Coordinator, Customer Relations

Description

Job Summary

The purpose of this position is to receive, investigate and respond to customer inquiries received from regulatory agencies, advocacy organizations, and Southern Company Gas executives and subsidiaries. The incumbent will work in an extremely fast paced and multi-tasked environment and take ownership of commercial and residential escalated customer requests received via telephone, fax, correspondence and emails. The incumbent is accountable to manage the formal complaint process, investigating/identifying root cause and completing tracking processes. The incumbent will offer alternative solutions where appropriate with the objective of retaining customer’s business and is responsible for making sure customer and employee information relating to customer complaints are secure and kept confidential. The incumbent must comply with applicable federal, state and local laws, regulations and ordinances; maintaining regulatory and industry relationships; and trending key performance indicators and both internal and regulatory service levels. This role will support the Customer Experience in its functions as a service provider for Southern Company Gas.

Job Responsibilities & Accountabilities by Competency

Functional Expertise:

• Serve as liaison to resolve escalated complaints (e.g., the Regulatory Commission, Executive offices, BBB, Media, Legal, Governmental Relations, Community Relations, and other consumer advocate organizations

• Handle and respond to regulatory inquiries for Southern Company Gas.

• Conduct research, identify a solution and respond to customers within the outlined service level agreements.

• Investigate appointment scheduling, gas leaks, and other general inquiries

• Maintain, track, and trend data for monthly reporting including the use of Speech Analytics

• Investigate and respond to all Better Business Bureau and Attorney General Inquiries with a close time of 14 days.

• Maintain, track, and trend data for monthly reporting including the use of Speech Analytics

• Document VOC findings through monitoring activities and implement actions to engage business partners to effect process change or enhancements

• Maintain regulatory compliance

• Handle survey recovery through various medidums (i.e. My Account, After Call Survey, transaction surveys, etc.

Business Acumen:

• Analyze and identify gaps, redundancies; make appropriate recommendations

• Analyze and recommend process improvements to reduce complaints and improve customer service throughout the organization.

• Maintain working knowledge of all company products, services and promotions.

Engagement:

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

• Participate in morale building activities

• Manage peer relationships and collaborate to calibrate root cause insights

• Engage business partners in developing customer solutions and recommendations

Driving Results:

• Accountable for meeting individual performance objectives

• Manage assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed.

• Must meet KPI targets on a consistent basis

  Qualifications

  Education, Certifications/Licenses:

Required:

• High school Diploma or GED

Preferred:

• BA/BS degree

  Related Work Experience:

Required:

• 1-2 years in utility experience

• High proficiency in gas or utility business processes i.e. Call Center, Field, Regulatory, etc.

• Written & verbal communication skills

• Great Problem-Solving abilities

• Effective Time Management

• Ability to effectively utilize resources to resolve customer complaint and inquires with quality soft skills

• Technologically Savvy

• Proficiency in MS Excel, PowerPoint, Word, TEAMS

• Availability to work a flexible schedule

Preferred:

• 3 years in utility or call center experience

• Experience with working with peers and various business partners as the Voice of the Customer

• Comfortable in communicating and collaborating with high-level management and Leaders

• Awareness and knowledge of ICC Regulatory requirements and processes

• Ability to work in a fast-paced environment

Or

• Equivalent academic education and/or experience in Communications, Business Administration, Banking (Billing and Credit), Training, Customer Service other disciplines related to customer experience

  Specific Skills & Knowledge:

Required:

• Excellent written and verbal communication skills

• Excellent critical thinking and problem-solving skills

• Proficiency in CC&B (Customer Care Billing System), Avaya or similar technology systems

• Intermediate proficiency in MS Excel

• Intermediate proficiency in MS Word

  Working Conditions/Physical Requirements:

• 95% keyboarding

• Hybrid Working conditions

  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 Field: Customer Service

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Riverdale

Operating Company: Southern Company Gas

Job Type: Standard

Travel (Up to...): No

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: ASC2000072