Rep Sr, Customer Service

Job Title

Job Summary

• Required to work in multiple jurisdictions across various customer contact channels

• Maintain working knowledge of all company products and services

• Forward sales opportunities and referrals to sales partners (i.e. rebates, added load and Business Case Authorizations)

• Assist in providing feedback to new employees

• Coach and deliver feedback to employees

• Support Supervisors with assisting ~50 Energy Connection Center and Emergency Response employees

Responsible for maintaining the security of customer records the purpose of this position is to serve as intermediary between the agents and the leadership team. The incumbent is responsible for support of daily operations of multi-jurisdictional and multi-functional customer care center teams of ~50 employees within Southern Co. Gas utilities (regulated and deregulated). The incumbent is responsible for both marketer and customer contacts, responds to service requests, questions, complaints, and general inquiries; and is responsible for providing service delivery with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. The incumbent is responsible for a high volume, fast paced, and multi-tasking environment of inbound marketer and customer contacts (commercial and residential) via telephone, online, fax, and email and serves a customer population of more than 2 million customers. Their responsibilities also include ensuring compliance with applicable federal, state and local laws, regulations and ordinances; meeting and measuring key performance indicators and internal and regulatory service levels.

This is a bargaining unit position (IBEW Local 1997)

The incumbent will handle all customer inquiries with the highest degree of courtesy and professionalism to resolve customer issues to maintain positive relationships. This position will require occasional required overtime outside of scheduled work hours. Incumbents assist in training and coaching new employees.

Job Responsibilities & Accountabilities by Competency

Functional Expertise:

• Advise agents on service-related issues to ensure proper handling and first-time resolution

• Advise agents on customer service policies, standards, procedures and processes

• Answer and handle escalated calls

• Make outbound calls to resolve escalated customer issues

• Adhere to established policies, procedures and quality standards within service standards

• Track related work activity for business processes, reporting and workload management

• Support Energy Connection Center, Emergency Response Team, and serve as backup in times of high call volume

• Assist in developing and improving policies and procedures

Business Acumen:

• Identify potential opportunities and provide feedback regarding service failures or customer service enhancements

Engagement:

• Participate in activities designed to improve customer satisfaction and business performance

• Participate in morale building activities

• Work closely with Customer Service, Field Operations, Builders, Contractors, Construction Support, Marketing, New Business, Training and Corporate Communication teams to ensure consistency and accuracy of messaging across all customer channels

• Work special projects as requested by Supervisor/Manager

• Assist and facilitate team meetings, provide updates and information as needed

Driving Results:

• Accountable for meeting individual performance objectives

• Accountable for all personal metrics that attribute to overall team goals including; service level, behavior modeling, self-service transaction growth and channel satisfaction

• Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed

• Identify skill gaps for employees and collaborate on improvement plans

Qualifications

Education, Certifications/Licenses:

Required:

High School Diploma or GED

Preferred:

College Degree or actively pursuing college degree

Related Work Experience:

Minimum of 2-3 years of experience in the Energy Connection Center

Availability to work flexible schedule

Working knowledge of systems (i.e., Gas Request, CC&B, GCMA, WMIS (ARM, Contractor Portal), Mobile GIS, GSCA, SharePoint)

Preferred:

5-7 year's utility experience

Specific Skills & Knowledge:

Required:

Thorough working knowledge of CC&B, GCMA, WMIS (ARM, Contractor Portal), Mobile GIS, GSCA, SharePoint

Thorough knowledge of service standards and operations with the ability to manage customer expectations

Ability to accurately represent the brand voice and maintain composure at all times to provide a positive and consistent customer service engagement

Excellent verbal and written communication skills

Ability to understand the customers' needs and leverage existing and emerging technologies to create solutions to best meet these needs

Strong analytical and problem-solving skills

Ability to empathize with customers and willing to be customer advocate in order to produce a strong relationship

Self-motivated to own reactive response to address customer issues with little oversight

Strong computer knowledge and excellent typing skills with a high attention to detail

Quick thinker with an ability to prioritize and make independent business decisions

Strong communication and interpersonal skills to effectively work with people, resolve issues and motivate others

Demonstrated leadership ability

Ability to multi-task and manage multiple projects simultaneously

Knowledge seeker and abreast of current events and social media landscape

Highly dependable

Able to work flexible shifts

Working Conditions/Physical Requirements:

90-95% keyboarding

Call Center Environment

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.