Representative II, Customer Service - Riverdale, GA
Representative II, Customer Service - Riverdale, GA
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Salary Not Disclosed
1 Vacancy
Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS Our organization works with partner companies to source qualified talent for their open roles. The following position is available toVeterans Transitioning Military National Guard and Reserve Members Military Spouses Wounded Warriors and their Caregivers. If you have the required skill set education requirements and experience please click the submit button and follow the next steps.
Unless specifically stated otherwise this role isOnSite at the location detailed in the job post.
Job Summary
The purpose of this position is to handle complex customer questions complaints billing inquiries emergency and customer inquiry calls ensuring the safety of the customer with one call resolution within multijurisdictional and multifunctional 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 multitasking 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 online orders turnon turnoff 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.
Prepare emergency priority and orders (i.e. leaks no gas low/high pressure emergency locates meter changes and miscellaneous orders).
Report on nonemergency service activities (i.e. errors calls emails complaints and call trends).
Investigate and probe to ensure clarity and that customers request are satisfied according to emergency policies and procedures.
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.
Additional Qualifications/Responsibilities
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 selfservice 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
Bilingual (fluent)
Related Work Experience:
Required:
Availability to work flexible schedule and independently
12 years experience in a utility or call center or Equivalent academic/education and work experience
Specific Skills & Knowledge:
Required:
Excellent verbal and written communication skills.
Customer Service basic proficiency
Strong analytical and problemsolving skills.
Selfmotivated 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 multitask 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:
Home Based or Onsite Location after 3 months of proven performance
Must be able to report to onsite location within one hour
95% Keyboarding
Pass Customer Service Assessment
Required Experience:
Unclear Seniority
Employment Type
Full Time
