Rep Sr, Customer Service

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:
• M