Rep II, Customer Service

Representative II, Customer Service

The purpose of this position is to handle complex customer questions, complaints, billing inquiries, emergencies, and customer inquiry calls 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 regulated and deregulated utilities. The incumbent will also receive and respond to mail, fax, email correspondence and complaints with the highest degree of professionalism in a timely and proficient manner. 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 and takes ownership of commercial and residential customer requests (i.e., leaks, gas outages, work requests, etc.). Incumbents are responsible for regulatory compliance and compliance with work policies, practices, and procedures.

Functional Expertise:

• Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, authorize extensions, and make arrangements for payment of past due bills, final bills, and returned checks
• Process on-line orders, turn-on, turn-off, reconnect and transfers for Virginia Natural Gas, Atlanta Gas Light, and Chattanooga Gas markets
• Respond to service policies, rate questions, and billing inquiries
• Update and maintain customer information
• Answer Business Support Line
• Adhere to established policies, procedures and quality standards for work performed
• Coordinate work requests with appropriate departments and service centers
• Perform accounting functions related to orders, adjustments, and corrections
• Report service disruptions (i.e., system outages and technical issues)
• Effectively transfer misdirected customer requests to appropriate department
• Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking
• Determine documentation requirements; review and maintain hard copies when necessary
• Provide information related to outside assistance and other options
• Report on non-emergency service activities (i.e. errors, calls, emails, complaints and call trends)
• Work with various internal departments (i.e., Credit and Collections, Legal) on preparing itemized statements for bankruptcies and researching and compiling documentation needed for court cases the company has been subpoenaed

Business Acumen:

• Must be able to work in an 24/7 working environment, where shifts change due to business needs and seasons
• Must be able to work required overtime and holidays
• Maintain working knowledge of all company products and services
• Responsible for maintaining the security of customer records
• Identify potential process improvements/opportunities and provide feedback regarding service failures or customer service enhancements

Engagement:

• Participate in activities designed to improve customer satisfaction and business performance
• Work closely with various internal and external departments to ensure consistency and accuracy of messaging across digital channels
• Manage peer relationships

Driving Results:

• Accountable for meeting individual performance objectives consistently
• Accountable for all metrics that attribute to overall team goals including service level, self-service transaction growth and channel satisfaction
• Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results, and taking corrective action as needed

Education, Certifications/Licenses:

Required: High School Diploma or GED

Preferred: BA/BS degree

Related Work Experience:

Required: Availability to work flexible schedule and independently; 1-2 years' experience in a utility or call center or Equivalent academic/education and work experience

Specific Skills & Knowledge:

• Excellent verbal and written communication skills
• Customer Service basic proficiency
• Strong analytical and problem-solving skills
• Self-motivated to own reactive response to address customer issues with little oversight
• Strong keyboarding skills
• Quick thinker with an ability to make independent business decisions
• Strong communication and interpersonal skills to effectively work with people, resolve issues, and motivate others
• Ability to collaborate, provide direction, interpret, and apply policies/procedures
• Ability to multi-task and manage multiple projects simultaneously
• Persuasion and negotiation skills
• Time Management maximizing available time to its highest purpose while achieving objectives

Working Conditions/Physical Requirements:

• Onsite Location: 544 S. Independence Blvd., Virginia Beach, VA 23452
• Must be able to report to onsite location within one hour
• 95% Keyboarding
• Pass Customer Service Assessment

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.