handling, staffing and retention, workforce management, employee relations)
- Influence business decisions through root cause analysis, process validation, best practice research, and timely communication
- Implement best practices to improve the customer experience
- Analyze and interpret business data and information
Engagement:
- Accountable for staff selection, development and retention for employee groups
- Leads monthly meetings with peer groups and upper management to discuss trends and performance in the customer experience functions
- Lead monthly communication forums within employee group to ensure information exchange and participation in decision-making processes
- Leads morale building activities
- Manage peer relationships
Driving Results:
- Accountable for employee performance management
- Accountable for employee development and coaching
- Monitor and evaluate verbal, written, and system skills of employees
- Develop action plans for the business and operation needs of the organization
- Develop training baseline for employee group
- Responsible for driving results, setting expectations, prioritizing work, evaluating results and taking corrective action as needed
- Must meet KPI and service level targets on a consistent basis
Qualifications
Education, Certifications/Licenses:
Required:
Preferred:
Related Work Experience:
Required:
Preferred:
Or
Equivalent academic education and work experience
Specific Skills & Knowledge:
Required:
MS PowerPoint - basic proficiency
MS Excel - intermediate proficiency
MS Word- intermediate proficiency
Excellent verbal and written communication
Planning and organization
Interpersonal
Analytical
Time and task management
Keyboard 40 WPM
Working Conditions/Physical Requirements:
Some business travel (5 - 20% travel): The incumbent will be required to travel to the various company sites and to conferences and meetings. Trips may require air travel and/or overnight stay from home for one or more nights
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: Customer Service
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
Work Location(s):
South Customer Service Center - 540 Georgia Highway 138 SW (540RiverdaleCODE)
540 Georgia Highway 138 SW
Riverdale, 30274
Req ID: GAS2004159
