Rep II, Customer Service
Representative II, Customer Service
The purpose of this position is to handle complex customer questions, complaints, billing inquiries emergency and customer inquiry calls ensuring the safety of the customer 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 will also receive and respond to mail, fax, email correspondence and complaints with the highest degree of professionalism in a timely and proficient manner. The incumbent is responsible for taking actions to minimize risk and to ensure liability of the company is secure with each interaction. The incumbent works in a high volume, fast paced, and multi-tasking environment and takes ownership of commercial and residential customer requests (i.e., leaks, gas outages, work requests, etc.). Incumbents are responsible for regulatory compliance and compliance with work policies, practices, and procedures.
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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
Process on-line orders, turn-on, turn-off, reconnect and transfers for Virginia Natural Gas, Atlanta Gas Light, and Chattanooga Gas markets
Respond to service policies, rate questions, and billing inquiries
Update and maintain customer information
Answer Business Support Line
Adhere to established policies, procedures and quality standards for work performed
Coordinate work requests with appropriate departments and service centers
Perform accounting functions related to orders, adjustments, and corrections
Report service disruptions (i.e., system outages and technical issues)
Effectively transfer misdirected customer requests to appropriate department
Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking
Determine documentation requirements; review and maintain hard copies when necessary
Provide information related to outside assistance and other options
Report on non-emergency service activities (i.e. errors, calls, emails, complaints and call trends)
Work with various internal departments (i.e., Credit and Collections, Legal) on preparing itemized statements for bankruptcies and researching and compiling documentation needed for court cases the company has been subpoenaed
Must be able to work in an 24/7 working environment, where shifts change due to business needs and seasons
Must be able to work required overtime and holidays
Maintain working knowledge of all company products and services
Responsible for maintaining the security of customer records
Identify potential process improvements/opportunities and provide feedback regarding service failures or customer service enhancements
Participate in activities designed to improve customer satisfaction and business performance.
Work closely with various internal and external departments to ensure consistency and accuracy of messaging across digital channels
Manage peer relationships
Accountable for meeting individual performance objectives consistently
Accountable for all metrics that attribute to overall team goals including service level, self-service transaction growth and channel satisfaction
Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results, and taking corrective action as needed.
- High School Diploma or GED
- BA/BS degree
Related Work Experience:
Availability to work flexible schedule and independently
1-2 years’ experience in a utility or call center or Equivalent academic/education and work experience
Specific Skills & Knowledge:
Excellent verbal and written communication skills
Customer Service basic proficiency
Strong analytical and problem-solving skills
Self-motivated to own reactive response to address customer issues with little oversight
Strong keyboarding skills
Quick thinker with an ability to make independent business decisions
Strong communication and interpersonal skills to effectively work with people, resolve issues, and motivate others.
Ability to collaborate, provide direction, interpret, and apply policies/procedures
Ability to multi-task and manage multiple projects simultaneously
Persuasion and negotiation skills
Time Management – maximizing available time to its highest purpose while achieving objectives
Working Conditions/Physical Requirements:
Home Based or Onsite Location: 544 S. Independence Blvd., Virginia Beach, VA 23452
Must be able to report to onsite location within one hour
Pass Customer Service Assessment
Home Based will be considered with at least three months of service in current position after completing new hire training and coaching period
Equipment Requirements for Home Setup:
Internet – Broadband connection
DSL or Cable modem
10Mbps or higher per connected device
Landline or Cable phone
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 over four million U.S. households and businesses. As the largest natural gas-only distribution company in the United States, we're working to ensure that Americans have access to a supply of clean, safe, reliable and affordable 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 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: 3306
Job Category: Customer Service
Job Schedule: Full time
Company: Atlanta Gas Light