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Job Information

Southern Company Director of Customer Experience in Atlanta, Georgia

Director of Customer Experience

Description

JOB SUMMARY

The position is responsible for directing, monitoring, evaluating and continuously improving operations and strategies related to Customer Experience for SouthStar. This includes overseeing internal and third-party service provider Call Center operations as well as implementing new products and services to enhance Customer Experience across all channels including, but not limited to, inbound call answering and handling, outbound calls, inbound and outbound written and electronic correspondence, online self-service, escalated customer issues, order processing, and payments. In addition, this position is responsible for ensuring operational compliance with regulatory policies and laws across multiple markets.

Job Responsibilities & Accountabilities by Competency

Functional Expertise:

  • Develop and implement policies, procedures, business rules, terms and conditions of service, and operational processes/controls as necessary.

  • Provide regular inputs for Customer Operations business and budget planning and assist with the monthly budget process as needed.

  • Develop and manage operations plans to include disaster recovery and business continuity

  • Maintain knowledge of regulatory requirements and changes

  • Maintain an advanced working knowledge of business and operations

Business Acumen:

  • Set near term and long-term Customer Experience strategy across all of SouthStar’s markets.

  • Advise Director of Customer Operations and Senior Management on customer experience trends, innovations, best practices, and regulations.

Engagement:

  • Collaborate with other business areas on projects, Mass Markets and B2B marketing campaigns / programs and other key initiatives to ensure that customer service functions are appropriately accounted for in design and execution.

  • Develop and manage business relationships at all levels of the organization and with outside vendor partners

  • Direct and oversee staff selection, development, performance management and retention for direct and indirect reports.

Driving Results:

  • Manage SouthStar’s outsourced call center vendor contracts for all markets including ongoing relationships, monthly Service Level performance, RFPs, and short-term and long-term contract negotiations.

  • Manage internal call center operations including the Consumer Relations department that handles high profile complaint resolution.

  • Monitor and evaluate Customer Satisfaction data to identify and implement process and policy changes to improve operational efficiency and the customer experience.

  • Ensure customer care operations are in compliance with internal policies as well as legal and regulatory rules and laws.

Qualifications

Education, Certifications/Licenses:

Required:

  • Bachelor’s degree

Related Work Experience:

Required:

  • 10 years of experience in the retail energy business or comparable field

  • Proven experience with vendor management and contract administration

  • Experience with setting and implementing Customer Experience strategy across all channels of the customer journey including call center, online self service and written correspondence.

  • Proven track record in successfully managing cross-functional teams

  • Thorough understanding of a variety of customer service / call center (inbound and outbound) concepts, metrics, best practices, procedures and technical systems.

  • Experience in preparing budgets, forecasts and variance explanations

Preferred:

  • Experience managing customer service functions

Specific Skills & Knowledge:

Required:

  • Strong strategic thinking capabilities and the proven ability to translate quantitative analysis into actionable insights

  • Exceptional written and verbal communication skills; ability to communicate positively and professionally with customers, coworkers and vendors

  • Ability to analyze situations and apply experience in order to quickly develop solutions for present and future issues

  • Ability to organize, manage and prioritize multiple types of issues and projects

  • Strong relationship management skills

  • Strong organizational and problem resolution skills

Preferred:

  • Thorough, cross functional knowledge of retail energy functions and responsibilities.

  • Thorough knowledge of state and federal regulations pertaining to retail energy providers.

Working Conditions/Physical Requirements:

  • Infrequent Traveler (0-10% travel)

  • The incumbent works in an office.

  • This position requires the ability to lift 5-25 pounds.

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 a leading energy company serving 9 million customers through its subsidiaries as of Jan. 1, 2019. The company provides clean, safe, reliable and affordable energy through electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company serving wholesale customers across America, a leading distributed energy infrastructure company, a fiber optics network and telecommunications services . Southern Company brands are known for excellent customer service, high reliability and affordable prices below the national average. For more than a century, we have been building the future of energy and developing the full portfolio of energy resources, including carbon-free nuclear, advanced carbon capture technologies, natural gas, renewables, energy efficiency and storage technology. Through an industry-leading commitment to innovation and a low-carbon future, Southern Company and its subsidiaries develop the customized energy solutions our customers and communities require to drive growth and prosperity. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and govern our business to the benefit of our world. Our corporate culture and hiring practices have been recognized nationally by the U.S. Department of Defense, G.I. Jobs magazine, DiversityInc, Black Enterprise, Forbes and the Women's Choice Award. 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 Type: Standard

Primary Location: Georgia-Metro Atlanta-Atlanta

Operating Company: SouthStar Energy Services

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

SouthStar Energy Services - 817 W. Peachtree St., NW (817AtlantaCODE)

817 W. Peachtree St., NW

Atlanta 30318

Req ID: GAS2003801

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