Customer Care Specialist

Join Nicor Gas, a Southern Company subsidiary, as a Customer Care Specialist in a unionized environment! If you are professional, energetic and ready to increase your earning potential through a rewarding position, consider joining us onsite at our Inbound Customer Care Center located in Naperville, Illinois. At Nicor Gas, we handle emergency calls 24 hours a day, 7 days per week, similar to a fire/police department. All other call types are handled 7:00 AM-7:00 PM Monday through Friday (i.e. start service, billing questions, etc...). Currently, employees are scheduled based on work preference (i.e. late/early) and seniority. Start times could fluctuate on a daily basis and could include: nights, weekends & holidays. During our busy season, which is typically Spring to Fall, overtime could be required up to 3 hours, 5 days a week. Remote work opportunities may/could be possible after 6 months of employment. Job Summary The Customer Care Specialist will handle calls dealing with the following: Gas emergencies Requests for service Questions about bills Various other inquiries Job Responsibilities & Accountabilities by Competency Functional Expertise Answer customer requests or inquiries concerning services, products, billing, claims, and report problem areas. Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking. Prepare field orders (e.g., turn-ons, turn-offs, transfers, meter sets and removals); update and maintain customer account information. Determine documentation requirements; review and maintain hard copies when necessary. Provide information related to outside assistance and other options. Respond to service policy, rate questions, and billing inquiries. 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. Coordinate work requests with appropriate departments and service centers; inform customers of actions taken. Perform accounting functions related to orders, adjustments, and corrections. Report service disruptions (vendor, process, systems) Adhere to established policy, procedure and quality standards within service standards or metrics for work performed. Track related work activity for business process reporting & workload management. Business Acumen Maybe required to work in one or multiple queues/skill sets over various customer contact channels. Responsible for improving customer retention through programs and service provided to the customer. Maintain working knowledge of all company products, services and promotions. Assist in training and coaching new employees 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 Requirements High School Diploma or equivalent Previous customer service, call center or telemarketing (sales) experience preferred Must be at least 18 years old Excellent verbal communication Strong computer skills Strong problem solving skills Detail oriented Team player Bilingual/Spanish experience a plus Perfect attendance required for your first 120 days of employment No tardiness during your first 120 days of employment The potential applicant must receive a passing grade on all assessments during probation Call Center Hours of Operations 24/7, 365 days a year Typical hours during the training period are M-F 8:00 am - 4:30 pm During the probationary period, there is a possibility of overtime either before or after your scheduled shift. After the probationary period, Customer Care Specialists will work flexible hours including first and second shifts with the possibility of weekends, holidays and overtime either before or after your scheduled shift. Benefits Excellent benefits package which includes medical and dental insurance, 401K, and tuition reimbursement. Competitive starting salary of: $24.17 per hour to start. Bilingual/Spanish premium Night shift premium Paid vacation/holidays. Mock Schedule Monday: 10:00 AM-6:30 PM Tuesday: 10:00 AM-6:30 PM Wednesday: 10:00 AM-6:30 PM Thursday: Off Friday: Off Saturday: 3:30 PM-12:00 AM Sunday: 3:30 PM-12:00 AM Mock Schedule with Overtime Monday: 8:00 AM-6:30 PM Tuesday: 8:00 AM-6:30 PM Wednesday: 8:00 AM-6:30 PM Thursday: Off Friday: Off Saturday: 3:30 PM-12:00 AM Sunday: 3:30 PM-12:00 AM Employment Information Job Identification: 19706 Job Category: Customer Service Job Schedule: Full time Company: Nicor Gas Pay Range: 24.17 - 24.17 USD Hourly: Base salary varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, and at the time of this posting, this is the reasonable salary range for this role. EEO Statement Southern Company is an equal opportunity employer where an applicant's qualifications are considered 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. #J-18808-Ljbffr