Supervisor, Customer Experience

This position is responsible for managing the daily activities of the Billing Operations team to ensure the accurate and timely billing of customer accounts. It involves supervising staff, managing workflows, and implementing processes to enhance efficiency and customer satisfaction. Key Responsibilities Leading People: Supervise and lead the Billing Operations team, providing guidance, training, and performance evaluations to ensure team effectiveness and development. Driving Operational Excellence: Ensure accurate and timely generation of customer bills in accordance with Southern Company Gas policies and regulatory requirements. Monitor and manage billing cycles, workflows, and processes to optimize efficiency and accuracy, leveraging the company’s advanced billing systems. Customer Focus: Address and resolve complex billing issues and customer inquiries in a timely and effective manner, ensuring high levels of customer satisfaction. Develop and implement process improvements to enhance billing accuracy, efficiency, and customer satisfaction, aligning with company strategic goals. Collaboration and Teamwork: Collaborate with IT, customer service, credit/collections, regulatory, and other departments to troubleshoot and resolve billing system issues, ensuring seamless operations. Build and maintain strong working relationships across the organization. Strategic Thinking: Prepare and analyze billing reports to identify trends, discrepancies, and opportunities for improvement, providing actionable insights to senior management. Stay updated on industry trends, best practices, and regulatory changes affecting billing operations. Integrity and Compliance: Ensure compliance with all relevant regulations, policies, and procedures, including utility industry standards. Participate in audits and provide necessary documentation and support. Qualifications BA/BS degree in business, accounting, economics, technology or similar fields, or equivalent work experience. 5‑7 years of combined experience in utilities or related fields. Proficient 5‑7 years of experience in billing operations, preferably within the utility industry. Understanding of billing systems, processes, and regulatory requirements, with preference for experience with the company’s specific systems. Excellent analytical, problem‑solving, and organizational skills. Proficiency in Microsoft Office Suite and the company’s billing system. Strong communication and interpersonal skills. Ability to work effectively in a fast‑paced, dynamic environment, demonstrating values of integrity, respect, and excellence. Preferred Qualifications Experience with specific billing systems used by the company. Knowledge of utility industry regulations and standards. Prior supervisory or team leadership experience. Familiarity with customer service protocols and a commitment to delivering exceptional service. Pay Range: $77,258.00 – $121,405.90 USD (Base salary varies based on location, role, skill set, and experience). Southern Company is an equal opportunity employer. We consider applicants’ qualifications 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: 19869 Job Category: Customer Service Job Schedule: Full time Company: Nicor Gas #J-18808-Ljbffr Nicor Gas