Rep I, Customer Service - Emergency Response

Job Summary 

The purpose of this position is to handle emergency calls in a timely and proficient manner 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 utilities in multiple states.  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, takes ownership of commercial and residential customer requests for leaks and gas outages via telephone, and handle online chat, fax and email volume. Incumbents are responsible for regulatory and budget compliance and compliance with work policy, practices, and procedures. This is a bargaining unit position (IBEW Local 1997)

 

Functional Expertise:

• Prepare emergency and priority field orders (e.g., leaks, no gas, low/high pressure, emergency locates, and miscellaneous orders).
• Report on non emergency service activities (i.e. errors, calls, emails, complaints and call trends).
• Investigate and probe to ensure clarity and that customer’s request are satisfied according to emergency policies and procedures.
• Coordinate work requests with appropriate departments and service centers.
• Contacts customers and reschedules orders for all markets when availability has reached beyond the capacity to work the orders as scheduled. 
• Handle escalated customer service inquiries from customers in all markets and marketers in Georgia in a limited capacity after hours and weekends. 
• Handle situations which may require adaptation of response or some research according to customer response.
• Provide guidance to marketers and their customers and in some cases to the vendors. (I.e. no gas request must be investigated to determine if a no gas should be sent to the field or an order rescheduled). 
• Communicate effectively with internal and external customers embracing different cultures and diverse groups with safety as first priority.
• Determines documentation requirements; reviews and maintains hard copies when necessary.  Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Performs clerical functions related to orders. Updates and maintains customer account information (e.g notes on accounts for return mail, senior citizen approval and utilize call tracker for documentation).
• Report service disruptions (vendor, process, systems)
• Adhere to established policy, procedure and quality standards within service standards or metrics for work performed.

 

Business Acumen:

• Maybe required to work in one or multiple ques/skill sets (i.e., emergencies/customer service, etc.) over various customer contact channels.
• Able to work in a 24/7 working environment where shifts change due to business needs and seasons. ERTs are required to work holidays. 
• 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                                       

 

Driving Results:

• Accountable for meeting individual performance objectives.
• Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results and taking corrective action as needed.
• Must meet KPI targets on a consistent basis

 

Education, Certifications/Licenses: 

Required:

• High School Diploma or GED   

Preferred:

• BA/BS degree
• Bilingual (Fluent)

 

Related Work Experience:

Required:

• 6 months of experience in customer service
• Availability to work flexible schedule which includes all hours of customer care center operations

    

Preferred:

• 1 year experience in an utility or call center

Or

• Equivalent academic education and work experience

 

Specific Skills & Knowledge:

Required:

• Computer use - basic proficiency
• Keyboard 40 WPM
• Ability to multi-task (Including talking with customers on the phone and using computer systems)
• Customer Service – basic proficiency
• Excellent interpersonal communication skill
• Time Management – Maximizing available time to it