Customer Support Coordinator

Job Title

This position is responsible for providing effective and efficient support to customers, team members, business partners, and field operations through proactive communication around appointment statuses.

This role will be expected to provide excellent customer service with outbound call initiatives as well as inbound customer inquiries and follow-up. Responsible for creating and maintaining a positive customer experience while supporting various operations' tasks in providing best in class service. Concierges are responsible for monitoring technician's assignments for order suspension and other impacts towards customers appointments, and proactively contacting the impacted customers to provide technician and appointment status updates. Individual must be able to respond to situations and inquiries quickly and accurately to best serve the customers.

Major Job Responsibilities:

• Monitors in-day customer appointments and the associated field technician status to identify orders that were suspended due to emergency situations.
• Work with Dispatchers to gather insight into reasoning behind customer appointed order suspensions for clear communication with customers.
• Work with Dispatchers to discuss opportunities around customer appointed order re-assignment, to effectively reach customers' appointments in an efficient time frame.
• Proactively contact customers impacted by suspended orders to provide insight to reasons for delayed arrival of a technician and Estimated Time of Arrivals (ETAs), as well as offer support toward any appointment change requests.
• Continued to monitor contacted customers' appointments and provide periodic updates to the customers in the event an appointment will be missed or is in jeopardy.
• Document all customer communication in associated order and account database systems: Reviewer, GCMA, CC&B
• Assist Scheduling team with contacting customers via telephone and letters to gain access to company facilities.
• Document action items in GCMA and CC&B and track in SharePoint site.
• Assist Scheduling team and Field Operations personnel with scheduling specific order requests.
• Assist Dispatchers during System Outages, Mass Outages, weather related events, and other major incidences to support coordinated activities between Resource Management and Field Operations.
• Assist field service personnel (e.g., check account histories, meter status, premise conditions, appliance type and quantity, Meter Order Field Reading (MOFR), Shut Off for Non-Payment (SONP) orders, pending, why-noted orders).
• Assist Customer Service Representatives (CSRs) with Estimated Time of Arrivals (ETAs) and technical questions; interprets codes and clarifies field service personnel comments.
• Report service disruptions and enter and track IT Service Requests (vendor, process, systems)
• Understand the basics fundamentals of Click Schedule Web and Dispatch processes.
• Understand the basics fundamentals of Sentinel and Scheduling processes.
• Functional Expertise: Perform data entry and tracking through the Reviewer Application, CC&B, GCMA, and SharePoint; updates and maintains customer account information.
• Effectively transfer misdirected customer requests to an appropriate department.
• Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
• Adhere to established policy, procedure and quality standards within service standards or metrics for work performed.
• 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 communication with customers, letters mailed, appointment changes, order generation).
• Track related work activity for business process reporting & workload management
• Business Acumen: Sound decision-making that simultaneously reflects a commitment to customer and employee excellence, business value, and operational integrity.
• Prioritize workload based on criticality of tasks and time required to yield greatest result.
• Maintain working knowledge of all Resource Management and Field Operations processes around work generation, assignment, and completion.
• Identifying problems, opportunities, and trends while using analytical and problem-solving skills to achieve success or to influence positive change.
• Engagement: Demonstrate empathy, integrity, respect, and fairness toward all employees, customers, and business partners.
• Receptive to change
• Defuse escalated customer interactions across multiple markets.
• Handle situations which may require adaptation of response or some research according to customer response.
• Communicate effectively with internal and external customers embracing different cultures and diverse groups with safety as first priority.
• Participate in activities designed to improve customer satisfaction and business performance.
• Participate in and support collaborative activities.
• Manage peer relationships by supporting the team through daily tasks, encouragement and training of others, and navigating through conflict with professionalism.
• Driving Results: Accountable for meeting individual performance objectives, while supporting and driving towards the measurable expectations and goals for the organization.
• Managing assigned workload, setting goals, prioritizing work, evaluating results, and taking corrective action as needed.
• Enhance customer experience through programs and service provided to the customer.

Job Requirements:

• Education, Certifications/Licenses:
• Required: High School Diploma or GED
• Preferred: BS/BA Degree
• Related Work Experience:
• Required: 1 3 years Customer Service and Data Entry Experience
• Availability to work flexible schedule across various shifts and hours of operations (Monday-Sunday 7:30am-8:00pm)
• Preferred: 1-2 years utility experience
• 1-2 years dispatch/logistics experience
• Applicant may possess a combination of equivalent education and work experience.
• Specific Skills & Knowledge:
• Required: Ability to professionally represent Resource Management and Southern Company Gas, including professional interactions with executives, managers, peers, business partners, and customers.
• Demonstrate experience in taking initiative and being a self-starter in day-to-day responsibilities as well as working through changing priorities.
• Ability to build and maintain relationships internally as well as with business partners across our organization.
• Exceptional organizational skills with ability to prioritize, multi-task, and proactively prepare for upcoming meetings and events.
• Ability to provide professional correspondence and communications as a trusted representative of Resource Management.
• Demonstrated proficiency in Microsoft Office products, including Outlook, PowerPoint, Word, SharePoint, and Excel.
• Must possess excellent customer service, decision making, time management, phone interpersonal and communication skills.
• Candidate must possess a strong attention to detail, maintain a sense of urgency, and be service-oriented.
• Knowledgeable of Administrative and Customer Care best practices.
• Preferred: Bilingual (Spanish)
• Working Conditions/Physical Requirements:
• Long periods of sitting
• Long periods computer and telephone use
• Rotating shifts
• Nights
• Weekends
• Holiday work
• Overtime work
• Operation Hours: Monday-Friday 7:30am-8:00pm, Saturday-Sunday 8:00am-4:30pm
• Shift: Multiple and potential Rotation
• Overtime may be required depending on workload and staffing